Alleged Missed Payment

[JBrdz]

Hello all, 

I have been in a little conundrum with Three recently, I had recently received an e-mail from one of the credit score checkers saying my credit score had changed. I logged on to find out my credit score had dropped 250 points due to a late payment from Three, may I add, exemplary payment record, no missed payments at all in my history at all, not even once. 

Without going into too much detail on a public forum, the payment "missed" was in August 2024, and for X value. I called Three yesterday (07/10/24) to discuss this problem, as this change on my credit file is monumentally important. 

After speaking to the representative at the other side of the phone (terrible phone line, not great speaking English or understanding of English it seemed) - he turned around and told me the late payment was in JULY and for Y value (different value & month to the credit file listing) - he also said that the payment was attempted and then returned to them (this correlates with my bank statement) - but cannot explain to me why, and nothing looks incorrect on my banking side - I have 2 DD's for my phone (one for device, one for phoneline) and they are taken by separate direct debits under different names (Three, and H3GD P) - 7 days later, H3GD P took the correct amount out of my bank as normal, however Three didn't. 

I have read on various other threads here that Three do attempt to take the payment 7 days later in the event of a late payment, which has not happened. I read on another thread from Community Moderator JonathanB, that the account only goes into the debt collection process if the second direct debit fails 1 week later (It hasn't failed because they haven't even attempted to take it)  Furthermore, I had no notification of this missed payment, no notification on the app (not that it works 90% of the time anyway), no e-mail correspondence, no telephone correspondence, and no written correspondence either. I only found out about this 3 MONTHS LATER, after the credit score checker I used notified me of a change on my report. Following my conversation with the frankly useless Three agent on the phone, supposedly there is going to be an investigation which can take 14 days, and ONLY if they plan to change the credit file, will it then take up to 30 days after that point to change. 

Has anyone else had issues like this? It seems whichever method I use to contact Three, nobody is bothered to help, and nobody actually knows how to help either. This is my first Pay Monthly contract with Three (previous EE customer for 10+year) and it's left an incredibly sour taste in my mouth with the experience (this credit marker, the lack of support, lack of mobile signal, a Three app that simply does not work) 

[Milsey3]

I'm suffering with the exact same issue from this awful company.  Just as we're buying a house!!

[PeteG]

Hello, Milsey. 

If you think there's been a mistake in the data sent to credit agencies, you can request for it to be checked and updated by popping through to the Support Team. 

Pete.

[Decarlo]

Yes i have had a similar issue

On November 11th i was sent a text stating there was a processing error and my june payment had no been taken, i panicked and phoned three as i knew i had been because it was direct debit and i always makesure all my bills have gone out. They told me that the june payment was sent back that morning which was all the way in November 11th. They had asked me to check my bank, which i did and i had no payment from three. They then asked me to phone my bank, which i also did. My bank was very confused abd three had me looking like a psycho. I called three back to tell them had no received any money back and my bank said there is nothing pending. The person had then asked me to show screenshots on june showing i had paid and also show screenshots on November showing no payment was sent back on November 11th. He told me he would send that to another team and get back to me on the 15th which was the day to pay my bill. On the 15th £82 left my account like normal for the bill but When he called me back he still had no answers but by then my bill had doubled in money which went from £82 to £164 so i still had £82 remaining. He had told me he will call me back again during the following week,which he did not so i called back the complaint line many times but could not get through as it kept saying " we phoned you today, if we need to speak to you we will call you back" few days later i checked my credit score and it showed my credit had gone down by 100 because i had miss a payment in November which i didnt. Then i called the normal three line for them to then put me through to the complaint team again. They had put me through to a helpful lady that had told me she can see that I've sent proof and my june payment was paid but by then it was too late my credit had already been effected. She then took off the £82 which was a stress relief but it was not just about the money i needed my credit score mended. She had told me she will email the credit team and explain it was a mistake on thier behalf and she will give me a update on tuesday 10th December. She called me and still had no update on the credit team as they have not replied. 

This has been very stressful as it has been a whole month. I check my credit score daily and it still says i have missed a payment with three. I pay for two contract sims and even when i pay it early my credit may go up by like 10 or 12 but soon as three claim i miss a payment it goes down by 100. I really want to leave three as they have not sorted the problem or even offered me any compensation, plus three signal is so bad. I go through days were i cant receive or make calls and my Internet does not work, it is so inconvenience because i actually got the second sim to use for work but i still find myself taking out my three sim using my old 02 sim so i can make and receive calls for work plus use the satnav. Even when my kids want to use the Internet i have to top up my 02 sim so the can browse the Internet.

Three has cost me so much money as i have not been able to use it for work and had to take half days just to speak to them and now japadice me being homeless after june as i may not make the credit check to move into my new accommodation as my contract for the accommodation i am staying in runs out in june. Not a happy customer at all. Been a customer since 2013 on pay as you go and they ropped me into getting a contract claimin it will be cheaper but i wish i stayed pay as you go as it has cost me way more money and has effected my sanity and livelihood

[JonathanB]

Hi @Decarlo,

I'm really sorry to hear about your experience, I appreciate this must have been a really distressing situation. Based on what you've shared the team have logged an appeal and are awaiting feedback from our credit team. If there's clear evidence of an error then any negative markers will be removed from your credit file. You mentioned that you received the last update on Tuesday 10th, has the advisor set expectations on when they'll next follow up with you?

Thanks,
Jonathan

[JBrdz]

Hello, 

After investigating the "case query closed" situation - it's not at all clear on what has happened, and again more examples of the website simply not working. 

Please can you advise how I can take this further, is the complaints procedure the best way? I am utterly disgusted with how this situation has been handled. 

The first image below is what shows when I click "see more" to view case details, nothing shows up, just a blank page. I've tried on multiple browsers, on my phone, on the laptop, and nothing shows up. 

The second image is the incredibly descriptive case that was put together it seems - "we have logged you're case please kindly do not respond" - what is that supposed to mean?

Please advise how I can take this further, be that through the complaints procedure, or the financial ombudsman whom which I am seeking advice from. 

[JonathanB]

Hi @JBrdz,

I've not approved one of the images as it does contain some identifiable info, just to be on the safe side. I'm sorry that the info shared on your account isn't particularly clear on what's happened. Info regarding credit files is documented internally, but customer services should be able to share feedback if the case is now closed. It's disappointing to hear that you haven't been called with the result yet, but if you speak to the team again, they should be able to share any info in the case notes passed back by our credit team.

Just to clarify, the team are obliged to advise up to 30 days for a credit file amendment to reflect with external agencies, but this is more related to the processes, as they usually provide an updated report once per month. It sounds like the decision will have already been reached on your case.

Thanks,
Jonathan

[MichaelP]

Hello @JBrdz,

Thanks for reaching out and for sharing all of this information with us.

We understand that an impact to your credit file is concerning. As an investigation is ongoing, please allow some more time for our Credit team to complete this. Any credit file amendments take 30 days to action and can also take up to 60 days to show when you run a credit report.

If the outcome of the investigation is unsatisfactory, we have a complaints process that you may follow to ensure this is looked into further.

Furthermore, can you please share some more info on what is happening with the Three app? We're aware of an ongoing issue at the moment where customers see a white screen and 3 rotating dots when signing in.

Our backend team is actively working on fixing this. We appreciate your patience and apologise for the inconvenience this is causing.

Additionally, regarding the lack of mobile signal - How long have you been experiencing this? Is this the case at home and outdoors, or is it more prevalent in specific places? Is this impacting all of data, calls, and texts? We would appreciate the additional info.

Thanks,
Michael

[JBrdz]

Hi Michael, 

Thanks for the response. I have since received a text from Three saying just "Your query has been closed" - no more or less information than that. I'm assuming that's my sign to give Three a call? 

The Three app has never really worked for me, I check the app, it asks me to log in and then takes me to the Three website, and I'd say confidently 75% of the time, it would just throw me back out and not let me log in, which rendered the Three app useless to me. 

My mobile data tends to be terrible at home, in my general area, it's not specific to my house, but the general "neighbourhood" - once I drive 0.5 miles out of my area, the signal is fine. Call quality is affected the most and there's almost never 5G despite living in close proximity to Leeds city centre.