Surprise Default notice on credit report. Need to apply for a mortgage

8bitgrumpy

Looking for a spot of help / hope. 

Applying for a mortgage with my wife. My file is all healthy we thought my wifes was but discovered 4 years of default for plusnet mobile. 

We have never taken out a plusnet mobile , it looks like it was never paid . Plusnet does have my wife's name + email on file but took them a long time to track it down and they said they are looking into it. 

We have never received an email / call or letter  stating there is a default which would have caused us to query act and fix years ago. 

Im hopeful this is fixable and removeable fairly quickly. Plus net have confirmed no activity ever on the account and sim was never activated, They are processing it as fraud. Am i right in thinking if the conclusion of that is they think we did set it up (we didnt ) they have failed on their part for never contacting us over an account which has never received a payment?

We need this removed quickly and not sure if there is more we can be doing other than let plusnet know. 

Thanks in advance. 

[Deleted User]

You can complain to them and they'll probably given you a token compensation sum but they have to go through all their processes to ensure it's removed properly and correctly logged as fraud. Proving you never received an email is difficult but you could DSAR them for a copy of all their data on her and that would probably show if they did send account emails etc or not which would at least allow you to push them more if they genuinely never contacted her

Do note for future it's a good idea to check the file monthly or so just in case of fraud etc