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    • Kat134
    • By Kat134 13th Jun 17, 2:25 PM
    • 2Posts
    • 0Thanks
    Default Advice
    • #1
    • 13th Jun 17, 2:25 PM
    Default Advice 13th Jun 17 at 2:25 PM
    Hi All,

    I'm new to this forum and joined looking for some advice regarding a default.

    I noticed through Experian that a default had been placed on my credit file by Santander in relation to a bank account that I have had with them for a number of years. I used this account whilst I was at university, and have not used it much since, other than to deposit small amounts of money occassionally to keep the account active.

    Background: I previously had a student overdraft on the account, however following my graduation I believed that I had paid off the amount that I owed, however it turned out that a residual amount of around 200 was outstanding. As I did not use the account often, and believed the amount had been paid off in full, I had no reason to expect any correspondence from the bank. I know that I should have been more diligent and known that there was an amount outstanding, but it was a genuine mistake so please do not flame me.

    My current issue: During a visit to a bank branch I was informed and provided evidence that Santander have twice inserted the wrong information into their system regarding my address, despite the fact that I went in person to update my details when I moved. When the account required attention, letters were sent out to me (according to Santander), but to the wrong address, and the account eventually defaulted. I did not receive a default letter because, again, Santander sent it to the wrong address.

    The default is now sitting on my account, and I was hoping someone could offer me some advice as to what I might be able to do to get it removed. I have never missed a payment for any of my bills before, and my credit score was in a good place previous to this happening. Had I received any correspondence from the bank I would have taken action immediately, and when I was alerted to the default through Experian I immediately paid the amount outstanding.

    I have attempted to speak to Santander over the phone a number of times now, however their security system relies on a correct address being said to the advisor and matched to the one they have on their system, and because the address I am saying I reside at does not match either of the previous two addresses (because they were recorded wrongly) I cannot get access to my own account to discuss the issue. I have since written Santander a recorded letter to explain the situation, and disputed the default with Experian, but in the meantime I would appreciate any advice you all might have for me on how I might be able to get this sorted.


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    • sourcrates
    • By sourcrates 13th Jun 17, 3:51 PM
    • 13,989 Posts
    • 13,254 Thanks
    • #2
    • 13th Jun 17, 3:51 PM
    • #2
    • 13th Jun 17, 3:51 PM
    I see you have put your complaint in writing to them.

    That should be enough to get it dealt with.
    I'm a Board Guide on the Debt-Free Wannabe, Credit File And Ratings, and
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    Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to Any views are mine and not the official line of

    For free debt advice, contact either : Stepchange, National Debtline, or, CAB.
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    • Kat134
    • By Kat134 13th Jun 17, 5:04 PM
    • 2 Posts
    • 0 Thanks
    • #3
    • 13th Jun 17, 5:04 PM
    • #3
    • 13th Jun 17, 5:04 PM
    I have just finished speaking to the complaints department on the phone, and they told me that my complaint has been rejected on the basis that it is my responsibility to keep my address up to date. I provided Santander with my addresses, though both were recorded wrongly at the fault of Santander. I don't know what to do now other than await a response to my letter?
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