Mobile phone debt

Louisemorris98

Hi not sure I’m in the right place but looking for any advice really, my mum was paying my phone bill and my contract ran out Oct 2017 so she cancelled the direct debit etc. In Jan 2019 she had a letter from Lowell portfolio stating she had a £39 debt for this old mobile phone so I quickly paid it off because she’s upset it’s affected her credit score. What I think is odd is that when I have now rang three mobile for information about why we were not contacted prior to Jan 2019 they have said that one letter was sent Oct 2017. Now we do not ignore letters and we have definitely not had this letter from them so I’m waiting to hear from the complaints team. I’m just looking for any advice on how to respond because it’s their word agains ours with regards to the letter and my mum desperately wants this taken off her credit score as it’s already not the best. So any advice to respond would be helpful or if anyone knows how to get rid of this! Thanks

[Deleted User]

It sounds unlikely there are any grounds for it to be removed from her files.

Never cancel a payment until you've cancelled the contract.

Make sure the default is showing correctly, within 6 months of the defaulted payment.