Mortgage declined due to EON
bluemoon25
Forumite 12 Posts
Hi all,
I am hoping for some advice if possible?
I am/was in the process of buying a house. My credit report has always been good and no issues there. We got a mortgage in principle and found a lovely house lower than the mortgage offered, put in an offer on the house only to sign off on the mortgage today and bam, declined. The mortgage broker advised us to do a full credit report with CheckMyFile to find that EON have marked my account wrongly in 2018 as in arrears and the credit agency is saying this is the reason why I have struggled to get credit over the last 5 years and it has severely negatively impacted me all this time and it is the reason why the mortgage was declined.
Long story short, we rent and moved into our current property. There was a different supplier there so I requested a final bill from the previous property to EON and submitted the final meter reading. We were massively in credit at that point so I was expecting money back. Low and behold, the final bill that came back was through the roof and we ended up owing hundreds of pounds. I went back and forth with them as I had updated my meter readings monthly so could not understand why. In the end after a lot of aggro and me escalating the claim, they acknowledged that they had not clicked a button over a few months when I gave my meter readings so we did actually owe the money (which was fine) but because of it being their issue, they offered to settle with them taking off a chunk of what was owed. I paid off a chunk and arranged to pay the final amount over a few months. I asked to set up a direct debit, was told no, I had to do a standing order for it to come out on the 1st of the month. That was done, it was coming out each month on the first, no problem. Then I get a text on the day of the last payment to say I have made no payments and that they would be coming after me for arrears. Back on the phone I went for hours and after a lot of arguments, it was acknowledged that there was a system failure and my payment arrangement had not been logged/failed by the manager I spoke to. They had automatically started the collection process and I quote 'It also meant that we incorrectly shared data on the account with the credit bureaus.'. They went on to say that they had spoken to the data team, advised them of the situation and they confirmed that they had requested to remove the negative shares on my report and it would take up to 21 days.
Apparently, this never happened and because I always did my credit checks yearly with clear score or Experian and it did not show on either of them, I assumed everything had been sorted.
Now, this month I finally have saved a deposit, got the MiP and put in the offer on the house only to have it declined as we went to sign the paperwork. We had a credit report done by CheckMyFile and of the 3 agencies they check, it has only come up on Equifax, not the other two and this is the reason why my mortgage was declined. I can get a much lower mortgage still but I have been warned that they may decline me due to this as well and we are about to loose the house if this is not sorted in a few days. My mortgage broker said to me today that the only thing I can do is get this wiped quickly, find an extra £15k on the deposit to fund the missing gap or take a step back and loose the house.
I don't have an extra £15k and I do not know how long it will take to get this wiped off of my record.
My father who works in the mortgage industry is horrified at it all. The only bonus that I have is that I have all the transcripts and emails as well as an email from the resolution team closing the account and acknowledging the fault on their side and saying they will get this negative report removed (which they never did). He thinks we could get compensation as it has effected my credit score so badly over the last few years (and explains why I have struggled recently to get a new phone contract and why when I went to get a new credit card, the APR/interest rates were so high). My concern right now is not compensation though, I just want to get this off my credit rating and get my house sorted. My kids are in limbo, my husband is beside himself and I feel like it is all my fault. My credit rating is perfectly fine apart from this one issue. I have no loans or CCJ's. I have no debt or overdrafts and just one credit card with a very low balance and I pay way more than the minimum payments each month (in fact, it will be paid off again in the next 2 months time, my minimum payment is £15 per month and I paid £100-£150 a month to get it cleared over a few months). There are no blemishes on my credit report all the way back to 2014 apart from this one via EON in 2018 and it is devastating.
The only relief I have is that I am not the only one who has faced this as I can see others online and in these forums who have also had issues with eon and had problems with getting a mortgage due to what has happened but the likelihood is that I will now loose my house and the money put in to solicitors etc.
I have emailed the ombudsman, eon, the directors of eon and the resolution team today. I have put in a report to Equifax and I am speaking to CheckMyFile now but I do not think this will be resolved in enough time. I also called EON this morning and the gentleman on the phone said he could not help me, had no number to give to me to speak to someone else, he could not patch me through to anyone else and that the only thing I could do was email and they would get back to me within 5 working days. I also complained that the complaints number on their website is not working and he said I would have to call up and speak to someone else separately about that!. I have not slept or eaten in the last 24 hours, its my husband's birthday today and I cannot get him out of bed as he has ended up stressing out so much that he has made himself poorly. We need to move urgently as our landlord is selling our house and the rent at a new place is more than what our mortgage would be. We have no chain and only need to give a months notice and the vendor of our new house has no chain and wants to move quickly (whilst being sympathetic). To say that I am stressed, anxious and scared is an understatement.
Any advice would be hugely appreciated from anyone who has gone through this. If it was my fault, I would accept it but I cant believe that this is what has caused all the issues I have had over the last 5 years and tbh, it is over £100 that I paid back on time as requested and all because of a fault on their side which they have admitted to, it has caused all of this heartache. I have all the transcripts, the emails and the email acknowledging they were at fault as well which is equally frustrating and I have submitted this all to Equifax.
I don't know what to do......
I am hoping for some advice if possible?
I am/was in the process of buying a house. My credit report has always been good and no issues there. We got a mortgage in principle and found a lovely house lower than the mortgage offered, put in an offer on the house only to sign off on the mortgage today and bam, declined. The mortgage broker advised us to do a full credit report with CheckMyFile to find that EON have marked my account wrongly in 2018 as in arrears and the credit agency is saying this is the reason why I have struggled to get credit over the last 5 years and it has severely negatively impacted me all this time and it is the reason why the mortgage was declined.
Long story short, we rent and moved into our current property. There was a different supplier there so I requested a final bill from the previous property to EON and submitted the final meter reading. We were massively in credit at that point so I was expecting money back. Low and behold, the final bill that came back was through the roof and we ended up owing hundreds of pounds. I went back and forth with them as I had updated my meter readings monthly so could not understand why. In the end after a lot of aggro and me escalating the claim, they acknowledged that they had not clicked a button over a few months when I gave my meter readings so we did actually owe the money (which was fine) but because of it being their issue, they offered to settle with them taking off a chunk of what was owed. I paid off a chunk and arranged to pay the final amount over a few months. I asked to set up a direct debit, was told no, I had to do a standing order for it to come out on the 1st of the month. That was done, it was coming out each month on the first, no problem. Then I get a text on the day of the last payment to say I have made no payments and that they would be coming after me for arrears. Back on the phone I went for hours and after a lot of arguments, it was acknowledged that there was a system failure and my payment arrangement had not been logged/failed by the manager I spoke to. They had automatically started the collection process and I quote 'It also meant that we incorrectly shared data on the account with the credit bureaus.'. They went on to say that they had spoken to the data team, advised them of the situation and they confirmed that they had requested to remove the negative shares on my report and it would take up to 21 days.
Apparently, this never happened and because I always did my credit checks yearly with clear score or Experian and it did not show on either of them, I assumed everything had been sorted.
Now, this month I finally have saved a deposit, got the MiP and put in the offer on the house only to have it declined as we went to sign the paperwork. We had a credit report done by CheckMyFile and of the 3 agencies they check, it has only come up on Equifax, not the other two and this is the reason why my mortgage was declined. I can get a much lower mortgage still but I have been warned that they may decline me due to this as well and we are about to loose the house if this is not sorted in a few days. My mortgage broker said to me today that the only thing I can do is get this wiped quickly, find an extra £15k on the deposit to fund the missing gap or take a step back and loose the house.
I don't have an extra £15k and I do not know how long it will take to get this wiped off of my record.
My father who works in the mortgage industry is horrified at it all. The only bonus that I have is that I have all the transcripts and emails as well as an email from the resolution team closing the account and acknowledging the fault on their side and saying they will get this negative report removed (which they never did). He thinks we could get compensation as it has effected my credit score so badly over the last few years (and explains why I have struggled recently to get a new phone contract and why when I went to get a new credit card, the APR/interest rates were so high). My concern right now is not compensation though, I just want to get this off my credit rating and get my house sorted. My kids are in limbo, my husband is beside himself and I feel like it is all my fault. My credit rating is perfectly fine apart from this one issue. I have no loans or CCJ's. I have no debt or overdrafts and just one credit card with a very low balance and I pay way more than the minimum payments each month (in fact, it will be paid off again in the next 2 months time, my minimum payment is £15 per month and I paid £100-£150 a month to get it cleared over a few months). There are no blemishes on my credit report all the way back to 2014 apart from this one via EON in 2018 and it is devastating.
The only relief I have is that I am not the only one who has faced this as I can see others online and in these forums who have also had issues with eon and had problems with getting a mortgage due to what has happened but the likelihood is that I will now loose my house and the money put in to solicitors etc.
I have emailed the ombudsman, eon, the directors of eon and the resolution team today. I have put in a report to Equifax and I am speaking to CheckMyFile now but I do not think this will be resolved in enough time. I also called EON this morning and the gentleman on the phone said he could not help me, had no number to give to me to speak to someone else, he could not patch me through to anyone else and that the only thing I could do was email and they would get back to me within 5 working days. I also complained that the complaints number on their website is not working and he said I would have to call up and speak to someone else separately about that!. I have not slept or eaten in the last 24 hours, its my husband's birthday today and I cannot get him out of bed as he has ended up stressing out so much that he has made himself poorly. We need to move urgently as our landlord is selling our house and the rent at a new place is more than what our mortgage would be. We have no chain and only need to give a months notice and the vendor of our new house has no chain and wants to move quickly (whilst being sympathetic). To say that I am stressed, anxious and scared is an understatement.
Any advice would be hugely appreciated from anyone who has gone through this. If it was my fault, I would accept it but I cant believe that this is what has caused all the issues I have had over the last 5 years and tbh, it is over £100 that I paid back on time as requested and all because of a fault on their side which they have admitted to, it has caused all of this heartache. I have all the transcripts, the emails and the email acknowledging they were at fault as well which is equally frustrating and I have submitted this all to Equifax.
I don't know what to do......
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I would expect a little building society would take a human approach to this. If you can get a letter from eon to say something along the lines of we asked the customer to do this, they did this, but there appears to have been an issue which we are currently investigating (or better still an admission of fault) then I suspect assuming everything else is clear they would see it is just a mistake.
That sorts out the issue now. But it will probably cost you more.
You could then try to get eon to cover the difference - no guarantee they would, but also no harm trying.
I have the email from EON stating they were in the wrong, I did everything right and they would get it removed from my credit file so I am hoping that will help and I have created a case with Equifax and uploaded said email and all the transcripts and have also told CheckMyFile. I am just waiting back on tender hooks now. I just cannot believe that something so small and something not my fault has caused this huge problem
However little building societies do not credit score, they review your application manually. So you may not necessarily strictly fit criteria, but with what you have you might be able to get them to make an exception. If the broker you have is not really looking at those options, it might be worth either giving them a nudge or maybe finding another broker. Personally, I think I would do the latter as you should not need to give them a nudge (thats not me touting for business btw, I am chocca this week and with your username I think you are from the wrong side of Manchester for me haha).
https://forums.moneysavingexpert.com/discussion/6176989/incorrect-eon-markers-on-credit-report-stopping-a-mortgage#latest
The arrear markers went onto my account on the last month of the arranged payment. It was showing as fine on my credit report up until that point apparently (according to the credit agency) however, when I got the text to say I was in arrears and never made a payment that is when they changed the markers. I proved that I had and it seems that the manager I dealt with initially never clicked a button to say there was an arrangement (which was done at their suggestion) which is why after I escalated it to someone senior, I then got an email when the account was closed to acknowledge that they put the wrong markers on the account/with the credit agency and would have it changed by their data team within 21 days. (I sent in my bank statements and the transcripts and they acknowledged their mistake and said that it was their mistake and admitted fault, all in the email I have). But according to the credit agency, they never contacted Equifax and it has remained on my credit for the last 5 years.
I am going back and forth with the credit agency at the moment and eon finally responded to me last night just to confirm the address I was discussing but it is not looking like it will happen quickly enough to not loose my house!
I am hopeful I can get it removed though!
When I
I have literally just heard from CheckMyFile that they have raised a dispute with Equifax this morning after seeing my evidence. It make take up to 28 days to be resolved but they think it will be quicker. I have also had an email from EON asking me to confirm the address I have an issue with (although that was included in the email but hey ho!) but have heard nothing back.
Fingers crossed anyway but still very stressful!!!
As someone else has suggested cannot harm to contact a branch where you can talk to a person not a computer.
Watch out for the loan shark companies who use brokers who will rip you off.