Falsified credit report details

Nikiir3d

Hi, I'm looking for some help. My credit score is rather low currently and I noticed a credit card that has been paid off and closed down for over a year I raised a dispute with Equifax who have today replied that they got in touch with TSB who had advised that the credit card is still open and has £5000 owed to it. I have statements and letter from TSB confirming the account has been closed I've been on hold to TSB for over an hour now but not sure where I can go to get help.

Voyager2002

If you have any kind of account with TSB then you can use their app, which has a chat function. That is likely to be a far faster way to communicate with them than waiting for someone to answer the 'phone. 

If you have evidence that you do not owe any money on this card but TSB fail to correct the false information they provide to the credit reference agencies, your next step would be a complaint to the Information Commissioner.

Nikiir3d

Hi thnks for replying. I dug out all my old tsb information and logged into the online banking which shows I have no open accounts with them, i have taken a picture of that page and shared that, along with the last bank statement showing I was owed £2.69 credit as I'd over paid and the letter confirming the account has closed to equifax. I'm really worried and annoyed as this has been on going dispute for months and it's really dragging my credit score down

Voyager2002

Nikiir3d said:

Hi thnks for replying. I dug out all my old tsb information and logged into the online banking which shows I have no open accounts with them, i have taken a picture of that page and shared that, along with the last bank statement showing I was owed £2.69 credit as I'd over paid and the letter confirming the account has closed to equifax. I'm really worried and annoyed as this has been on going dispute for months and it's really dragging my credit score down

You need to communicate with them to confirm that by the time you closed your credit card you did not owe them anything. You can do so by using their chat if you can log on to their app (they don't offer chat from their website!).

Then it has to be THEM who contact the CRA to correct the false information. You need to ask them to do so, and make it clear that if they fail to do so your next step is an ombudsman complaint.

Olenna

Voyager2002 said:

Nikiir3d said:

Hi thnks for replying. I dug out all my old tsb information and logged into the online banking which shows I have no open accounts with them, i have taken a picture of that page and shared that, along with the last bank statement showing I was owed £2.69 credit as I'd over paid and the letter confirming the account has closed to equifax. I'm really worried and annoyed as this has been on going dispute for months and it's really dragging my credit score down

You need to communicate with them to confirm that by the time you closed your credit card you did not owe them anything. You can do so by using their chat if you can log on to their app (they don't offer chat from their website!).

Then it has to be THEM who contact the CRA to correct the false information. You need to ask them to do so, and make it clear that if they fail to do so your next step is an ombudsman complaint.

TSB can and should obviously instruct the update but strictly speaking it's the CRAs holding the invalid information so both would appear to be not UK GDPR compliant.  The CRA are the key party to perform the update given their (inaccurate) information is seen by 3rd parties.

I would also personally pursue both avenues (TSB & CRAs) as otherwise the OP may find each blaming the other if it has to goes to the Information Commissioner.

Grumpy_chap

The first thing the OP could probably benefit from is to stand back and review their approach - the title of this thread is all very accusative and, if that tone is carried forward into communications to get the issue resolved it really won't help.  I very much doubt that anyone at the bank or the CRA has "falsified" any records (which suggests a positive action with intent), rather, simply, that there has been a data processing error, possibly even largely automated.

The OP should complain to the bank and also to the CRA.

In addition, it is usually possible to record a "Notice of Correction" to the CRA which then becomes visible to any lenders that the OP may be approaching for credit.  If that NoC has the supporting evidence attached that the account was fully and correctly closed down, it will support the OP's account of the events and the error by the bank.

Any lender will not see the credit score, but will see raw data that has been used by the CRA to generate the credit score.  The lender will then make their own risk assessment with regard to any credit application by the OP.

born_again

Nikiir3d said:

Hi, I'm looking for some help. My credit score is rather low currently and I noticed a credit card that has been paid off and closed down for over a year I raised a dispute with Equifax who have today replied that they got in touch with TSB who had advised that the credit card is still open and has £5000 owed to it. I have statements and letter from TSB confirming the account has been closed I've been on hold to TSB for over an hour now but not sure where I can go to get help.

I wonder if some recurring payments or other have gone through or such. As these can reopen a closed account. 

retiredbanker1

Closed accounts sent to debt collection would not show on active accounts on your TSB app.

blue.peter

When I had a TSB card that had long been closed but was still showing on my credit report, I wrote to them. I pointed out that the account was closed, and asked them to correct the situation. I didn't get a direct reply from them, but the account did disappear from my credit report after a while.

I wrote to:

TSB Bank plc,
Card Services,
PO Box 16591,
Birmingham
B25 9GR

and said:
Platinum Credit Card
Account No.: XXXX XXXX XXXX XXXX

This account was closed in December 2022. However, my ClearScore credit report shows it as being still extant. ClearScore obtains its data from Equifax.

Would you please let Equifax know that it has long since been closed?