Incorrect missed payment on my credit file

[Dlm0211]

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!

[Panda1]

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. 

[KateS]

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

[ashleyc8626]

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

[JonathanB]

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

[Jessx2001x]

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 , ....

[PeteG]

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.

[Javier240]

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

[JonathanB]

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

[Anonymous]

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.