Missed payment to Three because of DD set-up issue?!

hopeitwill

Hi everyone,

I have just checked my credit file and there is a missed payment which I had no idea that it was there. Apparently back in Dec 19, when I wanted to upgrade my phone through Three but then cancelled it, the old direct debit was first cancelled to a new one. Then the new one was cancelled to allow for the old one.

But because the latest direct debit was set up after the bill was issued (although on Three's advice to wait), Three did not take a payment in Jan 19 but did so twice the amount in Feb 19 which creates a huge problem for me because it looks like a missed payment for Jan 19 in my credit file.

Now I contacted Three about this which trust me they were no help at all. Credit Referral team refers you to the Customer Service team who wants you to take it up with your Banking Society, and the chatbox is useless. 

Is there anything I can do for this so that it can be rectified or will i have to for 7 years for it to leave my credit file?

D3xt3r5L4b

Raise a complaint.
And it’s only on your files for 6 years not 7. 

hopeitwill

I have raised it, which of course it will take time and I am just in the midst of applying for a mortgage, and they will most likely see this blip on my file.

D3xt3r5L4b

Use a decent broker and explain the situation to them and show that you’ve raised the complaint etc. to get it resolved.

Any decent broker will accept the evidence that you’re trying to rectify things. 

hopeitwill

Thanks again, I will do so.

SpreadableToast

Who cancelled the DD?  If it was you and you don't have evidence of being advised to do this, any complaint will fail.

cymruchris

Does it actually show as a missed payment? As in ACTUALLY show as a missed payment? Or does it have some kind of 'unknown' or 'not updated' status? What term has the missing month been given on your CRA report?

hopeitwill

SpreadableToast said:

Who cancelled the DD?  If it was you and you don't have evidence of being advised to do this, any complaint will fail.

Three cancelled the direct debit and they have a record of themselves doing it, but of course there is not a record of them telling me to wait for a few days before putting it back on.

cymruchris said:

Does it actually show as a missed payment? As in ACTUALLY show as a missed payment? Or does it have some kind of 'unknown' or 'not updated' status? What term has the missing month been given on your CRA report?

It shows on credit karma as a "Missed payment".

hopeitwill

Looking at ClearScore, the "Missed Payment" is recorded for Feb 19 instead of Jan 19. Very strange.

hopeitwill

Just as an update on this for anyone who may come across something like this, the missed payment entry for Credit Karma has now been deleted. Three didn't want to deal with it in the first place but with some persistence, they have looked at my payment history etc. and now it's been dealt with. I have also raised a complaint to their executive office, which may have expedited things for me.

Shakin_Steve

hopeitwill said:

SpreadableToast said:

Who cancelled the DD?  If it was you and you don't have evidence of being advised to do this, any complaint will fail.

Three cancelled the direct debit and they have a record of themselves doing it, but of course there is not a record of them telling me to wait for a few days before putting it back on.

cymruchris said:

Does it actually show as a missed payment? As in ACTUALLY show as a missed payment? Or does it have some kind of 'unknown' or 'not updated' status? What term has the missing month been given on your CRA report?

It shows on credit karma as a "Missed payment".

You can't put a direct debit 'back on'. The company you are paying contact the bank to set  it up.