Can’t log in to pay - so charges on my file?

memphis73

Morning, 

I’d greatly appreciate advice with this. I cut up a M&S credit card last year and told M&S I wanted to just pay it off in instalments. 

However when I tried to log in this month, the system locked me out repeatedly. I tried to call them but with Coronavirus 19 uncertainty, I couldn’t get through. 

Finally when I got hold of them it was past my payment date. They said they were going to review my complaint—‘d I received the below. 

No suggestion they will remove the late notice from  my credit file, but they have waived the late fee of £12. 

I’d appreciate advice on whether 

A) how to ask them to remove credit file late notification

And b) in more difficult financial circumstances, can I ask them for any forbearance such as the interest charges, to help me pay this off quicker? 

Many thanks in advance!

Forwarded email - 

Further to your conversation with us on 27 October, I’m sorry for the inconvenience caused when you weren’t able to make a payment, online.

 

I understand you contacted us in June 2019 to let us know you wanted to end the agreement with us and pay the account off at the interest rate at the time. At that point, the card was deactivated and a block applied at account level.

 

We replied to your message on 23 June that the interest rate would remain the same as you have taken the option to pay off the account. We advised that once the balance was paid off we would close the account.

 

If an account is dormant the access to online banking is usually withdrawn. When you spoke with us on 27 October we reinstated your online access so you could make a payment.

 

Going forward, you may like to make alternative payment arrangements.

 

[Deleted User]

A ) You paid late, the lender has the duty to report this fact so other lenders are aware of your history. If you asked politely and explained the impact, they might remove it but they have no obligation to do so. Your instalments will almost certainly be on your file anyway.

B ) Financial hardship is a separate thing, it would be done when you started to struggle, they have no requirement to refund interest, some banks simply remove charges, put you in debt management etc

Your mistake here was not paying the money off by direct debit or standing order, manually paying was always going to be a risk e.g. if you were ill or had no internet access or whatever. You could have paid via a transfer as an alternative. Learn from this and pay monthly by DD