Three is refusing to remove default even after they have upheld my complaint

[Yasifsadi]

I have had two device plan put into installment as I faced financial difficulties due to bereavement. I was paying for both devices calling up 333, however in June 3. Customer agent made an errror and allocated my payment to one device rather than two devices. This has resulted is terminating my iPhone device plan and defaulted and registered in credit file. I raised a complaint and my complaint was upheld. 3 agreed it was an error from their side and paid me £75 for my inconvenience and promised me they will update my credit file to remove the default. However since then nothing have been done to remove the default from my credit file and 3 is now told Experian that the record is correct. This is ridiculous and you are breaking your promises after upholding my complaint. 

[Yasifsadi]

Hi Pete

this was done on 28 July 2025. 

[MichaelP]

Hello @Yasifsadi,

Is the previous mark on your credit file still appearing? If so, have you been back in touch with Customer Services in the last few weeks regarding this?

Thanks,
Michael 

[PeteG]

Hi there. 

That's disappointing to hear. When was it that this agreement to pay the £75 to you and sort the credit file was made? 

Pete.