Sainsbury's Bank customers charged after direct debit mix-up - MSE News

When I first called up after receiving late payment notification on 4th September, I was told that the fee will be reversed and the balance due will be collected in next cycle. I offered to make a payment but was told it won't make a difference and any dues recorded will be taken in next cycle irrespective of any interim payments. I specifically asked about any issues to my credit report as I have an impeccable record. I was told nothing will be recorded.

They did not collect the direct debit the following cycle which was on 18th Sep. So I called them up 20th Sep and they said there is another glitch where customers who have missed one payment are having there following direct debit missed. But I was assured nothing to worry. Like last time I offered to pay the due amount but was told it won't make any difference and the subsequent cycle will include last two balances as well. Once again I specifically asked about any impact on credit score and I was told nothing to worry as it won't be affected.

In mid October I got a notification from Halifax bank that they have dropped my credit limit from £6600 to £1800. I had a balance of £1750 on it so I could only spend £50 on my Halifax clarity card. This was followed by a letter from Halifax stating that the drop was due to change in credit report.

I got a feeling Sainsburys screwed up something and checked my credit report on Noddle. To my surprise there were 2 missed payment marked against Sainsbury card and my score dropped from 5/5 to 3/5.

I was furious and called Sainsbury on 25th October. They apologized and said it would have been a mistake. The person promised to contact the concerned department immediately to get in touch with credit agencies to set the record straight. She said it will be done on same day. A complaint was formally registered when I insisted.

As I had a travel plans coming up, I reached out to Halifax to tell them about Sainbury's glitch. They said they can't do much and it will take upto 60 days even after the record is set clear for me to get a higher credit limit. Also I was told I won't get an credit limit increase automatically but have to call and put in request thanks to the efficent team at Sainsbury.

There was enough damage done but I still trusted the Sainsbury's bank to act on their promise. But that too didn't happen. 2 weeks later MSE Experian credit report came. My credit score dropped. I usually had a 95% eligibility to get top cards but that dropped to 5% on MSE credit club.


I again called back on 08-Nov and told then that last time they promised to contact the credit agencies to correct my info and how come even the new reports are having same incorrect information. They again apologized but offered to send a letter stating their mistake in case I get rejected for any credit application. I now have no idea if that will be sent as they do promise a lot on phone but forget it the phone is disconnected.

My mortgage renewal will come up soon and I want to get it sorted at the earliest. I have been offered no compensation but thats ok I just want my credit report to put back in as it was. 999 in Experian and 5/5 in Noddle.

Can MSE help in picking this case up.

Thanks