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Hi all.
I was hoping to get advice on the above please. (Apologies in advance for the long post). Also, if I have posted in the incorrect forum.
My energy company have posted incorrect data on my credit file which has totally ruined it.
I loaned a thermal camera and failed to return it after the 3 months (yes, my bad and I was aware that there was a penalty of £250 added to my account, until returned and then this would be refunded), this was November 2024.
My energy provider then processed a penalty of £250 to my account (expected) but then the following month another £350 penalty fee. They then increased my direct debit (due to the £600 camera fee penalties) and took a direct debit nearly £300 out of my account (I managed to reverse this), as opposed to my £120 normal payment. I called them, explained the situation, they refunded the incorrectly posted £350 fee.
I said that due to the penalty fee (and until I could find the camera - it was somewhere in my house!) and the fact that they had increased my direct debit and relied on my accessing my app, I would pay by debit card monthly. The employee said that this was fine and would not be a problem.
I paid as promised via debit card every month either previous or on my payment date. Fast forward through last year, unfortunately, I had other urgent personal family health issues to deal with.
I then noticed an email from my credit file stating that my score had changed. On logging into this, my score had dropped from 'excellent' to 'fair/poor'. When I looked into this, my energy provider had submitted data to my credit file that I had missed payments from April to August.
I called my energy provider's customer care line and was told that unless I was clearing my monthly bill in full (as per the small print on my bill - I looked - no reference to this at all) then it was considered a missed payment. I questioned as to why the previous employee failed to advise me of these consequences and failed to receive an acceptable/knowledgeable answer, basically, unlucky we have no intentions of removing these markers on your credit file, we have done nothing wrong!
This took it's toll on my mental health as I was whittling about my remortgage in January, I was getting nowhere fast with this company and with my credit file ruined, I sought further help with my health from my doctor.
I then felt I had no choice other than to set up another direct debit to halt the escalating destruction of my credit file. I set up my direct debit (email confirmation received) and my energy provider failed to take my direct debit. I then called and made yet another complaint and spoke to someone who actually seemed to know what they were talking about! He apologised and confirmed that my direct debit was in actual fact, set up at their end, however, he could not give any explanation as to why the company had failed to claim it - he offered £40 compensation.
I mentioned about the previous matter and he said it did not seem right. The missed payment data was from April - Sept.
After watching Martin Lewis's programme I gained the CEO's email address, so I emailed him.
Firstly, I received a reply from a Team Leader (obviously passed down), basically, advising me that there are a myriad of other factors that affect my credit score and hence, they were not responsible for destroying my credit score. I replied stating that after numerous years in the financial sector, I knew exactly what affected a credit score and yes, they were solely responsible for the damage. I then received an email from some random stating that they had sent correction communication to the credit score company and that I needed to chase this myself to ensure resolution.
I then received an email from an Operations Director at the energy company apologising profusely and stating that the data was processed incorrectly and they had requested on 7th January 2026 for this incorrect data to be removed.
The Operations Director stated in their email, that they would like to make me a 'significantly higher offer' (from the £40 compensation - unclaimed direct debit matter).
Having checked my credit file the markers are still there and I am unable to access more competitive rates for my remortgage (due end of Jan) so I raised a dispute - they said up to 28 days for a response.
In the meantime, the Operations Director has offered £400! - to be credited to my account!
I replied stating that, after all the time I had spent (emails and calls) and the toll on my mental health that I did not feel that this was an acceptable offer and I was also awaiting confirmation (from my dispute) that the adverse data had been removed - from their claim that they had sent this on 7th January.
I received an email reply from my credit file dispute (it appeared that my energy provider had failed to confirm the incorrect data and within the email signposted me back to them) and just to confirm my understanding, I called them. They stated that the energy company would have, basically, processed this online (I was thinking it was an email as this is the first time I have experienced this!) and it would take 4-6 weeks to update.
Clearly, this is much longer than 4-6 weeks from 7th January, meanwhile I have been unable to sort my remortgage for more competitive rates as my credit file is destroyed.
I have failed to receive a reply,as yet, from the Operations Director.
Could anyone please advise on my next steps? I am extremely upset about the whole matter as I have always maintained an exemplary credit score and this has had a devastating effect on not only my mental wellbeing but also my finances.
Thanks in advance.
Foxy
I was hoping to get advice on the above please. (Apologies in advance for the long post). Also, if I have posted in the incorrect forum.
My energy company have posted incorrect data on my credit file which has totally ruined it.
I loaned a thermal camera and failed to return it after the 3 months (yes, my bad and I was aware that there was a penalty of £250 added to my account, until returned and then this would be refunded), this was November 2024.
My energy provider then processed a penalty of £250 to my account (expected) but then the following month another £350 penalty fee. They then increased my direct debit (due to the £600 camera fee penalties) and took a direct debit nearly £300 out of my account (I managed to reverse this), as opposed to my £120 normal payment. I called them, explained the situation, they refunded the incorrectly posted £350 fee.
I said that due to the penalty fee (and until I could find the camera - it was somewhere in my house!) and the fact that they had increased my direct debit and relied on my accessing my app, I would pay by debit card monthly. The employee said that this was fine and would not be a problem.
I paid as promised via debit card every month either previous or on my payment date. Fast forward through last year, unfortunately, I had other urgent personal family health issues to deal with.
I then noticed an email from my credit file stating that my score had changed. On logging into this, my score had dropped from 'excellent' to 'fair/poor'. When I looked into this, my energy provider had submitted data to my credit file that I had missed payments from April to August.
I called my energy provider's customer care line and was told that unless I was clearing my monthly bill in full (as per the small print on my bill - I looked - no reference to this at all) then it was considered a missed payment. I questioned as to why the previous employee failed to advise me of these consequences and failed to receive an acceptable/knowledgeable answer, basically, unlucky we have no intentions of removing these markers on your credit file, we have done nothing wrong!
This took it's toll on my mental health as I was whittling about my remortgage in January, I was getting nowhere fast with this company and with my credit file ruined, I sought further help with my health from my doctor.
I then felt I had no choice other than to set up another direct debit to halt the escalating destruction of my credit file. I set up my direct debit (email confirmation received) and my energy provider failed to take my direct debit. I then called and made yet another complaint and spoke to someone who actually seemed to know what they were talking about! He apologised and confirmed that my direct debit was in actual fact, set up at their end, however, he could not give any explanation as to why the company had failed to claim it - he offered £40 compensation.
I mentioned about the previous matter and he said it did not seem right. The missed payment data was from April - Sept.
After watching Martin Lewis's programme I gained the CEO's email address, so I emailed him.
Firstly, I received a reply from a Team Leader (obviously passed down), basically, advising me that there are a myriad of other factors that affect my credit score and hence, they were not responsible for destroying my credit score. I replied stating that after numerous years in the financial sector, I knew exactly what affected a credit score and yes, they were solely responsible for the damage. I then received an email from some random stating that they had sent correction communication to the credit score company and that I needed to chase this myself to ensure resolution.
I then received an email from an Operations Director at the energy company apologising profusely and stating that the data was processed incorrectly and they had requested on 7th January 2026 for this incorrect data to be removed.
The Operations Director stated in their email, that they would like to make me a 'significantly higher offer' (from the £40 compensation - unclaimed direct debit matter).
Having checked my credit file the markers are still there and I am unable to access more competitive rates for my remortgage (due end of Jan) so I raised a dispute - they said up to 28 days for a response.
In the meantime, the Operations Director has offered £400! - to be credited to my account!
I replied stating that, after all the time I had spent (emails and calls) and the toll on my mental health that I did not feel that this was an acceptable offer and I was also awaiting confirmation (from my dispute) that the adverse data had been removed - from their claim that they had sent this on 7th January.
I received an email reply from my credit file dispute (it appeared that my energy provider had failed to confirm the incorrect data and within the email signposted me back to them) and just to confirm my understanding, I called them. They stated that the energy company would have, basically, processed this online (I was thinking it was an email as this is the first time I have experienced this!) and it would take 4-6 weeks to update.
Clearly, this is much longer than 4-6 weeks from 7th January, meanwhile I have been unable to sort my remortgage for more competitive rates as my credit file is destroyed.
I have failed to receive a reply,as yet, from the Operations Director.
Could anyone please advise on my next steps? I am extremely upset about the whole matter as I have always maintained an exemplary credit score and this has had a devastating effect on not only my mental wellbeing but also my finances.
Thanks in advance.
Foxy
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