Tesco bank failed to take DD; threatening my credit record

jamiewakeham

kaMelo said:

As to what you want to happen, you've complained about it and they refunded the non payment fee so you're not out of pocket.

I'd be amazed if they marked it as a "missed" payment, rather just marking the payment as £0 instead. You obviously don't want either of these but I don't see how they can do so completely.

They can avoid putting a "missed" payment, they can avoid putting a "zero" payment, but even if they did so the running balance will remain the same so the "evidence" is there if someone wanted to find it and I don't see an ombudsman asking them to change that.

I'm definitely not looking for any financial redress here - as you say, they've refunded the late fee.  My only concern is the effect on my credit score.

So this is what Experian currently have on me:



I have quite literally never missed a payment in my life so I am annoyed at having this late payment marker.  I'm not an expert in this - is the very best outcome I can now play for that they change this to an 'on time' payment of zero?  

jamiewakeham

Well, it's not often I am astonished.

I sent that video to Tesco Bank.  They've responded to say that they now accept that there was an error in their app and I was not given the correct warning to make a manual payment.  As a result they are removing all reference to the incident with the four credit agencies, pushing an update to the app to fix the error, and are paying me £150 to apologise for not believing me the first time round.

I was never in this for any sort of compensation, but given that they implicitly accused me of being something between an incompetent and a liar, £150 doesn't seem unreasonable!  I'd still have preferred them to have believed me when I told them what the app had said in the first place, though.  I'll stick the money in a few charity tins.

I will be very interested to see exactly what does end up on my record with Equifax.  They said it can take up to 60 days to update, so I've diarised checking it.

ratechaser

jamiewakeham said:

Well, it's not often I am astonished.

I sent that video to Tesco Bank.  They've responded to say that they now accept that there was an error in their app and I was not given the correct warning to make a manual payment.  As a result they are removing all reference to the incident with the four credit agencies, pushing an update to the app to fix the error, and are paying me £150 to apologise for not believing me the first time round.

I was never in this for any sort of compensation, but given that they implicitly accused me of being something between an incompetent and a liar, £150 doesn't seem unreasonable!  I'd still have preferred them to have believed me when I told them what the app had said in the first place, though.  I'll stick the money in a few charity tins.

I will be very interested to see exactly what does end up on my record with Equifax.  They said it can take up to 60 days to update, so I've diarised checking it.

Good result and I hope that all their actions are followed through on. As I said before, I do think that when people act in good faith then they shouldn't be penalised for it and that's where hopefully you will end up.