Arrangement to pay

Molly247

I wondered if anyone could help me...

I'm currently in the process of applying for a mortgage. I have got an AIP so the next step would be to apy for a full mortgage. 

HOWEVER... looking at my credit report I've noticed that I have an Arrangement to Pay against my Santander credit card for 1 month (October '22). As far as I am concerned, I hadn't ever entered into any  arrangement with them. The minimum payment for the CC was £6.34...

I do remember this month well. Up until this point I had had a Direct Debit set up against the Credit Card which I could easily afford. At this time, I had started a new job that had a different pay day to my previous job, so I amended my Direct Debit dates to reflect this. What I hadn't realised is that the new date for my CC Direct Debit installment skipped out a month. 

So in November, to my horror, I received a text from Santander to say my credit card was overdue by £6.34. I did exactly as I was instructed by the text, and went through to their DD payment line to pay the £6.34. On top of that I also paid £100.

All in all the card payment was 10 days late which nothing but my own fault. But Santander had been given well over the minimum payment. I did not speak to a real person at Santander throughout this process and certainly did not negotiate with them over £6.34. 

I might have expected this to go as a late payment against me on a credit report if Santander were feeling really harsh (as I understand it, most late payments aren't reported unless they're over 30 days late). But to see an AP marker is really upsetting. I am worried I the bank will refuse my application over this... 

I called Santander to ask about this. Unfortunately, only their complaints department are able to discuss this with me and are the only team who can make a decision to remove the AP marker. I am truly kicking myself over the whole situation. I am waiting for a call back from their complaints specialist to discuss this with me.

Can someone please explain to me whether they feel Santander will remove the AP marker or if anyone has had the same experience?
 
I have no other adversities on my report. 

Thank you. 

fatbelly

If they don't agree verbally to remove it, make the complaint in writing and if necessary escalate it to FOS.

From what you say there never was an arrangement and so there should not be an AP marker

Molly247

fatbelly said:

If they don't agree verbally to remove it, make the complaint in writing and if necessary escalate it to FOS.

From what you say there never was an arrangement and so there should not be an AP marker

Thank you, it's encouraging that someone else sees this as an error! Thankfully I've still got the texts, statements and call logs from that day, so I'm really hoping this will support my case.

Sadly, even if they do agree the whole episode is going to take weeks if not months to resolve I'd imagine.. so likely going to lose out on the property I am interested in and put the AIP in for. 😔 

fatbelly

Did the complaints dept ring you back?

Molly247

fatbelly said:

Did the complaints dept ring you back?

Not yet. They have "3-5 working days" from when I called them. That takes up to Monday. I will update as things progress.. trying to keep hopeful! 

Molly247

Just an update for anyone who might find themselves in the same situation or similar: A Santander complaints representative called me on Thursday to explain the complaint was being looked into, and that he expects a final response to the complaint the next working day, but he would update me on Friday regardless. 

Sure enough, I received a call from him on Friday to let me know my complaint was upheld and they agreed to change the credit marker from AP to "OK/ paid". 

From reading other threads on here, I was quite ready to go to the Ombudsman and had ensured I had all of my evidence ready. However, I must admit I can't fault Santander's efficiency in resolving this. Experian and Equifax reports have already updated - apparently Transunion could take up to 4 weeks. Santander have also agreed to send me a letter to explain their mistake and the resolution so I can at least show this as evidence if it is needed.