Vanquis closed account based on incorrect data

milkybeerh

Last year I requested a payment holiday on my Vanquis account due to a temporary change in finances. They put me on a instalment payment plan, which I wrongly assumed was a short term plan, as I had requested, as would be reviewed, as per the confirmation letter. When my circumstances returned to normal I contacted Vanquis to advise I could return my account to normal status. They advised that wasn't possible. I currently have approx £3k outstanding on my account and they have set up a £10 per month payment plan, the whole time recording on my credit file as AP. This will take 30+ years to clear at this rate. I did a SARs as I wasn't convinced this was corrected. It showed on my notes that my circumstances had changed and that I had to quit full time employment to become a full time carer for my daughter. I have not left my job, nor do I have a daughter. I believe I was incorrectly placed on somebody else instalment plan and as a result have suffered negative impacts on my credit report. Do I have a case to complain? I assume they will have a recording of the call and it will prove it wasn't me, as I only ever communicate via writing with them. Advice appreciated.

[Deleted User]

Was it an agreed payment holiday under Covid, or an arrangement? That will determine what should appear on your files.

Separately, you can ask whether they would reinstate your account, but they're under no obligation to. They're highly unlikely to have recording of the call.

2021BJ

milkybeerh said:

Last year I requested a payment holiday on my Vanquis account due to a temporary change in finances. They put me on a instalment payment plan, which I wrongly assumed was a short term plan, as I had requested, as would be reviewed, as per the confirmation letter. When my circumstances returned to normal I contacted Vanquis to advise I could return my account to normal status. They advised that wasn't possible. I currently have approx £3k outstanding on my account and they have set up a £10 per month payment plan, the whole time recording on my credit file as AP. This will take 30+ years to clear at this rate. I did a SARs as I wasn't convinced this was corrected. It showed on my notes that my circumstances had changed and that I had to quit full time employment to become a full time carer for my daughter. I have not left my job, nor do I have a daughter. I believe I was incorrectly placed on somebody else instalment plan and as a result have suffered negative impacts on my credit report. Do I have a case to complain? I assume they will have a recording of the call and it will prove it wasn't me, as I only ever communicate via writing with them. Advice appreciated.

So did you request and agree to a repayment plan of £10 or didn't you?

On the one hand you say you did, and then you go on to say "it wasn't me."  I don't think the notes on the file matter much if you did request and agree to a £10 per month payment plan.

You appear to be making assumptions about what was agreed, but you have a confirmation letter so it should be clear from that letter what was agreed. If it does not say it was short-term, it wasn't short-term.  It doesn't sound like this was COVID-related.  If it wasn't then recording it as an AP is correct.  If it was, you may have an argument to remove the markers but Vanquis are well within their rights to close the account to new spending if they wish and it appears that is what they're doing.  You can always pay more than £10 a month if you don't want to take 30 years to clear the debt.

born_again

How long for & when did you request the payment holiday?

MattMattMattUK

A provider can withdraw the service at any time, you can change the payment plan with them, but you can not force them to reinstate the account.