Help with an unfair late payment

absportland

Hello 

I’m just wondering if anyone can help. 

I’m currently in the process of buying a new house and getting a port mortgage with Santander, they’re happy to offer a mortgage but want a late payment cleared off my account first. It’s worth mentioning I am due to exchange next week. 

I wasn’t ever aware of this late payment however I looked into it. 

In September I changed jobs and so phoned Halifax to get my direct debit date changed from the 28th of the month to the 2nd, the gentleman I spoke to was really helpful and it was done in 5 minutes.  Come the 28th September they took payment which was then returned to me on the 30th, they then took payment again on the 5th October which went through fine. I received no communication regarding this and didn’t pick it up until the 18th when I phoned and was told my DD wasn’t changed and they had no record of the call. I asked if this would affect my credit score and they said no. 

Fast forward to now and it turns out there’s a late payment on my Experian, which is Halifax. 

I’ve phoned Halifax and they admit fault with not alerting me of the returned DD but will not remove the late payment, meaning therefore I’ll lose my mortgage. I’ve had to raise an official complaint which I’m waiting to hear back on. 

I just really need some advice, I’m extremely anxious and worried due to losing the new house and then pulling out of the sale of mine. 

It’s worth mentioning also that my account with Halifax is completely up to date, never missed a payment and never been in arrears. 

Thanks in advance. 

2021BJ

There isn't any advice anyone can give.  They're refusing to remove the marker so the only thing you can do is raise an official complaint, which you have done.

I'd be preparing to lose the house if I were you.  Getting this resolved in a week is extremely unlikely.

absportland

2021BJ said:

There isn't any advice anyone can give.  They're refusing to remove the marker so the only thing you can do is raise an official complaint, which you have done.

I'd be preparing to lose the house if I were you.  Getting this resolved in a week is extremely unlikely.

Appreciate the reply, thanks. 

Thrugelmir

absportland said:

It’s worth mentioning also that my account with Halifax is completely up to date, never missed a payment and never been in arrears. 

If the payment isn't made on the contractual due date then it is by default late. 

absportland

Thrugelmir said:

absportland said:

It’s worth mentioning also that my account with Halifax is completely up to date, never missed a payment and never been in arrears. 

If the payment isn't made on the contractual due date then it is by default late. 

As far as I’m aware it doesn’t effect your credit score unless it is over 30 days late? As I say, I changed my direct debit date so I had absolutely no idea. 

2021BJ

absportland said:

Thrugelmir said:

absportland said:

It’s worth mentioning also that my account with Halifax is completely up to date, never missed a payment and never been in arrears. 

If the payment isn't made on the contractual due date then it is by default late. 

As far as I’m aware it doesn’t effect your credit score unless it is over 30 days late? As I say, I changed my direct debit date so I had absolutely no idea. 

No, late is late.  Some companies may give a grace period but they are under no obligation to do this.

absportland

Okay, thanks for all your help. 

Thrugelmir

absportland said:

Thrugelmir said:

absportland said:

It’s worth mentioning also that my account with Halifax is completely up to date, never missed a payment and never been in arrears. 

If the payment isn't made on the contractual due date then it is by default late. 

As far as I’m aware it doesn’t effect your credit score unless it is over 30 days late? As I say, I changed my direct debit date so I had absolutely no idea. 

Lenders don't use credit scores, just the factual data in arriving at their decision. 

xlnc99

Strange one this - almost unbelievable. 
So i assume this is a Halifax Credit Card/Loan that was being repaid by monthly direct debit?
There is no way they should mark this as a late repayment (as you said you always get a grace period, usually around 30 days but at least 14 days). Ive never in my life seen a company, be it mobile, bank loan, credit card mark a late payment until at least 14 days grace.

With loans, credit cards, mobiles, telecoms etc their grace period is usually the next statement date - whenever that is. Usually between 14-28 days after payment is made.

Finally the fact that you made payment on 28th and it did not go through, then they tried again on the 5th and it went through fine means 100% they should not give a late payment marker. This is normal for bounced DD's, they always try again a week or two after.

So this is all very confusing, i would defo make a complaint and be nice to them in the letter/email. Address the ceo too on email, that always help. It gets passed on a senior customer complaint team. Also try and fact check everything, evidence, time stamps, conversations etc.

Are you sure its not Halifax are the bank that gave you the late marker for being overdrawn or something as it doesnt make sense for them to give you a late marker if payment was made as you said.

GrumpyDil

What is your statement due date? I'm just wondering if the change of collection date meant you missed the statement due date and hence missed a payment during the statement period as the later paymemt could have fallen into the next statement period

absportland

xlnc99 said:

Strange one this - almost unbelievable. 
So i assume this is a Halifax Credit Card/Loan that was being repaid by monthly direct debit?
There is no way they should mark this as a late repayment (as you said you always get a grace period, usually around 30 days but at least 14 days). Ive never in my life seen a company, be it mobile, bank loan, credit card mark a late payment until at least 14 days grace.

With loans, credit cards, mobiles, telecoms etc their grace period is usually the next statement date - whenever that is. Usually between 14-28 days after payment is made.

Finally the fact that you made payment on 28th and it did not go through, then they tried again on the 5th and it went through fine means 100% they should not give a late payment marker. This is normal for bounced DD's, they always try again a week or two after.

So this is all very confusing, i would defo make a complaint and be nice to them in the letter/email. Address the ceo too on email, that always help. It gets passed on a senior customer complaint team. Also try and fact check everything, evidence, time stamps, conversations etc.

Are you sure its not Halifax are the bank that gave you the late marker for being overdrawn or something as it doesnt make sense for them to give you a late marker if payment was made as you said.

Thanks for your reply. 

Yes it is a small loan I took out to buy a classic car! It’s paid every month in time, I switched jobs in September hence why I changed my direct debit date to the 2nd instead of the 28th. 

I’ve checked my Experian and the mark on my account is definitely Halifax, they’ve even admitted this. 

My new concern is that, as it’s the end of the month, they’ve done it in line with my statement date? So essentially they only gave me 1 day to make the payment, if that makes sense. My main argument is that if I thought the money was going out on the 2nd as agreed, I’d never have known they tried to take it on the old DD date?

I’ve raised a complaint so just desperate to hear back soon.