EE and Lowell: Trying to remove a defaulted payment

milobeen

Hi

I am after some advice!

My partner has a defaulted payment on his Experian credit report that we have been trying to remove since August. EE have sent us an email to confirm it was an error and have said they have instructed Lowell to remove it.

However it is still on the credit report and we have been bounced between EE and Lowell for months trying to get this removed.

We have raised complaints with both companies but basically neither company will take responsibility - EE saying they have sent an email; Lowell saying they've not had anything. We are waiting for this to be removed so we can apply for a mortgage and both at the end of our tether. Any advice on how to further progress this? Is there anyone else we can complain to?

Thanks

Ellesmum

Hi! Our mortgage got put on hold due to me having 3 defaults. We knew all 3 were fraud and had proof we weren’t at the address at the time the accounts were opened. I have so far got 2 taken off although 3 have been investigated and confirmed as closed. I’ve been getting bounced back and forward between the final company too. I hate to say it but you just have to be really persistent and part of your rights consumer act 1974 I think it is but double check. The credit company have the responsibility to provide you with correct and up to date information. Get in touch with your credit score company too. Persistence is key though. They have caused me so much stress they are rude too!

sourcrates

milobeen wrote: »

Any advice on how to further progress this? Is there anyone else we can complain to?
Thanks

Yes, you need to escalate the matter to the Information Commissionaires Office (ICO), they deal with all complaints involving your data :

https://ico.org.uk/

National_Debtline

Hi there,


As the original error is from EE, you can go to the Telecommunications Ombudsman as well as the ICO. The threat of this may encourage them to resolve the matter quicker, but ultimately, if it has been longer than 8 weeks since your first raise your concern and it is still unresolved, it is time to go to the ombudsman. Good luck,


Laura
@natdebtline