Anything I can do? British Gas system error ruined credit score

Browny137

TLDR; British Gas submitted incorrect information to the CRAs which has made my credit score 200 and is therefore preventing me from re-mortgaging. They've admitted this is caused by a "system error" but it has still not been resolved. What can I be doing to try and hurry this up?

Full story:
So a month ago, July 2022, I checked my credit report before applying to re-mortgage, where I discovered a "poor" score caused by an alleged three missed payments with British Gas. I immediately called them to enquire and was told there was no record of this their end.

The next day when looking at the report in more detail I realised it was against my old address - from 15 months prior. I chased British Gas and they insisted I owed £197. I asked why I had never been chased via letter or email, and they confirmed the only letter sent was in April 2021 to inform me they would be withdrawing the amount via "variable direct debit" - and I didn't need to take any action. For some reason this was never taken, and British Gas didn't send any further letters or emails. In April 2022 they reported the first missed payment. I was told by the complaint handler it would take 7-12 days to resolve this issue.

Day 12 I had not heard anything so I called to chase, where I was told there had been a system error and they had contacted "the credit bureau" to have the missed payment markers removed from my file. I was given a reference for this but not told which CRA they had contacted, I was also told it could take up to 20 days to change on my report.

Day 25 my credit score was lowered further when a fourth missed payment was recorded. I contacted British Gas where I was told a case handler had not been assigned and I needed to wait to be called. I asked about the system error I was told about previously and the complaint handler apologised that I had been given false information. However I believe this was incorrect, as they would have got the reference from "the credit bureau" from somewhere. I was told there is nothing they can do and that I need to wait to be contacted - up to 8 weeks.

I then contacted the Ombudsman but was told I can't take any action until 8 weeks, without a deadlock letter.

I have emailed the three major CRAs requesting an update on the case reference I was given, they did not want to discuss on the phone as I am not subscribed to any of them

The irony of this is I am still a British Gas customer and currently pay over £300 a month for gas/electricity, this dispute over £197 is clearly absurd but is soon going to cost me a lot of money if my mortgage goes onto the variable interest rate.

Is there anything I can do to help speed up a resolution? 8 weeks before the Ombudsman will even accept a complaint is just madness. Furthermore, can I realistically expect compensation from this ordeal?

[Deleted User]

For clarity, it's not your score which is preventing anything. The missed payments are the issue.

It sounds as if they are in the process of being removed, so there is nothing more to be done. Be aware that your score is likely to drop further when this happens, but that's fine, as the data will be correct.

Keep an eye on all three files, but be aware that unless you are paying for the full reports, you won't see the change in real time, so may be up to a month out of date.

brianposter

Make an application to re-mortgage and keep the rejection letter so that you can provide evidence of how much the error has cost you (assuming it is their error ) ?

SusieT

As a note off the subject of your credit report. If you log on to your mortgage account and choose a product switch to a different rate (with the same provider, but do not call them or go through a broker etc0, that should go through without a credit history check provided you have made all payments on time. 
It does not sort out the problem woth BG, but will allow you to get a better fixed rate than paying at standard variable.

macman

Your credit score is a fictitious number which lenders don't even see.

Browny137

SusieT said:

As a note off the subject of your credit report. If you log on to your mortgage account and choose a product switch to a different rate (with the same provider, but do not call them or go through a broker etc0, that should go through without a credit history check provided you have made all payments on time. 
It does not sort out the problem woth BG, but will allow you to get a better fixed rate than paying at standard variable.

That's a great suggestion, thank you

Browny137

macman said:

Your credit score is a fictitious number which lenders don't even see.

Yes apparently so, however they do see the fictitious "missed payments"

macman

Browny137 said:

macman said:

Your credit score is a fictitious number which lenders don't even see.

Yes apparently so, however they do see the fictitious "missed payments"

Indeed. But your first post stated that it was your (fictitious) credit score of 200 that was trashing your mortgage prospects, which it isn't.

Browny137

Quick update - still no progress unfortunately, tomorrow I will be going to the Ombudsman as it will have been 8 weeks.

I've made brief notes each time I've called British Gas - four hours on the phone so far - where I have been told every time I will get a call later that same day. The best I've officially been told is that I have been assigned a case handler.

km1500

also keep detailed information of any actual financial loss you incur, and when it is all over claim it back from them via the court if necessary (plus a little bit, not much, for stress inconvenience etc)