TSB have messed up! (Not coronavirus related)

HopefulBuyer

Good afternoon,

We have our mortgage offer in place and our new build house is on track to be completed by end of May. We don't have the best credit history, however, we haven't missed any payments etc for a very long time (definitely more than 10 years), never had CCJ's or anything like that. We did have a DMP in place which was cleared in full in July 2018. 

The problem comes in with TSB. Included in the DMP, was 2 current accounts with an Overdraft facility of £350 each. This was being paid back through the DMP as far as I knew. We even got a letter through apologising because they had continued charging interest when it should have been stopped and gave us a cheque with compensation. But I received an email today from Credit Karma to say that I have 1 missed payment on a TSB account. This was news to me because as far as I knew, it was all cleared! I logged on and according to TSB, I still have an account open with a £350 overdraft limit which has now been exceeded and it's affected my credit score.

I just spent an hour on the phone to them and ended up in tears because, apart from logging a complaint, the man just couldn't do anything to help me. Even though we've paid it back within the DMP, I even offered to make a payment because I don't want this to affect our mortgage offer. Then he said 'if you're saying you've already paid it back, why would you want to make a payment?' and I broke down imagining my family being homeless because of this!

Aside from waiting 8(!) weeks for a resolution, is there anything else I can do? I noted that I can make a Notice of Correction on my credit file but it slows down checks for anything so I'd rather not do that. Any help will be very much appreciated.

Thanks x