Credit Score affected

[PA00]

I am in the process of buying a new property and was horrified to find my credit score had decreased by 122 points!!!! This morning. 

This was due to a late payment by 3.

To explain the situation I have been with 3 since 2020. I have never missed a payment and I have used the same bank account throughout this time. 
I upgraded my phone in April this year! Stupid mistake!! 
They set up my new phone through live chat and I assumed that meant my details taken would be used for my airtime direct debit and my device direct debit. Once again WRONG! 

I was on holiday and received an email about my device direct debit saying they’ll take the payment. Standard just assumed this would come out as normal direct debits do. I was furious to find an email on my return from holiday to see that they said I hadn’t paid…I looked on the app and my direct debit details were there..and this device payment wasn’t anyway to be seen. I panicked and made the payment manually thinking this wouldn’t affect my account. WRONG!!

I am trying to get a mortgage for my new property which I’m purchasing next month. I’ve called 3 and was told my direct debit hadn’t been set up for the device plan. This has now been set up but I will believe it when I see it. 

My main concern is my credit score. I have lodged a complaint to have it removed with both 3 and Experian but have been informed I have to wait 2 weeks. I do not have much faith at all to be honest. I am completely devastated after being a loyal customer and never missing a payment in my life on anything. 

I am absolutely disgusted and now I’m worried I won’t get my mortgage as a result. 

[BebetoHJ]

I'm in the same situation, my broadband account is in credit yet my credit score shows a missed payment and my score has gone down dramatically!

[Star-Of-Hope]

I am in exactly the same situation. Even though I have set up Direct Debit and my payments are always on time, Three reports every month a late payment on my Credit File, which is dramatically affecting my Credit Score

[JonathanB]

Hi @Star-Of-Hope,

I'm really sorry to hear about this. It'd be very odd for an account paid by Direct Debit to have late payments recorded as these are scheduled for your bill due date. If you have a Three Your Way device plan there will be two payments due one for airtime and one for the device loan.

Most credit reports will provide a reference for any late or defaulting accounts, so it may be worth checking for this to see if it matches the account number on your bills.

Either way, the best thing to do is to get in touch, let the team know the info you're seeing and they can query this with our credit team, and if we find an error this can be corrected.

Thanks,
Jonathan

[PA00]

Just to confirm I have also made a payment on the live chat Friday 7th for this months payment to then find I have now been marked as missed payment on Experian for this month!!!! Late payment and missed payment! I find it absolutely ridiculous! If this isn’t resolved by the weekend I will be going into store! 

[Star-Of-Hope]

Have you resolved something ?

[KateS]

Hey @PA00,

I'm really sorry to hear you've had a missed payment marker applied to your credit file and understand how worrying this must be, especially while going through the process of obtaining a mortgage.

I'm going to drop you a PM with instructions on how to reach out to my colleagues, who will be able to help investigate this further.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate

[MZone]

@Maxine are you able to help the above please.