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Carphone Warehouse: could they be any more wrong / less helpful?
A couple of months ago obtained a copy of my credit report from Equifax, as I am about to apply for a mortgage and need to ensure everything is in order. I was alarmed to see a defaulted account with Carphone Warehouse on my credit file so I disputed it with Equifax. I’ve never had an account of any sort with Carphone Warehouse so I can be 100% sure that this is a mistake.
Equifax came back advising that CPW are unable to help but would be happy to talk to me should I care to call them directly. In June I did just this and was advised by the agent to whom I spoke that this debt is really old and should have been written off. She was going to take steps to do deal with this immediately. I explained that I had never had an account with them and was concerned about my credit rating being adversely affected. The agent assured me it would all be dealt with.
A couple of weeks later I ordered another copy of my credit file and was disappointed to see this old debt still attached to my name. I emailed Equifax who tried to intervene on my behalf but were stonewalled by CPW again. I once again called and asked for the fraud team. I was passed to about five different people, and had to hold for about half an hour, but eventually I got connected to someone who claimed they were in the fraud department. After explaining what had happened once more, I was assured that a form would be sent to me which I would need to sign to verify that this was a fraudulent transaction. To date I haven’t had this form. I've called the fraud team a second time, again I've been passed from pillar to post, eventually being told I'll get a form. Naturally said form never materialises.
I contacted Equifax once more and pleaded with them to remove this from my credit file. They explained that they are unable to help but did, instead, contact CPW with a view to getting their approval to do same. Equifax then replied explaining that this debt goes back to 2004 and relates to a “Mr Allen”. My name is not Allen, nor do I know anyone of this name, nor have I ever lived with anyone of this name. Clearly CPW are as incompetent as they are obdurate. So I offered to pay the debt (it is, after all, only £18). But this would have to be on a strictly without-prejudice basis; I would only be settling the debt in order to clear my account: this debt absolutely has nothing to do with me. But CPW cannot (or will not) confirm that, in paying this debt, the default would be cleared; instead the black mark would remain on my account but would be marked ‘settled’. Hardly desirable.
When I tweeted my frustration with CPW they messaged me and assured me I'd get a resolution if I filled in an online form. After doing so I today received a reply which in summary reads that customer services cannot help me and that I must once more call the fraud department.
Given that this debt is absolutely nothing to do with me, and that CPW have already stated that it belongs to someone with an entirely different name, I am loathe to go through the rigmarole of calling their fraud team once again, particularly in view of the fact that I have already done so; it’s just that nobody in that department could be bothered to send me the wretched form I need to sign.
So I’ve spoken to Equifax, to CPW’s customer service and to CPW’s fraud team; I’ve emailed CPW; I’ve submitted an online help request; I’ve even offered to pay this debt that CPW have erroneously attached to my credit file. What else can I do to remedy this error of CPW? All suggestions appreciated.
Equifax came back advising that CPW are unable to help but would be happy to talk to me should I care to call them directly. In June I did just this and was advised by the agent to whom I spoke that this debt is really old and should have been written off. She was going to take steps to do deal with this immediately. I explained that I had never had an account with them and was concerned about my credit rating being adversely affected. The agent assured me it would all be dealt with.
A couple of weeks later I ordered another copy of my credit file and was disappointed to see this old debt still attached to my name. I emailed Equifax who tried to intervene on my behalf but were stonewalled by CPW again. I once again called and asked for the fraud team. I was passed to about five different people, and had to hold for about half an hour, but eventually I got connected to someone who claimed they were in the fraud department. After explaining what had happened once more, I was assured that a form would be sent to me which I would need to sign to verify that this was a fraudulent transaction. To date I haven’t had this form. I've called the fraud team a second time, again I've been passed from pillar to post, eventually being told I'll get a form. Naturally said form never materialises.
I contacted Equifax once more and pleaded with them to remove this from my credit file. They explained that they are unable to help but did, instead, contact CPW with a view to getting their approval to do same. Equifax then replied explaining that this debt goes back to 2004 and relates to a “Mr Allen”. My name is not Allen, nor do I know anyone of this name, nor have I ever lived with anyone of this name. Clearly CPW are as incompetent as they are obdurate. So I offered to pay the debt (it is, after all, only £18). But this would have to be on a strictly without-prejudice basis; I would only be settling the debt in order to clear my account: this debt absolutely has nothing to do with me. But CPW cannot (or will not) confirm that, in paying this debt, the default would be cleared; instead the black mark would remain on my account but would be marked ‘settled’. Hardly desirable.
When I tweeted my frustration with CPW they messaged me and assured me I'd get a resolution if I filled in an online form. After doing so I today received a reply which in summary reads that customer services cannot help me and that I must once more call the fraud department.
Given that this debt is absolutely nothing to do with me, and that CPW have already stated that it belongs to someone with an entirely different name, I am loathe to go through the rigmarole of calling their fraud team once again, particularly in view of the fact that I have already done so; it’s just that nobody in that department could be bothered to send me the wretched form I need to sign.
So I’ve spoken to Equifax, to CPW’s customer service and to CPW’s fraud team; I’ve emailed CPW; I’ve submitted an online help request; I’ve even offered to pay this debt that CPW have erroneously attached to my credit file. What else can I do to remedy this error of CPW? All suggestions appreciated.
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Comments
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You do need to escalate this with cpw, (very frustrating company to deal with, but maybe try their legal dept - assuming you already tried an email to the head man).
Paying the debt would be a big mistake (not just because you don't owe it them, but as you have learned, that won't mean the black mark will just get rubbed out automatically).0 -
Thanks for the reply. Actually I hadn't tried emailing the head honcho; perhaps I should give it a go. Otherwise will try the legal department.
Thanks for the input.
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Have you added a Notice of Disassociation to your credit file, you can do this online with Equifax and they have to process it in 28 days.
That does not remove the default entry but it may improve your rating in the meantime.
If it was in 2004 then it will fall off your credit report some time in 2010 anyway though.No free lunch, and no free laptop
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Have you added a Notice of Disassociation to your credit file, you can do this online with Equifax and they have to process it in 28 days.
That does not remove the default entry but it may improve your rating in the meantime.
If it was in 2004 then it will fall off your credit report some time in 2010 anyway though.
Thank you. Yes, I've followed the official 'dispute' channel which, I believe, adds the disassociation to the default; however each time Equifax reply with a "Sorry but we can't help" answer, it reverts to the default status. Galling!0 -
Thank you. Yes, I've followed the official 'dispute' channel which, I believe, adds the disassociation to the default; however each time Equifax reply with a "Sorry but we can't help" answer, it reverts to the default status. Galling!
You can apply for a Notice of Disassociation if there is credit agreement information on your Credit Report that relates to a person with whom you have no financial association. You can complete an on-line form by clicking here. Equifax has up to 28 days to complete the process of adding the Notice of Disassociation to your credit file.
Usefully, that link goes nowhere...No free lunch, and no free laptop0 -
Thank you. Yes, I've followed the official 'dispute' channel which, I believe, adds the disassociation to the default; however each time Equifax reply with a "Sorry but we can't help" answer, it reverts to the default status. Galling!
When my daughter had a problem with CPW a few years ago I emailed Charles Dunstone (after trying to sort it out first) and got an email reply from him the next day and a satisfactory resolution a day or so later. I was very impressed.0 -
When my daughter had a problem with CPW a few years ago I emailed Charles Dunstone (after trying to sort it out first) and got an email reply from him the next day and a satisfactory resolution a day or so later. I was very impressed.
Thanks to everyone for the advice. I've had a reply from someone within the CEO's office asking for some more information but it looks like he might be on the case. Fingers crossed. Will report back when I've heard something and thanks again. 0
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