Newest Review: ... related to an order delivered a year ago). I spent more time on the phone with Carphone Warehouse but they could not find the correct track... more
Carphone Warehouse: could they get it any more wrong?
Member Name: clhscott
Disadvantages: Inept, incompetent, unhelpful
The Carphone Warehouse have really excelled themselves this time.
A couple of months ago obtained a copy of my credit report from Equifax, as I am about to apply for a mortgage and need to ensure everything is in order. I was alarmed to see a defaulted account with Carphone Warehouse on my credit file so I disputed it with Equifax. I've never had an account of any sort with Carphone Warehouse so I can be 100% sure that this is a mistake.
Equifax came back advising that CPW are unable to help but would be happy to talk to me should I care to call them directly. In June I did just this and was advised by the agent to whom I spoke that this debt is really old and should have been written off. She was going to take steps to do deal with this immediately. I explained that I had never had an account with them and was concerned about my credit rating being adversely affected. The agent assured me it would all be dealt with.
A couple of weeks later I ordered another copy of my credit file and was disappointed to see this old debt still attached to my name. I emailed Equifax who tried to intervene on my behalf but were stonewalled by CPW again. I once again called and asked for the fraud team. After explaining what had happened once more, I was assured that a form would be sent to me which I would need to sign to verify that this was a fraudulent transaction. To date I haven't had this form.
I contacted Equifax once more and pleaded with them to remove this from my credit file. They explained that they are unable to help but did, instead, contact Equifax with a view to getting their approval to do same. Equifax then replied explaining that this debt goes back to 2004 and relates to a "Mr Allen". My name is not Allen, nor do I know anyone of this name, nor have I ever lived with anyone of this name. Clearly CPW are as incompetent as they are obdurate. So I offered to pay the debt (it is, after all, only £18). But this would have to be on a strictly without-prejudice basis; I would only be settling the debt in order to clear my account: this debt absolutely has nothing to do with me. But CPW cannot (or will not) confirm that, in paying this debt, the default would be cleared; instead the black mark would remain on my account but would be marked 'settled'. Hardly desirable.
When I tweeted my frustration with CPW I was assured of a response if I filled in an online form. After doing so I today received a reply which in summary reads that customer services cannot help me and that I must once more call the fraud department.
Given that this debt is absolutely nothing to do with me, and that CPW have already stated that it belongs to someone with an entirely different name, I am loathe to go through the rigmarole of calling their fraud team once again, particularly in view of the fact that I have already done so; it's just that nobody in that department could be bothered to send me the wretched form I need to sign.
So I've spoken to Equifax, to CPW's customer service and to CPW's fraud team; I've emailed CPW; I've submitted an online help request; I've even offered to pay this debt that CPW have erroneously attached to my credit file. What else can I do to remedy this error of CPW? All suggestions appreciated.
Summary: Avoid like the plague