topic Re: Three missed the payment (not me) affecting my credit score in Account and services

Three missed the payment (not me) affecting my credit score

lpalm — Mon, 09 Jun 2025 08:07:54 GMT

Earlier this year, I changed the method by which I change my bill. I've had the account for many years.

The February payment went through as normal, after which I changed the payment method. The March payment was never taken, and in April there was a catch up. Because of this, my credit score is showing as my first ever missed payment in over 30 years.

Both the old and the new methods both had sufficient funds and no issues for taking payment, Three's own internal process failed resulting in me being impacted by the credit score.

Is there guidance on the best way to engage with Three, as I require them to go fix my credit history.

Thanks

Re: Three missed the payment (not me) affecting my credit score

Maxine — Tue, 10 Jun 2025 10:44:06 GMT

Hey lpalm,

We're sorry to hear this has happened. It's something we can certainly look into and have a complaint raised for you to be fully investigated. We'll be able to raise a case with our Credit Team to check any negative findings that need removed.

Maxine

Re: Three missed the payment (not me) affecting my credit score

lpalm — Tue, 10 Jun 2025 13:18:22 GMT

Hello, Maxine, thankyou. What do I need to do next?

Re: Three missed the payment (not me) affecting my credit score

Maxine — Wed, 11 Jun 2025 10:55:02 GMT

You're welcome, lapalm.

If you click on the complaint word I've mentioned in my first reply, it's a link to our Complaints Team directly. You can live chat with them and they'll have your complaint logged and investigated.

Maxine

Re: Three missed the payment (not me) affecting my credit score

Aldomacd87 — Wed, 06 Aug 2025 12:27:27 GMT

Same thing happened with me because of the Easter Bank Holiday my payment never arrived in time then the moves my account to C.A.R.S currently disputing it.

Re: Three missed the payment (not me) affecting my credit score

JonathanB — Thu, 07 Aug 2025 09:45:46 GMT

Hi @Aldomacd87,

I'm sorry to hear about the issue with your payment. I'm not completely clear from what you've described if the balance was cleared or not, as you've mentioned it being delayed by a bank holiday, but also that it was with CARS?

If you want to dispute the situation, the balance does need to have been cleared, but if there was some sort of system or processing error with the payment then you can ask customer services to raise the dispute with our credit team.

Thanks,
Jonathan