Halifax late mortgage payment

Rebecca987 · 27 January 2018 at 2:36PM

Hi, I have a mortgage with halifax and realised in November that a payment had bounced. I rang up and was told by a automated message that the payment would be retaken in 10 working days. I was given no warnings about the affect this may have on my credit history or an option to pay then and there with a debit card. The payment was then successfully taken 10 days later, at the start of December.
I am currently trying to move and my new mortgage application was then declined as the late payment is showing on my credit history. This is the only mark on my credit score - I've never missed a payment on anything before.
I rang Halifax and they said that because the payment was retaken in December that meant my account was in arrears, hence the mark on my credit file.
I was never made aware that because the month would change during the 10 days it took for them to retake the payment this would result in arrears rather than just a late payment that wouldn't have left a 'mark'. Had I been told I would've made the payment straight away, in November, with a debit card.
I have complained to halifax - they are looking into this for me.
I was just wondering if anyone has been through something similar and has managed to get a late mortgage payment mark removed from their credit score?
Thanks in advance!