Incompetant bank staff & credit file

gillela

I'm new here so hope this is in the right place.

Anyway, I was recently made redundant and spoke with my bank who provided me with a personal loan to see if I could have a payment holiday. They said that I could put off payment for 1 month then another 1 month until I got another job. Before I agreed to this I asked if this would show on my credit file as I had been informed by my mortgage lender that the mortgage payments would show and non payments. The bank staff told me "No, that they would not register it with the credit agencies" which was a big concern as I had adverse credit some years back.

I am working again and the loan shortfall was paid off after 2 months so I applied for a credit card to transfer existing credit card balance. I was refused on the grounds that I had 2 missed payments on my personal loan.

I have spoken with the banks' complaints department several times regarding this and they have told me it has been investigated but the bank staff would not have told me it wouldn't show on the credit file as it most certainly would. During their so called investigations they didn't think to contact me and have written to me twice telling me the matter has been resolved.

I am furious at the banks investigation outcome as they are basically calling me a liar, that their member of staff didn't say it would show on my credit file. I would appreciate any feedback on similar situation and if you managed to resolve the problem

Astaroth

Unfortunately these things come down to one persons word against another. Ultimately either you or the person in the bank is lying. Certainly with our staff insurance staff we monitor and test our staffs knowledge on a monthly basis and so it would seem odd that someone who for every observed interaction and test correctly says it will show on your credit history to suddenly and randomly say the opposite to one customer. As our business is all by web or phone we are in a much easier situation as all communications are recorded so simple to solve. In person there are no records to go back to.

All you can do is escalate it with the company until you get their final response. If you are still not happy then take the matter to the Financial Ombudsman Service who adjudicate unresolved consumer complaints.