Incorrect EON markers on credit report stopping a mortgage

Gerry1

You can find the contact details on the CEOemail website.

emily_dutton_

joeksemail said:

emily_dutton_ said:

MWT said:

emily_dutton_ said:

With last years payments being removed it has improved my Credit score, however I still can’t proceed with my mortgage until March is removed so I am going to continue to fight for March 2020 to be removed. 

Thanks again for all your comments!! 

The credit score is essentially irrelevant, the mortgage companies don't look at that at all, just the credit history information and the markers on the account.

I have just received a phone call to say that all EON markers were incorrect and have now been removed from my credit file. This should make a massive difference now and will hopefully help me obtain my mortgage. 

It just proves, perseverance pays off. I have made countless phone calls (more than 20 hours worth) sent countless emails and it has paid off. 

If anyone is ever in the same position as me and you know 100% you are not at fault with EON keep fighting and don’t give up!!!

Hi Emily,
First off, I am really happy to hear EON sorted this out for you.
I know the stress it can cause as I am in the midst of an almost identical situation with them.
However mine was due to a house move, the account was in debit when I moved and then there was an issue with the switch. They sent me a letter to say I owed X amount and if I did not pay by 31st August then it would affect my credit file. I called them straight away and arranged a direct debit to cover it off. Turned out despite what they said in their letter, they had already sent the arrears markers to Equifax. I was told by someone today that they checked this with their billing team and it should of never of happened and was a "glitch in the system."

Mid-August I had an offer accepted on a house and already had an AIP with my bank in place. When I did the full application it was declined straight away. After looking into it, I found EON had put markers on my new address account which was less than 2 months old for 3 months in arrears.
I have had countless phone calls with them and sent numerous emails, today I had someone tell me they had filled in a form for the data sharing team but I have lost all faith.

To top it all off, it turned out they owed me £150, I only wish there was some system I could put a black mark against their name on.
Can I ask what email address you sent your directors email to?

It is so stressful when you try to do the right thing, do everything they ask of you and they send inaccurate data to the CRAs which ultimately could of led to me losing out on a home. A first home at that so it has really marred the experience. 
I really hope I have the same outcome as you, I am persistent to say the least so I wont roll over, its just so damn frustrating. 

I am so sorry to hear about this! I completely relate to the frustration and stress that it is causing you. I took the advice from a comment on this chat feed and sent a very lengthy formal letter of complaint to the CEO and partners of EON. The lady who replied was Sara Vaughan, a director at EON (Sara.Vaughan@eon-uk.com). She had a lady called Jade sort everything out for me within a couple of weeks. She was fantastic, removed all markers and couldn’t apologise enough. I would really recommend emailing the directors of EON. I hope you get this all sorted out!! GOOD LUCK!

joeksemail

emily_dutton_ said:

joeksemail said:

emily_dutton_ said:

MWT said:

emily_dutton_ said:

With last years payments being removed it has improved my Credit score, however I still can’t proceed with my mortgage until March is removed so I am going to continue to fight for March 2020 to be removed. 

Thanks again for all your comments!! 

The credit score is essentially irrelevant, the mortgage companies don't look at that at all, just the credit history information and the markers on the account.

I have just received a phone call to say that all EON markers were incorrect and have now been removed from my credit file. This should make a massive difference now and will hopefully help me obtain my mortgage. 

It just proves, perseverance pays off. I have made countless phone calls (more than 20 hours worth) sent countless emails and it has paid off. 

If anyone is ever in the same position as me and you know 100% you are not at fault with EON keep fighting and don’t give up!!!

Hi Emily,
First off, I am really happy to hear EON sorted this out for you.
I know the stress it can cause as I am in the midst of an almost identical situation with them.
However mine was due to a house move, the account was in debit when I moved and then there was an issue with the switch. They sent me a letter to say I owed X amount and if I did not pay by 31st August then it would affect my credit file. I called them straight away and arranged a direct debit to cover it off. Turned out despite what they said in their letter, they had already sent the arrears markers to Equifax. I was told by someone today that they checked this with their billing team and it should of never of happened and was a "glitch in the system."

Mid-August I had an offer accepted on a house and already had an AIP with my bank in place. When I did the full application it was declined straight away. After looking into it, I found EON had put markers on my new address account which was less than 2 months old for 3 months in arrears.
I have had countless phone calls with them and sent numerous emails, today I had someone tell me they had filled in a form for the data sharing team but I have lost all faith.

To top it all off, it turned out they owed me £150, I only wish there was some system I could put a black mark against their name on.
Can I ask what email address you sent your directors email to?

It is so stressful when you try to do the right thing, do everything they ask of you and they send inaccurate data to the CRAs which ultimately could of led to me losing out on a home. A first home at that so it has really marred the experience. 
I really hope I have the same outcome as you, I am persistent to say the least so I wont roll over, its just so damn frustrating. 

I am so sorry to hear about this! I completely relate to the frustration and stress that it is causing you. I took the advice from a comment on this chat feed and sent a very lengthy formal letter of complaint to the CEO and partners of EON. The lady who replied was Sara Vaughan, a director at EON (Sara.Vaughan@eon-uk.com). She had a lady called Jade sort everything out for me within a couple of weeks. She was fantastic, removed all markers and couldn’t apologise enough. I would really recommend emailing the directors of EON. I hope you get this all sorted out!! GOOD LUCK!

Thanks Emily, that email address is really useful.
I also called E.On switchboard and got the email of her PA so have just sent and email to both Sara and her PA. 
I suppose now I just wait..... some more!

joeksemail

*Update*
Just had an email from Sara:
"Dear Joe,

Thank you for your email.  I am not able to access your account directly myself, but please be assured that I have asked that this should be looked into as a matter of urgency.  I hope that it will possible to resolve this for you."

Thanks for the advice guys

MWT

joeksemail said:

After looking into it, I found EON had put markers on my new address account which was less than 2 months old for 3 months in arrears...

I do hope they get everything sorted out properly for you now you've got a good contact with them.

Just for the future though, be aware that markers on your credit report are on 'you' not against a particular address, so if you moved house the markers for the previous address could well end up on your current address account with them.

Either way though if they shouldn't be there then I hope they get removed promptly.

joeksemail

MWT said:

joeksemail said:

After looking into it, I found EON had put markers on my new address account which was less than 2 months old for 3 months in arrears...

I do hope they get everything sorted out properly for you now you've got a good contact with them.

Just for the future though, be aware that markers on your credit report are on 'you' not against a particular address, so if you moved house the markers for the previous address could well end up on your current address account with them.

Either way though if they shouldn't be there then I hope they get removed promptly.

Thanks very much, yes I hope they sort soon or the house will fall through.
Yeah I know about the credit report being linked to a person not an address.
What I meant was there are two accounts for E.On on my Equifax report, one for my old address and one for my new address.
The new address account was only opened in June which stated it was "OK" for that month then somehow for July said the account was 3 months in arrears. How is that possible on an account that is only 2 months old.....?!?!

joeksemail

**Outcome**
Just thought I would update you, I logged into Equifax today to update my report and the arrears had gone!!!!!!!
A short while later I received this email from the Directors office at E.On:

"Dear Mr XXXXXXX

Thank you for your email to our Chief Executive Officer Michael Lewis and to Sara, I’ve  been asked to respond.
I’m really sorry to learn of your concerns and for any inconvenience we’ve caused for you.

We’ve looked into your accounts and can see there has been a fair amount of confusion regarding transferring from your old property to the new, and also with payments etc.

You had cancelled the Direct Debit for the old account in July 2020, which meant that we shared this information with Equifax at the end of the month for July.  

Due to the confusion with the new account and payments, we’ve agreed on this occasion to amend your credit file for the month of July 2020.  We’ve been in touch with Equifax today, so they’ve already updated their records.

For you to be able to see the amendment, you’ll need to request a new report directly from Equifax.

Next steps
Again, I’m very sorry for the delay in coming back to you.  Please let me know by Wednesday 9 September 2020 that this outcome resolves things."

I don't what you guys think, but to me it stinks of an undertone of customer blame. Nethertheless, its sorted now and I have already had an AIP from Natwest and they are working on it.

Also, the reason I cancelled the direct debit was because they told me to as I had moved out of the property.

As Emily said, if this happens to you....... please be persistent! 

"The squeaky wheel gets the grease" - It shouldn't be that way but sadly it is.

Thank you all and thank you Emily for sharing your story as its enabled me to close this off

Amylowse1994

I’m not sure if your still following this post, but I am having exactly the same issue, other than it related to the mistakes they made when taking everyone’s payments early in December, it stopped my mortgage application and they won’t listen to me in my complaint, very similar to yourself. Can you tell me who you emailed in regards to CEO to try help you? Because It’s also delayed my mortgage application and I’m literally at my wits end with it all. Thank you for sharing this post as it even made me feel better to know others have had the same experience! As the stress of it all has been crazy 

emily_dutton_

Amylowse1994 said:

I’m not sure if your still following this post, but I am having exactly the same issue, other than it related to the mistakes they made when taking everyone’s payments early in December, it stopped my mortgage application and they won’t listen to me in my complaint, very similar to yourself. Can you tell me who you emailed in regards to CEO to try help you? Because It’s also delayed my mortgage application and I’m literally at my wits end with it all. Thank you for sharing this post as it even made me feel better to know others have had the same experience! As the stress of it all has been crazy 

Hey Amy, I still get emails when people post in the group. I really do feel what you are going through. It is a terrible experience and even nearly lost me my house as well, but I didn’t, you just need to keep fighting like I did. You can find the contact details on the CEOemail website. Just type this into google. Also read up in this chat. I have commented all the steps I took and contacts I managed to reach and that help me remove mine. I really hope this gets sorted for you. Keep us updated. If you don’t have any luck after you have sent them emails and you need anymore support, post again and see if anyone else has anymore solutions. 

emily_dutton_

joeksemail said:

**Outcome**
Just thought I would update you, I logged into Equifax today to update my report and the arrears had gone!!!!!!!
A short while later I received this email from the Directors office at E.On:

"Dear Mr XXXXXXX

Thank you for your email to our Chief Executive Officer Michael Lewis and to Sara, I’ve  been asked to respond.
I’m really sorry to learn of your concerns and for any inconvenience we’ve caused for you.

We’ve looked into your accounts and can see there has been a fair amount of confusion regarding transferring from your old property to the new, and also with payments etc.

You had cancelled the Direct Debit for the old account in July 2020, which meant that we shared this information with Equifax at the end of the month for July.  

Due to the confusion with the new account and payments, we’ve agreed on this occasion to amend your credit file for the month of July 2020.  We’ve been in touch with Equifax today, so they’ve already updated their records.

For you to be able to see the amendment, you’ll need to request a new report directly from Equifax.

Next steps
Again, I’m very sorry for the delay in coming back to you.  Please let me know by Wednesday 9 September 2020 that this outcome resolves things."

I don't what you guys think, but to me it stinks of an undertone of customer blame. Nethertheless, its sorted now and I have already had an AIP from Natwest and they are working on it.

Also, the reason I cancelled the direct debit was because they told me to as I had moved out of the property.

As Emily said, if this happens to you....... please be persistent! 

"The squeaky wheel gets the grease" - It shouldn't be that way but sadly it is.

Thank you all and thank you Emily for sharing your story as its enabled me to close this off

I have only just seen this!!!! AMAZING NEWS!!!
I am so happy for you. I think half the time the people who deal with the issues over the phone just can’t be bothered to actually look into things properly. I understand they are busy but surely they have a duty of care. Thier  actions effect lives. So happy for you. Incredible news!!!!! 

Everyone who reads this feed. Please read up and all the steps we took. IT DOES WORK IF YOU ARE IN THE RIGHT!!!