Removing default....

Tryinghardtogetthingsstraight

I'm having major issues with Vanquis, notorious for their poor communications, but I feel I really have hit a brick wall.

In the process of applying for a mortgage, I found a default on my credit file from Vanquis.  I called Vanquis, who said they had sold the debt.  So I called the company they sold it to, who said that the debt had been closed and returned to Vanquis.

This loop of communication went on for some time.  I emailed Vanquis and didn't hear back.  Eventually, I stuck it out, and after an hour on the phone, Vanquis acknowledged that through their error they hadn't administered the account properly.  There was an amount to pay, but the reason I couldn't was through their error.  Luckily this call was recorded.  I immediately paid off the amount and was told the default would be removed, but I would have to email Vanquis about it.

This I did, but got no reply.  I called back and the whole process started again.  Cut to last week, and in desperation, I worked out the email address of the CEO of Vanquis, and explained the problem, and that their comms were hopeless.  To his great credit, he replied, almost instantly to say he was sorry and would get a member of his team onto it.

Two days later, I received an email PDF from a member of staff saying that they would be in touch once they had investigated my complaint.  If I had any queries, I should be in touch.  There was an error with the complaint, so I called the number on the letter.  The number wasn't connected.  So I emailed.  Nothing.  And emailed again.  Nothing.  So I emailed the CEO again.  I then had a call from a member of staff apologising.  I asked to speak to the person who wrote the letter as there was an error in the complaint.  This person was on training, but he'd be in touch soon.

Last night, I received a final response.  It was ambiguous and confusing, and says the default still stands, but offered me compensation for the poor service.  The person who told me the default would be removed did so in error.  This call was recorded.  At the end of the letter it said if I needed to discuss any part of the letter I should call.  So I did, and the member of staff gave a message to say they wouldn't talk to me, as it was a final decision, and that I should go to the Ombudsman.

The trouble is, that takes so long.  I feel they have not dealt with me with respect or properly, and have got details wrong.  I don't have the time to wait for the Ombudsman.  

Any thoughts?

sammyjammy

If they've sent their final response then you have no choice but to go to the Ombudsman.

cymruchris

You've said there was a balance owing - was that something you stopped paying some time ago? How long ago was the default? If it's under 6 years from date of default - and you actually owed the money - then as a factual record the default is correct? Could you clarify a bit more as to why you want it removed if that's the case - are there specific circumstances that mean the default should never have been applied? Or is it already over the 6 years? If the default is correctly recorded, then there's no point chasing your tail trying to get it removed - although the service you received does certainly appear poor. 

sourcrates

Defaults cannot normally be removed as they are a factual record of events.

If you missed between 3/6 contractual repayments, then the default was registered in good faith, in line with guidance.

If you didn`t miss that many, then you may have a case, however if you have received their final response, you should take it to the ombudsman now.

fatbelly

Check that the entry now says settled.

Your main argument against the default itself would be that you were never sent a Default Notice. If Vanquis cannot show the Ombudsman a copy of it then they will insist that the default marker be removed.

As Sourcrates sa ys, the credit file must be historically accurate

Tryinghardtogetthingsstraight

sourcrates said:

Defaults cannot normally be removed as they are a factual record of events.

If you missed between 3/6 contractual repayments, then the default was registered in good faith, in line with guidance.

If you didn`t miss that many, then you may have a case, however if you have received their final response, you should take it to the ombudsman now.

Thanks for this reply.  I have taken to the Ombudsman.  I asked to see a copy of the Default Notice, which they have not supplied.  Vanquis has acknowledged that I was told the default would be removed, but have now said I was told this in error.