topic Re: Incorrect missed payment on my credit file in Account and services

Incorrect missed payment on my credit file

Dlm0211 — Tue, 12 Mar 2024 01:22:04 GMT

Hi,

I’ve recently had a missed payment added to my credit file as of the 10th of march even though the bill was paid on the 28th of feb.

I’ve spoke to someone on the chat function who has stated that this is due to a change in the billing cycle making the payment late and that it will auto update on the next billing cycle.

Is this information correct? It’s not quite adding up to me.

Thanks in advance!

Re: Incorrect missed payment on my credit file

Anonymous — Tue, 12 Mar 2024 06:53:16 GMT

Surely if the billing “cycle” were to change then the billing dates would change? Or am I missing something here? Doesn’t quite sound right to me. I’d phone them back rather than chat to them if I were you. A missed payment apparently through no fault of your own needs clarification.

Re: Incorrect missed payment on my credit file

JonathanB — Tue, 12 Mar 2024 10:52:59 GMT

Hi @Dlm0211,

I'm sorry to hear about this.

I'm not completely clear on what happened, and we won't be able to access your account when discussing the situation here on a public forum.

I'd recommend to check your PDF bills on My3/Three App for the last couple of months, and hopefully that should help figure this out. Are you on a Direct Debit, or have you been paying by card? When you say a change of billing cycle, have you requested to change your bill cycle?

Please don't share private info on the community, but perhaps if you walk us through the situation in more depth around when the recent bill and payment dates were, we'll have a better idea?

Thanks,
Jonathan

Re: Incorrect missed payment on my credit file

ashleyc8626 — Tue, 02 Apr 2024 15:56:38 GMT

i am having this same issue, absolute joke of a company,

Re: Incorrect missed payment on my credit file

Javier240 — Tue, 07 May 2024 20:33:57 GMT

Hi Jonathan, I have a similar question, could you please have a look?

Re: Incorrect missed payment on my credit file

JonathanB — Wed, 08 May 2024 16:03:01 GMT

Hi @Javier240,

Thanks for reaching out. I've answered on the new thread you created. I'm still making some enquiries but I'll get back to you as soon as I can.

Thanks,
Jonathan

Re: Incorrect missed payment on my credit file

Jessx2001x — Fri, 14 Jun 2024 21:35:20 GMT

I've got this same issue to, my bill date was the 28th May , I paid on the 24th May and it's saying I've missed payment date I even have a text saying thank you for the payment , ....

Re: Incorrect missed payment on my credit file

PeteG — Sat, 15 Jun 2024 16:42:52 GMT

Hello.

Usually payments are supposed to be paid 10 days after the bill is generated. In some cases, if you're on an older contract, you get up to 19 days.

Based on what you've described, your bill date would have been 28th April, and that payment would have been due on or around the 8th of May, or if it's one of the older plans, on or around the 17th of May. It seems like that payment was late.

Pete.

Re: Incorrect missed payment on my credit file

Panda1 — Mon, 07 Oct 2024 09:56:33 GMT

Seems to be a reoccurring issues. I was overcharged for something I didn't have and now have a "1" with the wrong amount on my credit file. When I sorted this out originally they said it would not get recorded on my file. Now I have raised a case to go to the credit file team but no guarantee it will be taken off. Absolute joke, do they not realise that their errors cause repercussions for us? Been a customer for 20 years and the service of late is appalling.

Re: Incorrect missed payment on my credit file

KateS — Wed, 09 Oct 2024 09:15:57 GMT

Hey there,

I'm sorry to hear you've had an incorrect marking on your credit file.

Unfortunately, our Customer Service team can't guarantee that a credit amendment will be made, however, it sounds like a case has been raised to the correct specialist team who will pick this up and investigate.

Thanks,

Kate

Re: Incorrect missed payment on my credit file

Bobsp — Wed, 15 Jan 2025 09:57:38 GMT

I now have the same issue, never missed a payment, Three didnt take the payment on time, just before Christmas, I have no idea why, now I have a late payment on my credit file.

We are just in the process of re-mortgaging and this is causing issues with the lender.

Three see the error, but say it will take 30 days to look at making any correction. Been with Three (2 numbers for years)

Fuming at this......Companies just shouldn't be allowed to do this as someone sees fit without understanding whats happened..........

Re: Incorrect missed payment on my credit file

Maxine — Thu, 16 Jan 2025 12:44:55 GMT

Hey,

We're sad to hear you've had this issue. It's great that the team have been able to source the problem and get this rectified for you. Any negative entries that have been removed from your credit file, can take up to 30 days to reflect.

We totally appreciate the delay can be frustrating, and know it's important to have this corrected. Let us know if the team who are in touch have updated you in the next few days.

Maxine

Re: Incorrect missed payment on my credit file

andykenuk — Wed, 04 Jun 2025 13:20:11 GMT

I have a similar problem but would argue it's worse! Been with 3 since October and to be honest has been the worst service received from any company I have ever experienced. Had problems with my first router, sent it back, second router want much better but persisted until March, sent it back with the courier and received a new router then 3 sent me a charge of £125 for not sending the router back. Took me 4 different phone calls over the course of a week to get it sorted at which point I had cancelled my direct debit so they didn't take £125 out of my bank for something that I clearly wasn't in the wrong about. The accusations of being made to feel like a thief when you haven't done anything was not nice at all especially as the courier wouldn't give me the new router without passing the old one and now to top it all off I have a missed payment on my credit file, even though my account is up to date. Oh and my router still says "no internet" without fail everyday of the week! 3 is a joke of a company that shouldn't be allowed to continue trading, I have contacted my MP about them as I know I am not the only customer to have experienced such shoddy customer service.

Re: Incorrect missed payment on my credit file

Nothappy12 — Mon, 15 Sep 2025 12:14:45 GMT

I've got an even more frustrating and perplexing problem. I've been given a missed payment on my otherwise flawless credit file, which pre-dates me even taking my contract out. Despite the fact that this is a logical impossibility I was still gaslit by customer services who flatly refused to email me any paper trail to confirm that they were even looking into it, and then had the audacity to put me on hold and when reconnecting after being on hold simply kept saying hello and pretending they couldn't hear me.I have immediately emailed to file an official complaint with three so that the 8 week clock before the ombudsman can take the matter over has started. No apology, no acknowledgement of fault despite it being a logical impossibility that it was my fault, not not even a receipt of my complaint email. Any verbal assurances are of zero value to me. This is outright disgraceful behaviour on all levels. It's a shame because the actual product works just fine.

Re: Incorrect missed payment on my credit file

JonathanB — Tue, 16 Sep 2025 14:11:58 GMT

Hi @Nothappy12,

I'm really sorry to hear you've had a negative record on your credit file. You've mentioned this was dated to before you joined us? What sort of information can you see when you check this out on your credit report? For example does it say you've missed a payment, or that one was made late? Does it indicate whether this was in regards to your airtime bill, or a device payment?

Thanks,
Jonathan

Re: Incorrect missed payment on my credit file

Nothappy12 — Tue, 16 Sep 2025 15:08:40 GMT

All the information is given in the above post. I will however make it explicity clear. I have been marked as having a missed payment for the month of may, with respect to my account with three..... I did not start the contract until June. This is why it is a logical impossibility for me to have missed this payment. All payments from the very second the account was created were made, and by direct debit or card through the initial application process online.

Re: Incorrect missed payment on my credit file

JadeF — Wed, 17 Sep 2025 12:01:55 GMT

If you have spoken with our team regarding this matter, then they will have raised this for investigation with our Credit team.

If we have accepted fault, your file would be amended from the date the amendment had been actioned and not from when you made the call to the team.

I'd recommend that you reach back out to the team who can give you an update on your case.

Sadly I am unable to access account specific information from this Community platform.

Thanks, Jade