TSB changed default date

L0ll5

Hi everyone,
I had a loan with TSB which went into default in May 2016. I entered into a DPP as part of the Debt Arrangement Scheme (Scotland) in September 2016, this loan was included.
In May 2022 the account disappeared from all CRA, as it should have done.
I was left a sum of money which meant I paid the DPP off early on 18/10/22 happy days..or so I thought!
I checked my credit club/experian file yesterday to find this loan has resurrected with a new default date of 27/10/22. The account was fully paid off by this time.
I've contacted experian who say they will contact TSB. I'm in the process of completing their online complaints form. I have the default notice from March 2016 and a screenshot of my experian file from the beginning of May (before this account 'fell off') showing the original default date of 09/05/2016.
I'm just wondering if they can actually do this 🤔  and if there's anything else I should do?

MorningcoffeeIV

You don't need to do anything else unless it isn't removed, in which case you would raise a formal complaint.

sourcrates

Obviously, an error has been made, it`s good you have kept evidence of the original default date.

It may take some time, but it should easily be sorted.

notpropaganda73

Hi @L0ll5, I realise it's probably too soon but would you mind updating us when you hear back? I've had a similar-ish situation although I'm not sure when/if an original default date was registered so it would be good to hear how you proceed with the complaint/getting it sorted. Thanks! 

L0ll5

Update..

I completed the TSB's online complaints form and attached my original default letter from 2016 and a screenshot of my experian credit report from earlier this year which showed the loan with the original default date. A few days later TSB phoned me apologising for the error and stating it would be corrected with all agencies although this may take 3 months. I asked for a transcript/summary of the phonecall and although it's taken a few weeks I've now received that (just incase this doesn't disappear).  I'm lucky I'm a financial hoarder and I was able to access copies of my old credit report with experian.. 😊

L0ll5

Update..
The default date was corrected & the loan disappeared...until yesterday when it  resurrected yet again with a default date of September 2022 and an outstanding balance...
I'm now completing a FOS complaint as I don't believe the TSB will sort this without 3rd party intervention 

L0ll5

Update...
TSB wrote to me offering a refund of fees & interest as they had continued to charge me this after the account had defaulted in error. The letter then goes on to state that as the account is with 'collections' with an outstanding balance they will be using the redress to pay it off.
This account has a balance of zero after my DPP completed which TSB confirmed in their letter of apology after my complaint.

As explained in my previous post I've escalated the complaint to the FOS and told them about the info above.
The FOS have sided with TSB.
They state that they got rid of the initial wrong default (they did) and the new false default should be a separate complaint.
I've asked them to confirm that my role is to police TSBs use of my information and keep filing complaints and apparently thats the case. The TSBs final response letter stated the account was closed with a balance of zero, but that doesn't matter,they seem to be allowed to lie as often as they like.
A large financial institution with all the power in this situation can create false information and me, as an untrained consumer is expected to keep flagging it up. I don't think that's fair but apparently I'm wrong.
Sorry its a bit ranty 😕

MorningcoffeeIV

L0ll5 said:

I've asked them to confirm that my role is to police TSBs use of my information and keep filing complaints and apparently thats the case. The TSBs final response letter stated the account was closed with a balance of zero, but that doesn't matter,they seem to be allowed to lie as often as they like.
A large financial institution with all the power in this situation can create false information and me, as an untrained consumer is expected to keep flagging it up. I don't think that's fair but apparently I'm wrong.

That's not the bit you're wrong about.

It's their job to fix the issue, but your error is in thinking they're lying. System problems and poor customer service without a doubt, but they don't have the time or the motivation to be deliberately falsifying data on your account.

Hope you get it sorted.

sourcrates

I agree, this kind of thing is more likely to be down to system error, human error, or both.

Companies spend millions on compliance staff, and computer networks, which handle billions of bits of information every day, computers mess up, either because the wrong information has been imputed, or because of software/hardware issues, system failures etc, and sometime folk are just lousy at their jobs, but I don`t understand why you think they lied.

L0ll5

Ok I'll rephrase it.
TSB sent me a 'final response' letter confirming the account was closed with a balance of zero.
TSB then sent another letter saying the account was in default, with the collections department with an outstanding balance that they had written to me asking to be paid (they didn't).

One of these letters contains false information,  they can't both be true. 

The false information has then been passed to the CRA's therefore creating more false information about my finances.

Fighter1986

The ICO should be made aware of this, they are the ombudsman of information accuracy in the UK.

The FOS simply look into complaint handling procedures, the ICO look into data integrity issues and GDPR / DPA non-compliance.

False and inaccurate data repeatedly posted to credit reference agencies, whether intentional or not, is a breach of data protection and anyone allowing this to happen a second time following a formal complaint having been upheld would be under a lot of scrutiny from the FOS if you make them aware of the situation.

"System errors" aren't an excuse. Anyone who handles personally identifiable data has a legal responsibility to make sure their systems are robust, and that their processes in place for revocation of inaccurate or misreported data are sound, as well as an institutions ability to investigate, and resolve the root causes of repeated issues of this nature, to make sure an individual isn't repeatedly affected - or in this case, subjected to defamation of character, on a repeat basis.

The repercussions of TSBs actions could be far reaching, including loss of job (if working for an FSA regulated company), increased interest rates on revolving credit accounts held elsewhere, inability to secure a new fixed rate mortgage deal, etc. The list is endless. 

I'm with you OP, it's unacceptable for TSB to treat your data in this way and you should notify the ICO.