Poor credit score because of a mistake by Plusnet

mehedi206

Hi,

I am exhausted trying to get Plusnet to correct their mistake since October 2020, despite admitting their mistake and refunding the money. Is there anything else I can do as it's affecting all forms of loans, including mortgage applications?

Background:

1. I was with Plusnet on a rolling contract and decided to leave them on 12/04/2020 by porting out my number and cancelling my Direct Debit.

2. They continued to bill me and tried to take payments for the following 4 months, of which I wasn't aware but paid as soon as I was aware then contacted Plusnet, which they responded with the following statement:

"I can confirm we have been able to close your account as therefore no further bills will get produced. 

I have arranged for our credit team to now update your credit file due to our system error, this will take up to 30 - 45 days to show on your credit file depending on which date your file updates.  I have also arranged for a refund of £45.96 as this should not have been paid due our system error, this will take up to 5-10 working days."

3. Almost a year on, they have not corrected their credit file and I am getting rejected for every loan or mortgage applications, even though my score is High (around 900).

4. I have tried to reach out to their support team but they simply did not respond.

Are there anything else I can do? Your advice would be greatly appreciated.

[Deleted User]

Scores aren't used by lenders or anyone else, so forget about using that as a guide.

Raise a dispute with each of the CRAs, whilst still following up with Plusnet.

Farway

You can also ask the CRAs to attach a copy of the Plusnet mail to their files on you, I think it is under "dispute" or similar

And it is unfortunate fact that the more times you apply & get rejected the worse it gets

mehedi206

Deleted_User said:

Scores aren't used by lenders or anyone else, so forget about using that as a guide.

Raise a dispute with each of the CRAs, whilst still following up with Plusnet.

Thanks for your reply. I have tried to reach out to Experian and they've said they can only act upon what they've been instructed by the company.

[Deleted User]

mehedi206 said:

Deleted_User said:

Scores aren't used by lenders or anyone else, so forget about using that as a guide.

Raise a dispute with each of the CRAs, whilst still following up with Plusnet.

I have tried to reach out to Experian and they've said they can only act upon what they've been instructed by the company.

Don't 'reach out'. Raise a formal dispute so that they raise it with Plusnet.

The_Fat_Controller

Porting out a number and cancelling a Direct Debit does not necessarily cancel a service.

Did another provider take over the service on the same line or did you give them the required notice to cancel ?

What is actually showing on your credit report, missed payments or a default ?

jnm21

Porting out a number does cancel the service. It may not cancel any contractual obligations - it certainly does not cancel any monies owed (including early termination fees).

That said it is moot here where PN admitted the mistake.

@mehedi206 first thing to do is stop applying for credit elsewhere until this is sorted - you are unlikely to be successful & the extra searches will make the situation worse.

I believe that the credit reference agencies must take on board complaints about inaccurate information (not to do so would be a GDPR breach & possibly could leave them open to legal proceedings, perhaps for libel).

Third idea (if you have time) is to make contact with the organisations that have turned you down for credit since. Explain the situation - they may reverse their decision or even agree to remove their search from your record (I believe this to be within their power, but not sure).

Good luck! 

username

Have you made a formal complaint to Plusnet - complaints at plus dot net ?

If Plusnet are still erroneously reporting the adverse information to your credit record outwith the period that they have advised for correction, enclose this too.

Enclose the relevant factual evidence from your credit file(s) showing the adverse data and insist on correction.

Keep a log of your activity and correspondence, do not deal with via phone.

No one cares for the "score", as said this is irrelevant as the number is arbitrary. It's the data which lenders will care about.

Letters or emails only, as this provides a written trail and saves the hassle of having to explain again to another operator.

mjm3346

"I have also arranged for a refund of £45.96 as this should not have been paid due our system error, this will take up to 5-10 working days."

Just to check this is the full amount you paid them as a one off payment that has been refunded and not just part of it.