CRAs not updated when credit card paid off and closed

bigwetdog

In April this year I paid off and closed my TSB credit card, but all three of the CRAs still show the account as open with a large balance.

Looking at the payment history of the card via the credit reports, there are no updates to the balance or payment histories since April, so TSB's systems must know that the account is closed. It looks like they just didn't send the account closure message to the CRAs.

I raised this with Equifax who raised it with TSB, but they were fobbed off with this:

TSB are in the process of uploading customers information to all the Credit Reference Agencies however this information can only be uploaded, processed and made available, one month at a time. We are taking the processing of this data very seriously and are working to ensure the customers financial position is accurately reflected and up to date as soon as possible

... which seems to refer to the normal monthly cycle of updates, and gives me no confidence that they'll ever correct the missing closure message.

Should I fire up the GDPR right to rectification, and if so do I point it at TSB or the CRAs ?

Nasqueron

Just give it time, it's not going to be the end of the world to have an old card on your account.

bigwetdog

It's a fictional £8k dept, not just an old card.

Nebulous2

TSB are in a huge mess because of their IT systems and aren't dealing with it very well.

You can complain formally to TSB and join the queue of complaints waiting to be dealt with. Alternatively if you hold tight it will fix itself eventually. I'd look at what I needed. If I was about to apply for a mortgage / loan and wanted a 'clean' history I'd complain. If it wasn't that important I'd wait.

I closed a TSB credit card without a balance about 6 weeks ago and am waiting to see when it shows as closed.

[Deleted User]

A quick search on this forum will show that there a number of issues with TSB updating reports.

It's a known issue - you can raise a complaint with them, but don't expect a quick response

bigwetdog

Nebulous2 wrote: »

I closed a TSB credit card without a balance about 6 weeks ago and am waiting to see when it shows as closed.

Would you mind sharing the month of your credit report's last update on that account ?

Mine is March. If yours is similar then yes, it's just a big backlog and all I need to do is wait. However, if yours is much more recent then I worry that my account's last update was dropped on the floor during the IT madness and no more updates are coming because the system has the account marked as closed with all on-close actions complete.

Nebulous2

bigwetdog wrote: »

Would you mind sharing the month of your credit report's last update on that account ?

Mine is March. If yours is similar then yes, it's just a big backlog and all I need to do is wait. However, if yours is much more recent then I worry that my account's last update was dropped on the floor during the IT madness and no more updates are coming because the system has the account marked as closed with all on-close actions complete.

Information last updated in April. Last green box / tick showing it was up-to-date in March.

I've just done a statutory report with Equifax and that is what it is showing. A Santander credit card closed on the same day is showing as settled.

It's a general issue.

bigwetdog

Ah, so it was just a coincidence that the update backlogging started in the same month that I closed the account, cool.


Thanks all.

sparkey1

TSB accounts must have last updated in April with Equifax. However that will be the data from March or possibly February.

If you check the amount reported, and compare to your bank statement you will be able to work out what day they took the snapshot.

If you have cleared the debt you can report to the credit reference agency that it is inaccurate. Use the term "surpress the data". Your arguement being that that data is not accurate as you have paid off the lump sum, and it should be surpress reporting until the next update.

PixelPound

Mine still shows last update March too. Wonder if they will be updated before Christmas?

bigwetdog

Update: My credit report came right a couple of months later, but at that point I'd already submitted an online complaint to TSB.


Ever since the complaint, they've written to me every four weeks to say that they need more time to handle my complaint because they're in a mess, continuing long after the credit report was updated.


Today they wrote to me with an offer of £150 of compensation, which seems like a pretty good return for 2 minutes of filling in a complaint form.