CallCredit - Marbles credit card status shown incorrectly

d3m0n333

Hi All,

Hoping I can get some worthwhile advice on here, seeing as Marbles/CallCredit themselves are proving pretty useless!

Here's the long and short of it:

I have found what I think is a discrepancy on my credit record held with CallCredit (Experian and Equifax reflect my current record correctly, I believe).

The account in question is with Marbles, and was settled via PayPlan in Feb 2011, along with all of my other debts at that time.

On my CallCredit file, the Marbles account shows as defaulted since June 2013, and has 'no information' prior to that, going back to Feb 2011, which is when the 'default' apparently occurs. But I can see on my Equifax/Experian files that it was actually settled on xx/02/2011!

So, to summarise, what I see on CallCredit is:

Amount outstanding: £xx (which is the exact same amount as the settlement payment made in Feb 2011 by PayPlan)

Date defaulted: xx/02/2011 (again, this is the date which the account was settled by PayPlan)

But it only actually shows as in default from June 2013 on my CallCredit record, and it doesn't show as defaulted in Feb 2011.

As mentioned above, on both my Experian AND Equifax records, the Marbles account shows as 'settled and satisfactory', with a settlement date of xx/02/11, the same as the CallCredit reference on my record.

I've opened up a dispute with CallCredit, and have spoken to Marbles, who told me that they have no idea why my account suddenly became 'active' again in June 2013, as it shows on their backoffice systems as 'settled'. They then told me that *I* need to show *them* proof that the account was settled!! !!!!!!?!

I need to get this resolved ASAP because it is the only thing that is affecting my credit record, and stopping me from getting credit/a mortgage, and both CallCredit AND Marbles are dragging their feet/seem uninterested in helping.

Is there anything I can do to speed things up?

Thanks in advance!

happy_bunny_2

Good luck in sorting this. I have had several dealings with marbles over a default date and they are utterly useless.

I would send them a copy of the experian/equifax entry and then tell them if its not resolved within 8 weeks after you brought it to their attention its off to the FOS.

when was the entry last updated on call credit?

d3m0n333

Hi happy_bunny

Thanks for the reply. It currently doesn't show on my CallCredit (well, Noddle actually) report because it's an open dispute and has been active for over 28 days, so CallCredit have temporarily removed it whilst they 'investigate'.

I luckily did save a copy of my Experian report, so I will send them that. I don't think I have a copy of the Equifax report, and my free 30 days has expired, so I'd have to pay the £14.95 monthly payment to get it wouldn't I?

I did contact the FOS today, and they have opened a case for me, but I need to get back to them with further information. I will get on with sending them the copy of the Experian report today!

Cheers!

happy_bunny_2

d3m0n333 wrote: »

Hi happy_bunny

Thanks for the reply. It currently doesn't show on my CallCredit (well, Noddle actually) report because it's an open dispute and has been active for over 28 days, so CallCredit have temporarily removed it whilst they 'investigate'.

I luckily did save a copy of my Experian report, so I will send them that. I don't think I have a copy of the Equifax report, and my free 30 days has expired, so I'd have to pay the £14.95 monthly payment to get it wouldn't I?

I did contact the FOS today, and they have opened a case for me, but I need to get back to them with further information. I will get on with sending them the copy of the Experian report today!

Cheers!

Experian one should be fine. i wouldn't spend money getting the other one.

you know you can get the statutory equifax report for £2?

d3m0n333

Ok, letter drafted to be posted tomorrow! Here we go:

Dear Marbles Customer Services

With reference to your letter dated xx/xx/xx, I hereby enclose 2 documents for your records, which should serve as proof that the above account was indeed settled in full on xx/02/11.

The first document is a comprehensive list of payments to yourselves from PayPlan, with the final payment being for £xx on xx/02/11.

The second document is an excerpt from my Experian credit report, showing that you yourselves marked my account as ‘settled and satisfactory’ on xx/02/11, with the record last being updated on xx/03/11. For the record, my Equifax credit report also echoes this information.

This incorrect information on my CallCredit credit file is adversely affecting my credit rating in a negative manner, and as such, I demand that it be removed immediately, along with the backdating of any relevant records. This letter has been sent via recorded delivery.

As you have now had more than 8 weeks to rectify this matter (my original letter on the subject was sent on 18th December 2013), I am now going to pursue this through the Financial Ombudsman Service.

happy_bunny_2

I would give them 10 days to give you their response then go to FOS.

That way, they may respond to avoid that.

d3m0n333

Ok, thanks... So I changed the last paragraph to:

As you have now had more than 8 weeks to rectify this matter (my original letter on the subject was sent on 18th December 2013), please respond within 10 days, or I will be forced to pursue this through the Financial Ombudsman Service.

That should do it!