Studio 24 black mark on my credit file

morrit

In January I raised a complaint with Studio24 due to a black mark being placed on my credit file incorrectly (long story) I didn't hear anything so raised the complaint in an email at the end of March. Had an email back to say they would contact me in 5 days or a timely manner with an update. Today I rang them and requested an update. After being fobbed off and put on hold the girl constantly went silent, so I said 'why don't you put me onto your supervisor' so on hold I went again. I thought 'no...for a change so I know I'm not going mad I'm gonna record this phonecall' so brought up the first app I could see and recorded what I could.
https://www.dropbox.com/s/f3qg2vhz8badtpa/rec_420s.mp3?dl=0


Bearing in mind that my credit history has been clean for about 6 years after a long slog I am determined to make sure I keep it that way. Learned the hard way! Suffice to say I was not happy when they put a late payment black mark on it and now my credit card balances are being reduced left and right and mortgage applications refused, apparently all because of this one black mark, due to a late payment for an invoice I didn't receive which studio said (admittedly on the phone) was their fault.


sorry for the rant but...well..there you go. I'm not a highly edumacated individual but I tried not to get angry at her.
For the added bonus, count how many times I ask 'what is that department called?'

happy_bunny_2

If you complained in Jan, you can refer to the FOS:
http://www.financial-ombudsman.org.uk/consumer/complaints.htm

Not a quick process though.

Best write to Studio, giving them 14 days to sort it before you refer to FOS.

Becka38940

That call is one of the most awful customer service calls I've heard.

How embarrassing for the company!

morrit

happy_bunny wrote: »

If you complained in Jan, you can refer to the FOS:
http://www.financial-ombudsman.org.uk/consumer/complaints.htm

Not a quick process though.

Best write to Studio, giving them 14 days to sort it before you refer to FOS.

They sent an email where they said they would need up to 8 weeks to investigate fully but they would get back to me in 5 days. That was back in march. I rang up for an update really, but that's what I got. They now have until a week on Tuesday before their requested 8 week period to investigate is up. I'm on holiday tomorrow for 2 weeks so I expect a response on my return, if not then it's being 'passed to the relevant department'

happy_bunny_2

They have 8 weeks from your initial complaint in Jan, not from the date they choose to investigate it.

May be worth a call to the FOS to focus studios mind.

HB

morrit

Aah. Ok in that case then I will let them know. Thanks very much.

stclair

morrit wrote: »

In January I raised a complaint with Studio24 due to a black mark being placed on my credit file incorrectly (long story) I didn't hear anything so raised the complaint in an email at the end of March. Had an email back to say they would contact me in 5 days or a timely manner with an update. Today I rang them and requested an update. After being fobbed off and put on hold the girl constantly went silent, so I said 'why don't you put me onto your supervisor' so on hold I went again. I thought 'no...for a change so I know I'm not going mad I'm gonna record this phonecall' so brought up the first app I could see and recorded what I could.
https://www.dropbox.com/s/f3qg2vhz8badtpa/rec_420s.mp3?dl=0


Bearing in mind that my credit history has been clean for about 6 years after a long slog I am determined to make sure I keep it that way. Learned the hard way! Suffice to say I was not happy when they put a late payment black mark on it and now my credit card balances are being reduced left and right and mortgage applications refused, apparently all because of this one black mark, due to a late payment for an invoice I didn't receive which studio said (admittedly on the phone) was their fault.


sorry for the rant but...well..there you go. I'm not a highly edumacated individual but I tried not to get angry at her.
For the added bonus, count how many times I ask 'what is that department called?'

I would have thought statements are issued automatically. How have they admited fault?

As in this thread the turn of events appear to differ:

https://forums.moneysavingexpert.com/discussion/5176844

Plus reading your other threads you appear to use the "I've not recieved it" line a lot.

chanz4

everytime I order it gives a slip in the item, never once missed a statement. Also I get an email notification

morrit

I see what you mean though and you are correct, it wasn't January I made the complaint, January is when I rang them about the excess fee, and
February is when I started the credit file complaint so apologies there.

In order to clarify - the timeline is this
cannot recall exact date in January - received late payment invoice, rang back and they waived it. Was not aware of black mark then.
25th February at 12:22, phonecall to Studio24 about the black mark, they said they would get back to my by the 18th March with a response.

24th March as there had been no response I emailed Studio24 and they emailed me back straight away with standard response including a leaflet about their complaints procedure.

7th May phonecall to Studio as still hadn't heard anything or any acknowledgment that they would need more time.


Being that they said they sent the invoice for payment on Christmas day the woman said it was likely lost in the post. Ergo I did not receive it, ergo they waived the fee, ergo the black mark was levied unfairly. As such, I see this as admitting that it was placed incorrectly.


Further I would also say that if I have not received something then I did NOT receive it, so attempts at humiliation are a bit pathetic, but since we are scrutinising posts why not take the usual holier than thou attitude elsewhere? If you can't help, then stay out of it.

happy_bunny_2

Ok, well maybe worth a pre FOS reminder letter to studio.

HB

morrit

chanz4 wrote: »

everytime I order it gives a slip in the item, never once missed a statement. Also I get an email notification

3 emails from them. 1st acknowledging order, 2nd confirming order and 3rd dispatching order. Haven't had one from them until I contacted them. I did search my emails before making the complaint but there was no reminder at all. If there had been it would have been paid straight away just as it was the day I received the letter about the late payment.