Lowell and three mobile debt credit score

[Neilia]

Hello Everyone,

I'm posting here because I've seen multiple threads on this site regarding a similar issue to mine.

So to give you all a summary of what's happened and the current state of play.

In April 2020 I got a contract with Three mobile, it was not a fixed-term contract so I could cancel it when I wanted. After approximately a month of using their service, I was not satisfied so decided to cancel the contract and go with a competitor. So I rang Three to cancel the contract, all good I thought things were over.
On the 5th of October 2021, I received a letter from Lowell stating that I owe Three £93.70, I was very confused because I had received no calls or letters from Three saying that I owed them any money... So this obviously got me very concerned so I rang up Lowell to ask them what happened, they were not very helpful at all and just said I owe them money, I need to pay or they will take me to court.
Since it was a small amount I just decided to pay it, they said you can either pay the default (£34) or the full amount, the pay the person explain "the default" to me is that I don't agree with what's happened but this will clear the issue and be masked as "resolved", not really knowing what this all entailed at the time I was paid the default to get them off my back.

Fast forward to the present, I recently applied for a mortgage, using multiple brokers and all of my mortgages in principle have been refused, looking at my credit file it looks like I have a black mark from Lowell, bearing in mind that I was not aware of how the whole credit score system worked because I've lived abroad for a very long time.
This is now causing me lots of trouble for something that I feel like I've been scammed, mislead, and I'm not in the wrong.

I would be very grateful for any help...

Thanks in advance,
O

[echat11]

Hi Neilia

a) Send Three a subject Access Request, they have 30 days to provide all the data on the account. Make sure you get Proof of Postage.

https://legalbeagles.info/library/gu...ccess-request/

b) Write a Letter of Complaint to Lowell's, explain what's happened, what they need to do to correct the matter, follow their complaints procedure (will be on their website). Make sure you get Proof of Postage.

c) Depending on what they comeback with, you could consider lodging a complaint with the FOS.

[Neilia]

Hello,

Thanks for the quick reply, do you have a template of the letter I should send to Lowell or should I just put basically what I explained above?
What's the outcome I'm looking for? To get this black mark removed right?
What is the "subject Access Request"? How is this going to help me?
Sorry for all the silly questions...

Kind regards,
O

[echat11]

a) do you have a template of the letter I should send to Lowell or should I just put basically what I explained above?

No template, but basically what you've put in your initial post, it needs a structure, what the problem is, why it's wrong and what you e want them to do. Explain that if they don't remove the 'marker', you will lodge complaints with the FOS and ICO.

b) What's the outcome I'm looking for? To get this black mark removed right?

Yes removal of the marker, you made payment, you were told everything would be o.k., but then they 'mislead' you.

c) What is the "subject Access Request"? How is this going to help me?

The SAR gets you details of all the communications you've had with them, it might evidence what you were told at the time, it also helps with time lines etc.

[Neilia]

Hello,

Thanks for all that! I've sent both letters today, hopefully, this will help. Can we please keep the thread open, will keep you posted when I hear back from them.

Thanks again

[echat11]

Hello,

Thanks for all that! I've sent both letters today, hopefully, this will help. Can we please keep the thread open, will keep you posted when I hear back from them.

Thanks again

No problem, thread will stay open.

[Neilia]

Hello,

I've received a letter from Lowell, it states that they have received my complaint but forwarded it to Three mobile. What does this mean? I thought Lowell can remove the black mark on my credit file.

Kind regards,
Oscar

[echat11]

Hello,

I've received a letter from Lowell, it states that they have received my complaint but forwarded it to Three mobile. What does this mean? I thought Lowell can remove the black mark on my credit file.

Kind regards,
Oscar

Your complaint to Lowell's is because they 'mislead' you, the person who you spoke too. Three Mobile placed the 'default' when the account defaulted, it sounds like you did everything you should of, but Three Mobile didn't when you called to cancel. So I think that is why they have sent it to Three Mobile.