Three missed the payment (not me) affecting my credit score

[lpalm]

Earlier this year, I changed the method by which I change my bill. I've had the account for many years.

The February payment went through as normal, after which I changed the payment method. The March payment was never taken, and in April there was a catch up. Because of this, my credit score is showing as my first ever missed payment in over 30 years.

Both the old and the new methods both had sufficient funds and no issues for taking payment, Three's own internal process failed resulting in me being impacted by the credit score. 

Is there guidance on the best way to engage with Three, as I require them to go fix my credit history.

Thanks

[lpalm]

Hello, Maxine, thankyou. What do I need to do next?

[Maxine]

You're welcome, lapalm.

If you click on the complaint word I've mentioned in my first reply, it's a link to our Complaints Team directly. You can live chat with them and they'll have your complaint logged and investigated. 

Maxine

[Maxine]

Hey lpalm, 

We're sorry to hear this has happened. It's something we can certainly look into and have a complaint raised for you to be fully investigated. We'll be able to raise a case with our Credit Team to check any negative findings that need removed.

Maxine