How to remove an incorrect default from credit reports

Bridlington1

The FOS have responded again:

Dear Bridlington1

Your complaint about Barclays Bank UK PLC

 

I’ve reviewed your complaint since our last communication.

 

Having done so, I’ve been in touch with Barclays Bank UK PLC about what’s happened – and they’ve made a further offer to resolve your complaint.

What they’ve offered to do

I’ve summarised the key points of your complaint below – and explained why I think Barclays Bank UK PLC's offer is fair.

Your complaint

 

You had a Barclays student account which you intended to use as your main current account – the account was open with no lending facilities, such as overdraft, etc.

On 25 November 2022 you received text messages from Barclays telling you that they had cancelled two direct debits you had set up on the account. you visited a branch and was told that they had closed your accounts and that you could go back to the branch from 28 November to collect the remaining funds that were in your account.

 

You made a complaint to Barclays regarding the account closure, as this caused you a great deal of inconvenience and stress. You’ve also said that since the account closure your access to credit has been reduced.

 

To resolve your complaint, you would like your credit file fixed, an apology and compensation.

 

Barclays have made an offer

 

Since your complaint has been with our service, Barclays have reviewed the complaint and outcome and have proposed an offer. Having looked at the offer, I think it is fair and therefore am writing to notify you of the offer.

 

You were issued with a notice of closure on your bank account. I have reviewed the terms and condition of the account and it does advise your account may be closed at any time and the bank are not bound to provide a reason for closure. I do appreciate this must’ve been distressing and I don’t disregard the worry this may have caused you. That being said, as the terms suggest, no reason is needed and therefore I cannot suggest Barclays have done anything wrong.

 

We wouldn’t be able to ask that Barclays reopen an account, or indeed open a new one as our service is not able to tell a business who it should or shouldn’t offer its services to, this is not the role of the service.

 

In relation to the default, since my initial view I spoke with Barclays regarding the data on your credit reports – they have arranged for a credit file cleanse to remove any adverse information that is present. That was submitted today. Barclays have advised the turn around on this is typically 7-10 days, but sometimes can take longer.

.

 

Barclays maintain the correct decision to close your account was made, however acknowledged that a two month notice period for the account could’ve been issued instead of the immediate closure.

Because of this, Barclays would like to offer you £100 in recognition of the abrupt closure of your account.

 

I don’t doubt the level of stress and inconvenience this situation has caused you, but I am pleased to see Barclays have made an offer and this offer is in line with what I would’ve recommended.

 

Conclusion

 

I think the proposed offer is fair and reasonable, therefore I will not be recommending Barclays to do anything differently. £100 compensation as previously agreed along with a credit file cleanse.

 

Next steps I think this is a fair outcome in the circumstances, for the reasons I’ve explained. If you’d like to accept Barclays Bank UK PLC's offer, please let me know by 17 August 2023 and I’ll arrange for Barclays Bank UK PLC to get in touch with you. But if you decide that you don't accept what I’ve said – and want an Ombudsman to make a final decision on your complaint – you must provide any further evidence or representations by 17 August 2023. Requests for more time must also be made by that date. If I don’t hear from you by 17 August 2023 we might not be able to look at your complaint again.

Kind regards

So the £100 offer for the closure of my accounts still stands and Barclays have at long last agreed to remove the default.

Bridlington1

I can now confirm 371 days, 11 emails, 7 phone calls, contacting both Equifax and TransUnion twice, a branch visit, an FOS case and £104 after the default first appeared on my credit reports the Barclays account and the default have now disappeared from my TransUnion credit report, with Clearscore showing that the account will be removed from Equifax on Monday.

cymruchris

Bridlington1 said:

I can now confirm 371 days, 11 emails, 7 phone calls, contacting both Equifax and TransUnion twice, a branch visit, an FOS case and £104 after the default first appeared on my credit reports the Barclays account and the default have now disappeared from my TransUnion credit report, with Clearscore showing that the account will be removed from Equifax on Monday.

It took from August (the response above) to December to update the CRA records - that's woefully slow. I'm glad you've finally managed to sort it out though. Barclays has closed 4 local branches in the last year - with another 2 due to go. I do still have an account with them as its my oldest - but I don't actively use it anymore. Hopefully anyone googling barclays and poor service will come across this thread, and then go and open a bank account elsewhere.

sourcrates

Shows the system is not fit for purpose, but I can`t say I`m surprised by that.

Barclays are not the only financial institution that drags its feet, DWP/HMRC are just as difficult when you have an issue that requires someone to think.

Anyway, glad its (finally) sorted out.