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. 

[Luke77]

Found out earlier today the same thing has happened to me. I am furious. It's knocked my credit score down by a 100 points. My wife and I are looking at mortgages in a few months so this is a disaster. I have contacted Three and Experian but I doubt anything will happen quickly. We've been with Three for just a couple of months but with this and other issues they've got wrong, we're leaving as soon as our contract is up. A total joke of a company.

[Luke77]

UPDATE:

I have spoken to Three several times over the last month to be told repeatedly the issue would be rectified and the negative record on my credit file would be removed by the end of August. I've just got off the phone AGAIN after being told I have to wait another week. I told them I won't be calling after today and if it's not removed by a week today, I will take this further legally. The minute my contract is up, I'm leaving. And I would strongly suggest anyone looking to sign up to Three goes elsewhere.

[Luke77]

UPDATE:

After contacting Three numerous times and being told everything would be off my report by the end of August and then when that didn't happen, being told 8th September, I've just checked my new report. The negative claim is still there. I am not wasting my time phoning Three again. They clearly can't do their jobs so I'm taking this further. And the second I can leave this joke of a company, I'm gone.

[JonathanB]

Hi @Luke77,

I'm really sorry to hear you've had impact to your credit score. If this is down to a Three error then it should be corrected for you. It sounds like you've already raised this with customer services. It usually takes a couple of days for our credit team to review the situation, then they'll make amendments there and then.

Credit Reference Agencies usually update credit files once per month though, so it can take up to 30 days for amendments to reflect on your report.

Thanks,
Jonathan

[Luke77]

My worry is why it happened in the first place and what's to stop it from happening again.

[lisforlarna]

I've had the exact same issue. 2 payments going out each month one for device one for air time. The £11 airtime plan has been noted on my credit file as missed! I've been with 3 since 2013, I am so upset. We are just in the process of looking for a mortgage and can't help but think 3 have ruined my chances now. How can they do this? Live chat tells me there is no one available to talk to me. 

[PeteG]

Hello there. 

That's not so great. Was the £11 air time payment made late? 

Pete.

[Bs2025]

I am at the same boat as yours, how did you fix it?

[Star-Of-Hope]

I'm sorry to hear that you're dealing with the same issue as I am. Imagine this: in my case, I have set up a direct debit to pay my bills, and even though Three debited the money from my account on the due date, they still reported a missed payment on my credit file for no reason. Naturally, my credit score was significantly impacted solely because of their incompetence. After lots of long chats conversations, phone calls, and complaints, they finally removed the missed payments from my credit file.

I’m very curious to see what happens this month because so far, they’ve reported missed payments for both November and December. I want to see if the same thing happens in January. After all this hassle, even though I’ve been a loyal Three customer, I’ve sworn that once my contract ends, I’ll never renew with Three again and I’ll make sure to advice all my relative and friends never to make a mistake and sign a contract with Three who really don't care about their costumers.