1
What are the 3 bureaus we use?
Tansunion
equifax
Experian
The customer defaulted for £1,000 on 29/11/2022. When will the credit file be deleted?
After 6 years, on 29/11/2028.
Name three things that appear on a credit report?
Payment history, credit checks and personal information
When do we tick CIAS?
When you are settling or deleting a credit file
A search can not be removed if a device is out of stock. True or False
True
A customer bought a device on the 22nd of May and returned it on the 3rd of June and would like their credit file deleted, what actions do you take?
Delete the credit file in line with the return's policy
If there is a late marker on the credit file in January 2022, for which month's invoice is the late payment for?
November 2021
The customer wants adverse credit file marks removed as part of a complaint. Customer Relations removed the balance as a goodwill gesture. Can the credit file be amended?
No. Credit file amendments are not allowed as goodwill.
When do we satisfy a default on the credit file?
When the customer has made full payment
How do we know when account has been Debt Sold?
When there is a note on the account stating it has been, or on the legal group and when we no longer have the credit file.
What do we put on the credit file when a customer has disputed their bill
Query flag/mark
What do we look for when there is dispute and the customer is saying they do not recognize the account?
Look to see when the account was taken out, if there has been any communication with customer or they have called in previously through notes and comms, look to see if there has been any payment previously.
A customer has write off amount of £500 which defaulted 29/11/2017 which they satisfied 11/09/2024. What happens to the credit file?
Due to the default being over the 6 statute, the credit file can be deleted.
Customer purchased a device online but says they were unware there would be a search on their credit report. What should we do.
If the customer placed the order via the website, consent must be provided prior to the search taking place therefore there is nothing that can be done
Customer states that they never took out the account and no communication or payment has been made on the account. Who do we escalate it to and how?
Raise a Service request to the Fraud team for further investigation
What is the difference from a credit file and a credit score?
A credit report is a detailed summary of the information in your credit file.
A credit file keeps record of all your payment history and if youre a good payer or not
22 months into a 24 month contract, the customer removed the direct debit and there has been no usage on the account, The account what actions are taken pertaining to the credit file?
The adverse is to remain as the customer was still in commitment.
Customer has a main account with a service hierarchy. The main account has a Direct Debit set up and is paid on time every month but the service hierarchy account has no payment details and a large overdue balance. The customer has called to query this because they noticed adverse marks on the credit file and they are confused because they know they are making monthly payments to Vodafone. The agent discovers the hierarchy overdue balance and the customer pays it. Is there anything we can do on the credit file? And what advice would you give the agent to stop this happening again?
We can remove the adverse on the account because the customer was unaware of the service hierarchy and we would advise the agent to tell the customer to set up a direct debit to ensure payments are made and should this happen again we will not be able to remove the adverse
The customer’s contract term finished several months ago and they have not been using the line. They noticed they still had an active Direct Debit so cancelled it without giving notice and eventually the account was disconnected for non-payment. The customer has called and paid the overdue balance but there are late marks and a default on the credit file. What can we do with the credit file?
We can amend the file due to the customer being out of contract with no usage. We will need to remove the late marks and the default and settle the credit file as off last regular payment.
What is the maximum amount of credit we can apply on an account?
£25
Customer has returned their device loan within the cooling off period. We do not have evidence of the return. But we can see that the initial invoice has been reversed. What actions are taking regarding the credit file.
We delete it as the reversal of the invoice means the device has been received
The customer has a large overdue balance and claims that they were unaware of it. They have an online account and according to the collections history we have sent one email asking them to pay. They say they want the marks removed from the credit file because we didn’t try hard enough to alert them to the overdue balance – can we do anything?
We can remove the adverse due to minimal collections activity
The customer defaulted for £1000 on 01/10/2018. When will the credit file be deleted?
After 6 years : 1/10/2024 – Under the 6 Year Statute
( If customer called within a month we would also remove this)
The customer has come to the end of their device loan but they cancelled the Direct Debit before we could collect the final payment so have late marks on the device credit file. Can we amend the credit file?
No : Due to the loan not being paid in full