Default - TMobile

Waltagon

Hello all,

First time poster looking for a some/guidance from my fellow man regarding an issue me and my wife are going through with regards to a Tmobile default appearing on my wife's credit score.

Basically she cancelled her Tmobile contract as she was now in receipt of a company mobile phone. It was towards the end of her contract (1 month to go) and she agreed that she would have to pay the remaining month of her contract (£32). She assumed that this amount would be taken as a direct debit like her other payments and thought nothing of it. However they did not take the direct debit and instead invoiced her. Coincidently we were moving house at the time and the bill came out to the house after we had left.

We had no idea that the debt was there until we went to buy a car and found that her credit score had been decimated as she had this default of £32 sitting in file. My wife rang Tmobile who explained what it was and she immediately paid off the £32. She explained the reason why she had not been aware of the debt and they suggested she sent a letter to credit control who should be able to remove the default.

She has since done this but as of now the default is still sitting there. It has become a great concern as we are now wishing to apply for a mortgage and this one small default is stopping us.

Does anyboy have any suggestions or past experiences of anything like this? Any help in finding a solution would be great. It was a mistake on our part but I think it's very minor considering it may stop us getting a mortgage.

We both have a clean credit history otherwise.

Cheers

Buzby

It is very unlikely to be a default - if will be showing as a late payment of the account - which would be correct. It would be unethical for the network to fake funds after cancellation.

If you are sure if is a default, then it is in error (assuming the timescales are minimal). If several months pass between the bill and payment then yes, they would default you on the last payment.

They are automatically applied by the billing system. You can certainly ask them to fix this, but are entitled to refuse IF the bill was not paid in good time.

Waltagon

Cheers Buzby. I think it was probably more than a few months but less than six that we realised it was there. It is definately a default and I don't dispute that they are entitled to do it but.... it was a genuine error that was rectified as soon as we became aware. It was a one off occurance i.e. never missed a payment on the contract for the 5 or more years that the contract was open. Never missed a payment on anything else yet its decimated her score and Natwest have already indicated that they will not issue a mortgage to someone with a defaulted account on file.

The end result if we can't do anything is we will be stuck renting for six years even thought we can afford a house because of a small £32 mistake!

How likely is it that we could get it removed and is their anything we can do to get round this. Really need this mortgage!

Buzby

It really is the roll of a dice - they could easily argue you would never have paid without the threat of a default - but you could counter this by saying you had every intention of paying, and as you had given them a DD, they contributed to the error by not taking the funds you expected them to.

If in your shoes, I'd send a letter with your account details to their Customer Services Manager (PO Box 333, St Vincent Street, GLASGOW, G2) asking for their assistance - this is 2nd level support that you cannot easily get by phone. I've always found them considerate here, and if you put a reasonable case - as you did here - there's every chance you'll be pleased with the result.

Waltagon

Thanks again Buzby. I'll keep trying with the letters. Shame there is not a better mechanism for these kind of low value issues. Hopefully a bit of common sense and a bit of compassion will prevail. They got their money and in the end a gesture of goodwill might lead to some further custom from us in the future.

fermi

You join a long list of people here who have had similar problems with most of the major mobile companies.

Complain and push the complaint as far as you can. That is all you can really do.

Buzby

And when going down the route of a mobile, remember the unrepresentative power they hold - PAYG is slightly more expensive, but in the long run, does not require access to your credit file.

Let us all know how you get on!

ValHaller

Buzby wrote: »

It would be unethical for the network to fake funds after cancellation.

I don't see that as unethical at all. It would be an orderly close down of the account. And only unethical if the customer had said not to use the Direct Debit to collect payment.

Given the number of times this scenario plays out, I think it would be unethical for the mobile companies not to change their process and gain explicit permission to take the last payment by DD.

Waltagon

They did not say it would be billed seperately and not taken by DD. I think they are in the right to do what they did but I think it would be harsh not to remove the default.

I don't think I'm being overly unreasonable with that......? Small mistake is causing big personal problems. Has a no impact on them as they have their money.

clarab_3

I've had similar problems with Tmobile, almost identical in fact with the exception that I didnt move house, I just assumed the direct debits had been paid and that that was us done.

Ive succeeded in having the default marked as "settled" but not removed by writing to complaints department. I am considering following up with offcom because not being able to buy a home for 6 years over £11 seems excessive.

Waltagon

clarab wrote: »

I am considering following up with offcom because not being able to buy a home for 6 years over £11 seems excessive.

There should really be a seperate mechanism for low value defaults. Shorter length of time on your credit file or removed when settled. Like using an uzi to kill a fly...total overkill.

In terms of mortgages would all lenders have a problem with such a small default? I'm wondering whether they would even see the amount and just see DEFAULT and immediately reject? Is there any process where you can declare any issues and try and explain?