Barclays mistake destroyed our credit ratings | Barclays

We have a joint mortgage with Barclays but i just found out that in the last 11 months the bank wrongly recorded that we paid late. This is completely wrong – our payments arrived on time – but it’s screwed up our credit rating. Although we have repeatedly told the bank that they made a mistake, their staff seem unable to rectify the problem, or even prevent it from happening the following month.

Over the past year, we have seen our overdraft limits reduced to negligible levels by Barclays and other banks. My wife had her credit card canceled by Halifax without an explanation. I saw my credit limit reduced with PayPal. When I checked with Experian, I found that my credit score had dropped from 980 to 480. Our complaints manager at Barclays admitted that she was dealing with other similar cases. I wonder how many others are in the same boat but have no idea. Can you help?
CS, Norwich

I am truly shocked by Barclays’ laissez-faire approach to your complaint, given that the financial consequences of this could have been dire. If you had been trying to relocate or get a business loan or the like, no business would have hit you. After raising this issue with the bank, they at least acted quickly to resolve the issue.

A Barclays spokesperson blamed the problem on an “internal error”. He says, “This is a rare case of incorrectly recorded arrears on our client’s mortgage. We accept that on this occasion, the service received by our client is below our usual high standards. Appropriate steps have been taken to ensure that information held by credit reference agencies is accurate.

The bank offered you £ 500 for repairs, which I don’t think is enough. I would ask for double, given that the bank has actually called you a bad bet with other institutions. In the meantime, like you, I wonder how many other Barclays mortgage customers have this problem.

If a bank or credit card mysteriously lowers your overdraft or credit limit, it’s worth checking your credit report quickly. Have other Barclays customers suffered the same fate? Send an e-mail to the usual address.

We accept letters but cannot respond individually. Email us at [email protected] or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions

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