HELIODOR HELP PLEASE!

KAYBELLE

Hello
I am desperately hoping someone will be able to advise me. 

I was recently refused a loan.  This has never happened to me so I was shocked.  My bank advised me to register with Experian, which I did.
On my report there was a loan with Heliodor that I had no knowledge of.  It has ticks to say it had been paid monthly for over 6 years but the last 4 months were X’s to say it had not been paid.
By the magic of Google I found out that this company took on NRAM mortgages and loans.
We had a mortgage that ended with NRAM in August 2016.  It was fully paid off and we never thought about it again.
After waiting 57 minutes on hold for Heliodor I was finally told that this loan is an unsecured loan from when we had our mortgage that we have been paying but not for the past 4 months.
The huge issue we have is that we have never heard or been told about this loan, we have never paid any monthly payments and Heliodor say we have been paying it since 2016 🤷‍♀️
They have said the loan is owing £8100!!!!
We have no idea what to do, we are adamant we don’t owe this money but have no paperwork.
Please can someone help us as it is hugely affecting our credit score.
How can they suddenly say after 6 and a half years that we owe money and have only defaulted on the loan 4 months ago???  

Heliodor cut me off as I was speaking to them and I can’t face another 57 minute wait! 😢😢

sourcrates

Unusual, are you certain this is not your debt?

Is there someone else, family for example, may have been paying it?

You need to make a written complaint to them, tell them this is not your debt, and you have no knowledge of it, ask for details of how payment was collected, from which account, and in whose name.

Someone using your name and address details has been paying the loan until recently, you need to look deeper into that first.

KAYBELLE

Thank you - I hadn’t considered someone else could have taken it out and been paying it.  I just thought it was an error on their part.
I am in the process of drafting a letter to them now.
I’m just so worried.