Late payment - HSBC and AMEX pointing fingers at eachother

Daniel987

Hi all,

Back in January I received a letter from AMEX saying I was getting a 'late payment fee'.

I was confused by this because I had Direct Debit set up! I checked and indeed my CC bill had NOT been paid!

I called up HSBC and they said:

- An attempt was made to take the money but it was refunded instantly (it doesn’t even show up on my account). Apparently AMEX cancelled the DD on December the 24th, reinstated in on December the 25th and then when AMEX tried to take the money on the 28th December it failed but because 5 days had not passed.


- I called up AMEX who said the money was taken (?!), they will refund the charge fee and no late fee will show up on my account. They couldn’t explain the issue. This all turned out to be BS.


- A few months later I looked at my credit report and I had indeed been given a late payment mark – my first ever and not really good considering I’m looking into buying a house now.


- I called AMEX and spoke to a knowledgeable chap who basically said that HSBC must be wrong and explained why. He said they only Direct Debit item they could see was the creation of the DD months before, how there was no sign of the DD being cancelled, etc.


- HSBC confirm everything they said.


Anyone have any advice to the above and the process around Direct Debit?

bigadaj

I'd raise it as a formal complaint with both if it's not clear. The threat of going to teh ombundsan should make one or both resolve the issue.

prat_2

bigadaj is right, but in the meantime you could also take it up with experian using their online form (which I can't post as I'm a newbie) but if you google "experian mistake" and follow the first link you'll find it.

dktreesea

Write to HSBC, asking them to provide you evidence of Amex cancelling the direct debit - that would have had to be in writing for HSBC to act upon it - then go back to Amex with the documentary evidence, and ask them to fix your credit score.

planteria

agree with the above. contact all three: HSBC, American Express and Experian (i use noddle) and request that the record is set straight.
fwiw i always find Amex to be great, CS wise, especially when it comes to solving a problem. (i hope i am not tempting fate).
and HSBC are good too, accepting that i have a relationship manager that i can get so sort problems out.
put simply: fight your corner & get it sorted out. if you had a DD in place and sufficient funds in the account to pay the DD it shouldn't have happened, it isn't your fault, and they need to sort out your credit file.