Our Debt Management team recently received a call from one of our previous clients who had paid off (in full) all of her debts totaling £7992.81 between July 2010 and November 2014 through one of our Debt Management plans
After checking her credit file, the former client discovered a debt still outstanding to a bank despite the fact that she had paid back all her debts.
Alexandra who heads up the Debt Management team, immediately spoke to the bank who were initially less than helpful. Alexandra escalated the enquiry to a formal complaint and, within 24 hours, she had received confirmation that the fault lied with the bank who had had failed to update her credit file to show the debt as satisfied.
The bank has now updated her credit file, and we have requested that an apology and an offer of redress be sent to our client.
The client was delighted with the effort our team put into resolving the matter even though she was no longer a current client.
Bev Budsworth MD of The Debt Advisor Ltd adds, “This is a great example of treating customers fairly. It would have been easy for the team to say that we cannot be responsible for how the bank updates credit records, but we did not and went the extra mile to help”.
If you have a question regarding your credit file and how to ensure the information within it is correct or if you need help and advice regarding debt issues, then call The Debt Advisor today on 0800 085 1825 or email advice@thedebtadvisor.co.uk.
We are regulated and authorised by The Financial Conduct Authority (Reg no: 606669) and we are members of The Debt Resolution Forum.
All debt solutions should be very carefully considered and fees will be charged if a solution is taken in order for us to set up your plan and maintain it.
Alternative free-to-consumer debt advice services as recommended by the Money Advice Service.
