A question about removing a default

stclair

fermi wrote: »

Afraid it is typical BT. May well have to go all the way to the ombudsman.

I was in a similar situation a while ago where BT defaulted me.

Personally I'll hold my hands up its my was my oversight.

I emailed the CEO and with abit a very polite conversation with a senior compliants excutive they removed my two defaults.

http://forums.moneysavingexpert.com/showpost.php?p=58909305&postcount=8

Chickabiddybex

-An update-


From BT:
Thank you for your e-mail,

blah blah blah blah blah

The records of your account are now only available to view by requesting a Data Subject Access Request blah blah blah blah
Please also include a cheque or postal order for £10 made payable to BT Plc blah blah send to blah address

The information that we passed to Equifax in 2009 would still be available for them to view and review as they keep these records separate to any details BT can access. As a result BT has no authority to alter the records held by a governing body or business such as a Credit Score, and these can only be amended by Equifax, whom I know you have already contacted. If they have confirmed what we sent them in 2009 was correct, there is little chance the archived information has changed in the last 5 years.

In Summary:
• Equifax will have the details we sent to them in 2009 and will confirm these are correct
• Only Equifax can alter your credit score, as BT has no access to this information after we pass it across
• To have access to the archived bills, the above process and payment of £10 is the only option, as so much time has passed between when we sent the last bill and the account closed

Thanks for getting in touch.

Best wishes,
blah blah

Chickabiddybex

So what they're saying is they can give me the info they have on file for me BUT only if I pay them £10 to do so and even then, it's actually Equifax who have the information on file not BT...


I am so confused. How would Equifax know if it was correct or not? Why would their records be able to say either way? I'm so confused!!!


I am complaining to the ombudsman now. I'll keep you guys posted.

JimmyTheWig

Chickabiddybex wrote: »

So what they're saying is they can give me the info they have on file for me BUT only if I pay them £10 to do so

Correct. That's what they are saying.
As far as I am aware that complies with the Data Protection Act with no problems.
I think a £10 charge to access records that are 5 years old is reasonable, I'm afraid. Obviously if it turns out that this has all been BT's error then I would expect them to not only correct the data they have sent the credit reference agencies but also refund your £10 (plus a little goodwill gesture, if you ask them nicely enough).
But for now they are assuming that they have done nothing wrong, so are unlikely to do the work of getting the files for free.

and even then, it's actually Equifax who have the information on file not BT...

I am so confused. How would Equifax know if it was correct or not? Why would their records be able to say either way? I'm so confused!!!

Equifax will be able to confirm if their records match what BT told them. I think we can assume that they will, but worth checking I guess.

I am complaining to the ombudsman now. I'll keep you guys posted.

Personally I wouldn't bother with the ombudsman at this stage. I'd pay the £10 and find out what they've got on you.
I think the ombudsman may well say that £10 is reasonable to access your old records, but even if they don't you've got a mortgage application to consider and I think the quickest way would be to avoid the ombudsman and get the info from BT.

But would be interesting to see what others think.

Chickabiddybex

I don't mind paying £10 pit's just frustrating because I don't even need the records, I just need BT to read them! So do I wait for them to arrive and then send them back as evidence of their error? Seems pretty silly.

fermi

Chickabiddybex wrote: »

As a result BT has no authority to alter the records held by a governing body or business such as a Credit Score, and these can only be amended by Equifax, whom I know you have already contacted.

That is complete bullsh!t.

BT can amend details supplied to Equifax, as BT remains the data controller responsible for reporting the original data and are responsible for it's accuracy.

Whoever wrote that is clueless and just trying to fob you off.

happy_bunny_2

I wouldn't pay to get these.

Send it to the Ombudsman and let them sort it.

matttye

Which department of BT are you communicating with?

I find that with most companies, those in the complaints department (or a specific credit reference department if one exists) have more training than those in the generic customer services department.

The latest e-mail you've received from them is written by someone who has absolutely no idea what they're talking about.

The £10 charge for receiving old records is lawful, there's nothing wrong with them charging that, but you're saying you already know that the default is incorrect and just need them to look into it. You are therefore not asking for them to supply you with the data, and they have a legal requirement to make sure that the information is accurate and up to date.

In short, they are talking absolute crap and you have a valid complaint that they are unwilling to at least look at the data.

Thrugelmir

Chickabiddybex wrote: »

So do I wait for them to arrive and then send them back as evidence of their error?

If you are contesting the default then yes. Contracts have to be cancelled in accordance with the terms and conditions that you signed up to. Walking away is an option that far too many people feel is open to them. However leaves them totally exposed. at a later date. When people find that there's now something on file which inconveniences them. From BT's perspective they are under no obligation to assist you 5 years later.

Is the default a problem in obtaining a mortgage?

JimmyTheWig

Chickabiddybex wrote: »

As a result BT has no authority to alter the records held by a governing body or business such as a Credit Score, and these can only be amended by Equifax, whom I know you have already contacted.

fermi wrote: »

That is complete bullsh!t.

BT can amend details supplied to Equifax, as BT remains the data controller responsible for reporting the original data and are responsible for it's accuracy.

I'd say what they said was technically true.
BT can't alter records held by other agencies. All they can do is pass the information to the agencies and let the agencies update the information.
The fact that BT can't alter the records, however, is a red herring. You don't want BT to alter the records. You want BT to give the correct info to the agency.