Can't be right - can it?

davebell101

Mortgage Express sends me a letter, end of August, saying "We've changed ou bank account details - sorry we didn't inform you in time. So your standing order may be returned, and when that happens just make your normal monthly payment into the new correct account. Sorry again it was our mistake"

All fine, that does happen, the payment gets returned on 3rd of Sept - so I pay into their new bank account.

Well they then log the August payment as a missed payment on my credit file because it was late!

They've apologised for this and promised to correct the missed payment on my credit file - but surprise, thats not happening. Every time I call I'm told its in an internal complaints procedure and they need more time to review.

Logged this with the ombudsman, which will obviously take months to be looked at.

So my once 100% perfect credit file is now dented - just at the time I happen to be applying for another mortgage. The broker has said it'll almost certainly be declined.

How can this system be so flawed. I'm sitting here minding my own business, paying everything on time as normal. They make an admin error and now my life is on hold because I can't get credit.

Seriously considering raising a court claim against them for damages.

Thoughts appreciated?

Giggles_Fairy

The ombudsman will not look at your complaint until 8 weeks has passed since you made the complaint with Mortgage express or you have a final response.

Updating the credit file is an automatic internal procedure I suspect, so it is not surprising this has happened. However given it is their error it is unlikely that you are the only person affected and they should be prioritising getting ALL of them corrected, not just yours. I amend credit files after queries in my company and it takes a matter of minutes. Yes there may be a backlog which explains the delay, however given how important it is for you to have this infomration correct at this moment they should be prioritising it.

Have you explained the urgency of this being corrected? I was going to say ask them to put in writing that it is their error and wil be correct in due course but this is likely to take longer than them just amending it!

antrobus

davebell101 wrote: »

...Logged this with the ombudsman, which will obviously take months to be looked at....

Not sure if the FOS ("ombudsman") has jurisdiction; complaints about CRA records are normally dealt with by the ICO, the Information Commissioner's Office

Game_Over

davebell101 wrote: »

Mortgage Express sends me a letter, end of August, saying "We've changed ou bank account details - sorry we didn't inform you in time. So your standing order may be returned, and when that happens just make your normal monthly payment into the new correct account. Sorry again it was our mistake"

All fine, that does happen, the payment gets returned on 3rd of Sept - so I pay into their new bank account.

Well they then log the August payment as a missed payment on my credit file because it was late!

They've apologised for this and promised to correct the missed payment on my credit file - but surprise, thats not happening. Every time I call I'm told its in an internal complaints procedure and they need more time to review.

Logged this with the ombudsman, which will obviously take months to be looked at.

So my once 100% perfect credit file is now dented - just at the time I happen to be applying for another mortgage. The broker has said it'll almost certainly be declined.

How can this system be so flawed. I'm sitting here minding my own business, paying everything on time as normal. They make an admin error and now my life is on hold because I can't get credit.

Seriously considering raising a court claim against them for damages.

Thoughts appreciated?

I agree, just by the dates given, it doen't sound right to me