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!

[Nothappy12]

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.

[JonathanB]

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

[Nothappy12]

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.

[JadeF]

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

[Bobsp]

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..........

[Maxine]

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

[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,