0:00:02 > 0:00:04I've been battling your consumer rights for years,
0:00:04 > 0:00:07but it seems some companies still aren't getting the message.
0:00:07 > 0:00:09The main aim and goal for big companies is profit,
0:00:09 > 0:00:10they don't care about the customers.
0:00:10 > 0:00:14Day in, day out, thousands of you are still being taken for a ride,
0:00:14 > 0:00:16and it's always the same old things.
0:00:16 > 0:00:19Shoddy products, small print and bad customer service.
0:00:19 > 0:00:21In the terms and conditions,
0:00:21 > 0:00:24they use words which they know no ordinary person would understand.
0:00:24 > 0:00:27Some firms are driving you barmy, causing you sleepless nights
0:00:27 > 0:00:31and making it feel like YOU'RE the one to blame.
0:00:31 > 0:00:34But don't despair, cos I'm here to take up the fight
0:00:34 > 0:00:36and make sure that YOU don't get done.
0:00:39 > 0:00:41Who are we?
0:00:41 > 0:00:43Now, that might sound like a profound question,
0:00:43 > 0:00:44but when you think about it
0:00:44 > 0:00:47our identity is very important to us,
0:00:47 > 0:00:50especially in today's world of computers and databases,
0:00:50 > 0:00:53where information about us is being stored
0:00:53 > 0:00:56by hundreds of different companies.
0:00:57 > 0:01:00Just ask David Smith, a coach driver from Gloucester,
0:01:00 > 0:01:03who believes he's been mixed up with someone else
0:01:03 > 0:01:05and landed with their debts.
0:01:05 > 0:01:09He's being chased to pay debts in excess of £7,500
0:01:09 > 0:01:12on credit and store cards that are in his name,
0:01:12 > 0:01:15but he says have nothing to do with him.
0:01:16 > 0:01:20It's upsetting, it's annoying, it's insulting.
0:01:20 > 0:01:22It all began in 2004,
0:01:22 > 0:01:26when David starting receiving demands for repayment.
0:01:26 > 0:01:30I received a number of letters, originally from companies
0:01:30 > 0:01:34and then, later on, from debt collectors.
0:01:34 > 0:01:36The outstanding debts were from two credit cards
0:01:36 > 0:01:40and a store card that David says he's never had.
0:01:40 > 0:01:43I do not rack up store cards and credit cards.
0:01:43 > 0:01:46I don't have any debt at all.
0:01:46 > 0:01:49Yet somehow, it seemed David's name had become linked
0:01:49 > 0:01:51to the unpaid card bills.
0:01:51 > 0:01:54Then, in 2008, he was contacted by a company called
0:01:54 > 0:01:58Cabot Financial Ltd, who bought all three debts.
0:01:58 > 0:02:00David told them they'd got the wrong man,
0:02:00 > 0:02:04but Cabot Financial's information said otherwise.
0:02:04 > 0:02:07As far as they were concerned, somebody had to pay them the money,
0:02:07 > 0:02:09and it was going to be me.
0:02:09 > 0:02:12Increasingly concerned, David looked into it himself,
0:02:12 > 0:02:15and learned that the debts related to an address in Berkshire.
0:02:15 > 0:02:18There are hundreds of David Smiths living in Berkshire,
0:02:18 > 0:02:21but our David Smith has never lived there.
0:02:21 > 0:02:25So, why was there information linking him to the Berkshire address?
0:02:26 > 0:02:29And we've shouted as loud as we can that this isn't our debt,
0:02:29 > 0:02:33and they still maintain that it is.
0:02:33 > 0:02:37Knowing the debts weren't his, David decided to ignore the letters,
0:02:37 > 0:02:40and for a few years everything went quiet.
0:02:40 > 0:02:44But in August 2012, when David and his wife wanted to move,
0:02:44 > 0:02:47they were in for a nasty shock.
0:02:47 > 0:02:49Their mortgage application was turned down.
0:02:52 > 0:02:56A default had been put on David's record, although not by Cabot,
0:02:56 > 0:02:59and his credit rating was now listed as very poor.
0:02:59 > 0:03:02His chances of borrowing money were now slim.
0:03:02 > 0:03:07It did cause my wife to have to take on the borrowing
0:03:07 > 0:03:11for our new mortgage for our new house, entirely on her shoulders.
0:03:11 > 0:03:13Although they're finally in the process of moving,
0:03:13 > 0:03:16David's desperate for the link between him and these debts
0:03:16 > 0:03:19to be removed, and his credit rating restored.
0:03:19 > 0:03:24It's affected my wife, and I'm just furious at the whole thing.
0:03:24 > 0:03:25Well, I can't blame him.
0:03:25 > 0:03:29The question is, can I do anything to help resolve this credit crisis?
0:03:32 > 0:03:34I'm in Gloucester today to meet David
0:03:34 > 0:03:36to have a chat about this debt that he says
0:03:36 > 0:03:37is nothing at all to do with him.
0:03:39 > 0:03:41David and Helen have now, thankfully,
0:03:41 > 0:03:42moved into their new home.
0:03:45 > 0:03:47- Hi, David?- Hello, Dominic. - Good to meet you. How are you doing?
0:03:47 > 0:03:49- Come on in.- Thanks very much.
0:03:49 > 0:03:51But the issues of David's bad credit rating
0:03:51 > 0:03:54and being linked to the debts still remain.
0:03:54 > 0:03:56One of the very, very obvious problems here
0:03:56 > 0:03:58is your name, isn't it?
0:03:58 > 0:03:59Yes.
0:03:59 > 0:04:00David Smith?
0:04:00 > 0:04:06Yes, we did a little research into that, my wife and I on the computer.
0:04:06 > 0:04:10We actually found out that I think 83,000 David Smiths
0:04:10 > 0:04:15were registered in 1959, the year that I was born.
0:04:15 > 0:04:19Gordon Bennett! That's a lot of potential David Smiths out there.
0:04:19 > 0:04:23Now, I need to know where David's got with Cabot Financial so far.
0:04:23 > 0:04:24How bad did it get?
0:04:24 > 0:04:28Well, I phoned them a number of times, then I wrote to them,
0:04:28 > 0:04:29my wife wrote to them.
0:04:29 > 0:04:32Some of the letters from Cabot were actually saying that,
0:04:32 > 0:04:35basically, they were not going to accept
0:04:35 > 0:04:37my claim that this wasn't my debt.
0:04:39 > 0:04:41Basically, they wanted the money.
0:04:41 > 0:04:42Hello?
0:04:42 > 0:04:45It's clear that David has found his dealings with Cabot
0:04:45 > 0:04:47increasingly frustrating.
0:04:47 > 0:04:53They never give you a free phone number. It's always an 08700 number.
0:04:53 > 0:04:56So, instantly you're paying to ring these people.
0:04:56 > 0:04:58But the question still remains,
0:04:58 > 0:05:00why David is being chased for the debts
0:05:00 > 0:05:04if he's never lived at the address the cards were linked to.
0:05:04 > 0:05:07David has even sought further advice.
0:05:07 > 0:05:10I've had to contact the financial ombudsman.
0:05:10 > 0:05:13Raising a dispute with the ombudsman means Cabot
0:05:13 > 0:05:16have now got to cease contacting David directly.
0:05:16 > 0:05:19When I've been talking to the ombudsman I found out that
0:05:19 > 0:05:22once you've raised a dispute with a company they're not allowed
0:05:22 > 0:05:25to chase you for any money they think you may owe them,
0:05:25 > 0:05:26whether you do or you don't.
0:05:26 > 0:05:30How has this affected you, financially, emotionally?
0:05:30 > 0:05:32It's made me feel a bit embarrassed,
0:05:32 > 0:05:36because I went into my mortgage provider
0:05:36 > 0:05:39and they refused me a mortgage.
0:05:39 > 0:05:41That was embarrassing,
0:05:41 > 0:05:44so we've got the frustration and the anger towards Cabot.
0:05:44 > 0:05:47David is, understandably, at the end of his tether.
0:05:47 > 0:05:50He knows there are hundreds of David Smiths out there.
0:05:50 > 0:05:53But how had Cabot linked him with an address in Berkshire?
0:05:53 > 0:05:55Was it their mistake,
0:05:55 > 0:05:58or were they relying on information from another source?
0:05:58 > 0:06:01Either way, they were sure David was their man.
0:06:01 > 0:06:04I'm going to take his letters and correspondence,
0:06:04 > 0:06:07and see if I can get to the bottom of this issue.
0:06:07 > 0:06:10- I shall be in touch soon, hopefully. - Brilliant, thank you very much.
0:06:10 > 0:06:12- Thanks, David.- Thank you.
0:06:15 > 0:06:17Now, being chased for a debt is bad enough,
0:06:17 > 0:06:20but being chased for a debt that isn't yours!
0:06:20 > 0:06:22Well, that's enough to drive anybody bonkers.
0:06:22 > 0:06:24I think it's time I gave Cabot a call.
0:06:27 > 0:06:32But before I start, I always find out who I'm dealing with first.
0:06:33 > 0:06:36Cabot Financial was set up in 1998.
0:06:36 > 0:06:40They purchase consumer debt from banks and other credit lenders
0:06:40 > 0:06:43who no longer wish to manage the debt themselves.
0:06:43 > 0:06:47Their website states they believe in ethical collections,
0:06:47 > 0:06:50and treating their customers fairly, with respect and empathy.
0:06:51 > 0:06:53Now, one of David and my bugbears
0:06:53 > 0:06:56is that whenever he's had to call Cabot in the past
0:06:56 > 0:06:57it's not been a cheap call,
0:06:57 > 0:07:00and has had to come out of his pocket.
0:07:00 > 0:07:01But there's a way round this.
0:07:03 > 0:07:06I'll tell you something about debt recovery agents - they always
0:07:06 > 0:07:10give you these 0845, 0844 and 0870 numbers,
0:07:10 > 0:07:13which I hate, because a lot of them are profit sharing,
0:07:13 > 0:07:15but because they're collecting debts
0:07:15 > 0:07:17and some people might not be able to afford those debts,
0:07:17 > 0:07:20if you do a little search, as I have on Cabot,
0:07:20 > 0:07:22you quite often find a free phone number.
0:07:22 > 0:07:24I've got it. Let's let them pay the bill.
0:07:25 > 0:07:29And it's just as well, as straight away I'm put on hold.
0:07:30 > 0:07:36- RECORDED MESSAGE: Thank you for calling. Your call will be answered shortly.- OK.
0:07:36 > 0:07:39MUSIC PLAYS
0:07:42 > 0:07:45Eventually I get through to someone, but they tell me
0:07:45 > 0:07:49I need to call reception and give me another number.
0:07:49 > 0:07:51Good afternoon. My name's Dominic Littlewood.
0:07:51 > 0:07:54I'm calling from the BBC. I need to speak to somebody
0:07:54 > 0:07:56re a complaint that's come in to us
0:07:56 > 0:07:59from a customer who you're chasing for a debt.
0:07:59 > 0:08:01Who would I need to speak to, please?
0:08:01 > 0:08:04I'm told to hold the line whilst the receptionist finds out
0:08:04 > 0:08:06who I should contact.
0:08:06 > 0:08:09MUSIC PLAYS
0:08:10 > 0:08:15Finally, I'm told I need to be transferred to customer assurance.
0:08:15 > 0:08:18I take the direct line number myself, and just as well,
0:08:18 > 0:08:22as I can't be transferred because nobody's available at the moment.
0:08:25 > 0:08:27The receptionist says I need to speak
0:08:27 > 0:08:29to someone called Becky in the press department,
0:08:29 > 0:08:31but she's not in the office today.
0:08:31 > 0:08:34I ask for her full name for future reference,
0:08:34 > 0:08:37and I'm told they can't give that information out.
0:08:37 > 0:08:38Hmm.
0:08:38 > 0:08:40OK. Does she have an extension number or something
0:08:40 > 0:08:42so I can deal with her?
0:08:42 > 0:08:45I'm told just to call this number to be put through.
0:08:45 > 0:08:47They're not making this easy.
0:08:47 > 0:08:50Perhaps Becky has an email I can contact her on.
0:08:50 > 0:08:52Thanks very much for your help. Bye-bye.
0:08:53 > 0:08:55Wouldn't give me her surname,
0:08:55 > 0:08:57but she gave me an email address which has got a surname in it.
0:08:57 > 0:09:00That was hard work, but I'm fired up now,
0:09:00 > 0:09:02and I want to get to the bottom of why David
0:09:02 > 0:09:04is being chased for this debt.
0:09:04 > 0:09:08I'm emailing the press office to ask how they're so sure they have
0:09:08 > 0:09:11the right David Smith, and where they got their information from.
0:09:17 > 0:09:20I've called the debt collection company Cabot Financial,
0:09:20 > 0:09:22but have had no luck speaking to anyone.
0:09:22 > 0:09:26I did email their press office, though, and I've had a reply.
0:09:26 > 0:09:29In their email, they say they're no longer going to pursue David
0:09:29 > 0:09:31for the money, which sounds good,
0:09:31 > 0:09:34but they maintain that they have strong evidence
0:09:34 > 0:09:35to link David to the debt
0:09:35 > 0:09:38based on their own searches of electoral rolls
0:09:38 > 0:09:40and information supplied to them
0:09:40 > 0:09:45in March 2012 by a credit reference agency called Equifax.
0:09:45 > 0:09:49So, frustratingly, I'm no closer to clearing David's name,
0:09:49 > 0:09:52and having his credit rating returned to normal.
0:09:52 > 0:09:55David has given us details of both his addresses
0:09:55 > 0:09:59and the Berkshire address, and we've made a bit of a discovery.
0:09:59 > 0:10:02David is adamant that he's being confused
0:10:02 > 0:10:04with another David Smith who lives in Berkshire,
0:10:04 > 0:10:09so I've asked my team to do a little bit of research and find out.
0:10:09 > 0:10:11And after digging around, they've discovered
0:10:11 > 0:10:12that the David Smith in Berkshire
0:10:12 > 0:10:14has a different middle name,
0:10:14 > 0:10:15a different date of birth,
0:10:15 > 0:10:18and is married to a different lady.
0:10:18 > 0:10:19Don't know about you,
0:10:19 > 0:10:22but that sounds like a different David Smith to me.
0:10:22 > 0:10:26But can we now get David's information updated, so that Cabot
0:10:26 > 0:10:29no longer links him to the Berkshire address?
0:10:29 > 0:10:30And, more importantly,
0:10:30 > 0:10:33can we get the default taken off his credit record?
0:10:33 > 0:10:35Let's hope so.
0:10:35 > 0:10:36But I'll tell you what,
0:10:36 > 0:10:39this case has got me thinking about the issue of identity.
0:10:42 > 0:10:45Now, I know what you're thinking, "Dom, you're one in a million."
0:10:45 > 0:10:47And you would be right.
0:10:47 > 0:10:50But the thing is, I'm not the only Dom Littlewood out there.
0:10:52 > 0:10:54And that's the thing here, you see.
0:10:54 > 0:10:57Many of us share our name with other people.
0:10:58 > 0:11:03So how can we be sure that our identities don't get mixed up?
0:11:03 > 0:11:04Now, in David's case,
0:11:04 > 0:11:06Cabot are saying that some of their information came
0:11:06 > 0:11:11from a credit reference agency, or CRA for short, called Equifax.
0:11:11 > 0:11:14So what is a CRA and what do they do?
0:11:15 > 0:11:17Well, someone who knows all about CRAs
0:11:17 > 0:11:21and how they work is editor of Which? Money James Daley.
0:11:21 > 0:11:25CRAs store all the data about individuals in the UK
0:11:25 > 0:11:27in relation to their creditworthiness,
0:11:27 > 0:11:30so that means whether they're keeping up payments
0:11:30 > 0:11:32on any loans they have, and also keeping up payments
0:11:32 > 0:11:34on other contracts they have,
0:11:34 > 0:11:36like mobile phone contracts or their energy bills.
0:11:36 > 0:11:40OK, but how exactly do the CRAs collate this information
0:11:40 > 0:11:42and build our credit reports?
0:11:42 > 0:11:44Every time you apply for a loan,
0:11:44 > 0:11:48or start a new contract with a utility company or mobile phone provider,
0:11:48 > 0:11:51those companies will go to the credit reference agencies
0:11:51 > 0:11:53and put details of those agreements onto your file.
0:11:53 > 0:11:56And then, every time you make a payment, they'll register
0:11:56 > 0:11:58whether or not that payment was on time,
0:11:58 > 0:12:00and if it wasn't, they'll put a mark on your file.
0:12:00 > 0:12:02And it's actually quite cheap
0:12:02 > 0:12:05and easy to access your own credit records.
0:12:05 > 0:12:08Each of the credit reference agencies is obliged
0:12:08 > 0:12:11to provide your statutory credit report
0:12:11 > 0:12:12for just £2 online.
0:12:12 > 0:12:15But are the CRAs' systems foolproof,
0:12:15 > 0:12:17or can mistakes get made?
0:12:17 > 0:12:21There are only three credit reference agencies in the UK
0:12:21 > 0:12:23and with that job comes responsibility.
0:12:23 > 0:12:25They clearly need to be working to ensure
0:12:25 > 0:12:27that the information on people's credit files is correct.
0:12:27 > 0:12:29Some of the common mistakes we hear about
0:12:29 > 0:12:31on people's credit files are
0:12:31 > 0:12:34that perhaps their utility provider or mobile phone company
0:12:34 > 0:12:37has said they've missed a payment when actually they haven't done
0:12:37 > 0:12:41or, in more extreme cases, people find that there are loans
0:12:41 > 0:12:43on their file that they never applied for,
0:12:43 > 0:12:44they don't even recognise.
0:12:44 > 0:12:47Right, to keep on top of your credit rating,
0:12:47 > 0:12:50check your credit report with all three CRAs,
0:12:50 > 0:12:52and if you do find a mistake,
0:12:52 > 0:12:55make sure you alert the company responsible
0:12:55 > 0:12:57and the specific CRA immediately.
0:13:02 > 0:13:04In David's case, I think
0:13:04 > 0:13:07I've got the evidence to prove that a mistake has been made.
0:13:07 > 0:13:10But was it Cabot Financial's error, or was the information
0:13:10 > 0:13:14given to them by the credit reference agency Equifax at fault?
0:13:14 > 0:13:17Let's see what Cabot have to say.
0:13:17 > 0:13:20Time to call Becky at Cabot Financial.
0:13:20 > 0:13:22- 'Hello, good afternoon.'- Hi. Becky, is it convenient?
0:13:24 > 0:13:26- 'Yes.'- Superb, OK.
0:13:26 > 0:13:29I'm calling you about the email I sent you about a David Smith.
0:13:29 > 0:13:30'Yes.'
0:13:30 > 0:13:32And I notice there that you've actually said that
0:13:32 > 0:13:35you're not going to pursue this any more.
0:13:35 > 0:13:37'Yes.'
0:13:37 > 0:13:39What does that mean, in layman's terms?
0:13:39 > 0:13:41Not "You're not going to pursue it."
0:13:41 > 0:13:42Why are you are you not pursuing it
0:13:42 > 0:13:45if you've been chasing it for so many years?
0:13:45 > 0:13:46'That's a good question,
0:13:46 > 0:13:50'and I'd rather not comment on the phone about that.
0:13:50 > 0:13:51'I'd rather put that in writing to you.
0:13:53 > 0:13:56I asked Becky if they think they've been chasing the wrong man,
0:13:56 > 0:13:59as our David has a different middle name to the David Smith
0:13:59 > 0:14:02who they've been chasing for the debts.
0:14:02 > 0:14:03And, if it's not a clear case,
0:14:03 > 0:14:06why have they been chasing David for years?
0:14:06 > 0:14:09But sadly, Becky doesn't want to comment on the phone.
0:14:10 > 0:14:13- I think you've been chasing the wrong guy, Becky.- 'OK.'
0:14:13 > 0:14:16If and when I can prove that to you.
0:14:16 > 0:14:18You can put it in writing, if you like, or tell me verbally.
0:14:18 > 0:14:19I think we need to do something
0:14:19 > 0:14:21to try and stop this happening again,
0:14:21 > 0:14:23and something to put his credit rating back.
0:14:23 > 0:14:25And something in the way of an apology.
0:14:25 > 0:14:27'I'll give you the official response in writing,
0:14:27 > 0:14:33'and I'm not trying to be evasive here, but I don't want to respond
0:14:33 > 0:14:38'on behalf of the company without having all the facts in front of me.'
0:14:38 > 0:14:40There are many David Smiths in Berkshire,
0:14:40 > 0:14:42but maybe she can comment on the fact
0:14:42 > 0:14:45that our David isn't one of them.
0:14:45 > 0:14:48Since 1998, right up to now,
0:14:48 > 0:14:51he's only actually had two different addresses.
0:14:51 > 0:14:54One is where he is now and one is in Scotland.
0:14:54 > 0:14:56He's never, ever, lived at the address
0:14:56 > 0:14:58of the person you're chasing.
0:14:58 > 0:14:59'Right.'
0:14:59 > 0:15:01What can you tell me about that?
0:15:03 > 0:15:06- BECKY LAUGHS 'What do you think I'm going to say?'- Go on.
0:15:06 > 0:15:09- Surprise me.- 'I'm just going to say I'm going to put it in writing.'
0:15:09 > 0:15:11To be fair to Becky, she is just doing her job,
0:15:11 > 0:15:15but I can't help feeling just a little bit frustrated.
0:15:15 > 0:15:16It's quite comical.
0:15:16 > 0:15:18The only thing you'll be able to tell me verbally
0:15:18 > 0:15:20is whether you can't put something in writing.
0:15:20 > 0:15:22I'll give you a call tomorrow once I've got your email.
0:15:22 > 0:15:24The earlier the better, but I appreciate
0:15:24 > 0:15:25it might not be first thing.
0:15:25 > 0:15:27It's been lovely talking to you, Becky,
0:15:27 > 0:15:29and we'll have a chat again tomorrow.
0:15:29 > 0:15:31- 'OK, thank you.'- Bye-bye.- 'OK, bye.'
0:15:34 > 0:15:37I'd like to tell you something right now about how that call went,
0:15:37 > 0:15:38but you know what?
0:15:38 > 0:15:42I'm going to put it writing! I'm going home!
0:15:43 > 0:15:47But of course it's not just Cabot I need to speak to.
0:15:47 > 0:15:50I've also contacted Equifax to check that the information
0:15:50 > 0:15:52they hold on David is correct.
0:15:52 > 0:15:54And I get a surprising response from Equifax,
0:15:54 > 0:15:59who supplied data to Cabot in March 2012.
0:15:59 > 0:16:01They tell me that they've realised the information
0:16:01 > 0:16:05they've supplied to Cabot about David's address was wrong.
0:16:05 > 0:16:08They say that this information came to them from another source,
0:16:08 > 0:16:12but they admit that they didn't check it was correct before passing it on.
0:16:12 > 0:16:15They also say they have now corrected their mistake. Phew!
0:16:15 > 0:16:18It sounds like we're finally getting somewhere.
0:16:22 > 0:16:25But before we get too carried away, I want David
0:16:25 > 0:16:29to check his updated Equifax report to make sure it's now correct.
0:16:30 > 0:16:31Right, so...
0:16:32 > 0:16:35..this is my credit report.
0:16:35 > 0:16:38Current address, previous addresses, linked addresses.
0:16:39 > 0:16:41One linked address.
0:16:43 > 0:16:46Nothing to do with me, that.
0:16:46 > 0:16:48That is, that is.
0:16:48 > 0:16:50That isn't.
0:16:50 > 0:16:56So already we're finding things wrong on another credit history.
0:16:56 > 0:16:58Can you Adam and Eve it?
0:16:58 > 0:17:01Equifax assured us they'd corrected all the errors,
0:17:01 > 0:17:04but David's report is still littered with details
0:17:04 > 0:17:05that don't relate to him.
0:17:06 > 0:17:10That is not me, and I am not 80 years old. And that, there...
0:17:11 > 0:17:13..says that I am.
0:17:13 > 0:17:16Well, if you are, you're certainly looking good for it.
0:17:16 > 0:17:20It's clear that there are different David Smiths on this report.
0:17:20 > 0:17:23David spotted it, so why haven't Equifax picked up on it?
0:17:23 > 0:17:28Well, quite frankly, it needs to be sorted out.
0:17:28 > 0:17:31So at least I can get credit in the future and people don't think
0:17:31 > 0:17:34I'm a person who doesn't pay their debts back.
0:17:34 > 0:17:37Oh, dear. David's not having much luck at all.
0:17:37 > 0:17:40It feels like we're back to square one again.
0:17:45 > 0:17:48Cabot have told me that before March 2012,
0:17:48 > 0:17:51their information had come from one of the other CRAs -
0:17:51 > 0:17:57Callcredit Information Group, who also linked David to the address in Berkshire.
0:17:57 > 0:17:59So it's not just Equifax's mistake
0:17:59 > 0:18:02and we've contacted Callcredit to see what they say.
0:18:04 > 0:18:05Equifax told us
0:18:05 > 0:18:08that once they realised the mistake on David's credit record,
0:18:08 > 0:18:12they corrected it, yet he still found mistakes on his file.
0:18:12 > 0:18:14I've asked Equifax for an interview
0:18:14 > 0:18:17and I'm pleased to say that Neil Munroe,
0:18:17 > 0:18:21Director of External Affairs and Communications, has agreed to meet me.
0:18:21 > 0:18:23- Hello, Neil.- Hi.- Hi. Dominic. Thanks for coming.- No problem.
0:18:23 > 0:18:27Appreciate that. Got a seat over here if you'd like to come down.
0:18:27 > 0:18:29Firstly, I want to know how
0:18:29 > 0:18:33the CRAs get their information. When information comes in to you,
0:18:33 > 0:18:35particularly detrimental information,
0:18:35 > 0:18:38what are you required to do by law to make sure that's accurate?
0:18:38 > 0:18:42We do as much as we can in terms of quality check,
0:18:42 > 0:18:44but there is a very strong obligation on the lender.
0:18:44 > 0:18:48We have a very strong contract with the supplying organisation
0:18:48 > 0:18:50to make sure they're doing as much as well.
0:18:50 > 0:18:54Isn't there a legal requirement that you have to make sure it's accurate?
0:18:54 > 0:18:57We have a legal requirement to make sure it's accurate.
0:18:57 > 0:19:00So as consumers, we're relying on all parties doing
0:19:00 > 0:19:03the appropriate checks on our credit information.
0:19:03 > 0:19:05But we've seen that errors, like David's, can occur.
0:19:05 > 0:19:10When an error has been made, and you then rectify it, is there a footprint,
0:19:10 > 0:19:13a shadow left of the original problem?
0:19:13 > 0:19:16If they... It depends exactly what has actually been changed
0:19:16 > 0:19:19but in most cases where there is a change,
0:19:19 > 0:19:21for example in the status,
0:19:21 > 0:19:23so it may have been recorded that you missed a payment
0:19:23 > 0:19:27and in fact you didn't, it will be corrected back to the original item.
0:19:27 > 0:19:30Great. So if someone then applied for credit there would be
0:19:30 > 0:19:33no trace of the previous problem. That's a relief to hear.
0:19:33 > 0:19:37Let's talk about David Smith. What went wrong?
0:19:37 > 0:19:40Well, it's an unfortunate situation.
0:19:40 > 0:19:43We have a lot of sympathy with Mr Smith and there can be instances,
0:19:43 > 0:19:45for example, where you have a very close match
0:19:45 > 0:19:48between a Christian name and a surname,
0:19:48 > 0:19:50and the same date of birth,
0:19:50 > 0:19:53where, in fact, it might be that certain data
0:19:53 > 0:19:56inadvertently gets loaded to the wrong person.
0:19:56 > 0:20:00There are hundreds of David Smiths in Berkshire and Gloucester alone.
0:20:00 > 0:20:02So how did our David get mistaken by someone else
0:20:02 > 0:20:05when he could prove his address history?
0:20:05 > 0:20:06He's never owned a credit card.
0:20:06 > 0:20:11His date of birth didn't tally up with the person who had left this bad credit trail behind him.
0:20:11 > 0:20:14Why was the finger of blame ever pointed at David?
0:20:14 > 0:20:16It makes your system sound very flawed to me.
0:20:16 > 0:20:19I would need to explain a little bit about what happened, I think,
0:20:19 > 0:20:22in terms of what the debt collection agency company was doing.
0:20:22 > 0:20:26They will have used our systems to identify another
0:20:26 > 0:20:30Mr Smith of the same surname, same Christian name, same date...
0:20:30 > 0:20:33a similar date of birth, and they will have found...
0:20:33 > 0:20:37they would have found using our systems a Mr Smith in Gloucester.
0:20:37 > 0:20:41As Neil has said himself though, David's details should have
0:20:41 > 0:20:44been validated by all companies to make sure they were correct.
0:20:44 > 0:20:45And they weren't.
0:20:46 > 0:20:50I totally agree, we are required to make sure it's accurate.
0:20:50 > 0:20:53We would suggest that we did as much as we could do,
0:20:53 > 0:20:56obviously it didn't work right in Mr Smith's case.
0:20:56 > 0:20:58I'm not going to say we did get it right.
0:20:58 > 0:21:01What I want to know is, why after David has been assured
0:21:01 > 0:21:06his Equifax report has been corrected, he found yet more mistakes on it?
0:21:06 > 0:21:09What happened is he supplied that previous address to us.
0:21:09 > 0:21:11When he supplies that address to us,
0:21:11 > 0:21:15we create his file based on the addresses he give us.
0:21:15 > 0:21:17We did find that there was an error.
0:21:17 > 0:21:21Again there was a company which had supplied data about a Mr Smith
0:21:21 > 0:21:23to that address he used to live at.
0:21:23 > 0:21:25I appreciate that's two errors.
0:21:25 > 0:21:29Doesn't sound brilliant, but we've corrected that one as well.
0:21:29 > 0:21:32Right, so how do we know the same thing won't happen again
0:21:32 > 0:21:35to David or anyone else in a similar position?
0:21:35 > 0:21:38Well, we've taken action to correct...you know,
0:21:38 > 0:21:42to make sure there is now a comment on Mr Smith's file to say...
0:21:42 > 0:21:46anybody who's going there, is fully aware that Mr Smith lives there
0:21:46 > 0:21:48and his date of birth.
0:21:48 > 0:21:50As a result of all his inconvenience,
0:21:50 > 0:21:52what about some compensation for Mr Smith?
0:21:52 > 0:21:56- Well we, we are looking at that. - Can we discuss that now?
0:21:56 > 0:22:00I'd prefer not to. I'm very sorry for what's happened.
0:22:00 > 0:22:03As I say, hopefully the gesture we'll make to him,
0:22:03 > 0:22:06he'll be accepting of that.
0:22:06 > 0:22:08- Thanks for your time.- OK.
0:22:08 > 0:22:12Equifax have recognised a serious error occurred with David's file,
0:22:12 > 0:22:16and they appear to be working hard to minimise the risk of this
0:22:16 > 0:22:17sort of thing happening to him again.
0:22:17 > 0:22:21And, importantly, to other people as well.
0:22:21 > 0:22:23I've also heard back from the other CRA,
0:22:23 > 0:22:27Callcredit Information Group, who had also passed on information
0:22:27 > 0:22:30linking David to the Berkshire address.
0:22:30 > 0:22:34They said the address had been supplied to them in 2006
0:22:34 > 0:22:37by a legitimate data provider and it's since been removed.
0:22:37 > 0:22:40It's great news but David's not going to be satisfied
0:22:40 > 0:22:44until he knows that his credit history has been fixed.
0:22:46 > 0:22:50This case of mistaken identity has turned David's life upside down.
0:22:50 > 0:22:52Well, I'm back in Gloucester, and I've got some news for him.
0:22:57 > 0:23:00- Hiya, David.- Hello.- How're you doing?- All right, thank you.
0:23:00 > 0:23:02- Got some news for you. - Oh, jolly good.
0:23:02 > 0:23:04I think you'll like it.
0:23:04 > 0:23:07All right, David. It's been a little while now so,
0:23:07 > 0:23:09let me tell you, I've made plenty of phone calls,
0:23:09 > 0:23:13sent loads of emails, I've even met somebody and had a chat about the whole situation.
0:23:13 > 0:23:16Everybody is putting their hands up and saying, "Yes, this is a mistake,
0:23:16 > 0:23:21"it shouldn't have happened," and everybody is very sympathetic now.
0:23:21 > 0:23:24We've been in touch with the debt collection agency, Cabot Financial,
0:23:24 > 0:23:28and the CRAs Callcredit Information Group and Equifax.
0:23:28 > 0:23:29Quite rightly,
0:23:29 > 0:23:32all David ever wanted was for his credit rating to be put right.
0:23:34 > 0:23:37Your credit rating has now been restored...
0:23:37 > 0:23:39- Yes.- ..so it's now healthy.
0:23:39 > 0:23:41They've put a flag on your system now
0:23:41 > 0:23:44and they've told me that they will monitor that just in case
0:23:44 > 0:23:49debts come in again against your name which aren't yours.
0:23:49 > 0:23:54Cabot Financial sent me a letter explaining that in February 2012,
0:23:54 > 0:23:56after receiving David's address from Equifax,
0:23:56 > 0:24:00they inadvertently reported incorrect data to the CRAs.
0:24:00 > 0:24:03"In recognition of our shortcomings we are offering
0:24:03 > 0:24:06"you £250 in compensation.
0:24:06 > 0:24:10"I'll extend the offer of £250 to contribute to
0:24:10 > 0:24:14"a charity of your choice which we will pay on your behalf.
0:24:14 > 0:24:17"Finally, I would like to further offer my apologies..."
0:24:17 > 0:24:21Well, there's the apology. "..for any inconvenience our contact may have caused,
0:24:21 > 0:24:24"and we will further provide you reassurance
0:24:24 > 0:24:26"we have fully amended all relevant records
0:24:26 > 0:24:30"and no further contact will be made by us in relation to this matter."
0:24:30 > 0:24:33Apology, acceptance, acknowledgement -
0:24:33 > 0:24:35they say it's not going to happen again. £500.
0:24:35 > 0:24:38- £250 for you, £250 to a charity of your choice.- Charity, yeah.
0:24:38 > 0:24:42But we're not at the end yet because there's a letter from Equifax.
0:24:42 > 0:24:45Equifax apologised for inaccurately linking David to the wrong
0:24:45 > 0:24:49Mr Smith and confirm that no financial link will now show
0:24:49 > 0:24:53between our David and the other David Smith.
0:24:53 > 0:24:55"We appreciate the concern this matter has caused and would
0:24:55 > 0:25:01"like to offer you £250 as a gesture of goodwill in recognition of this."
0:25:01 > 0:25:06They've also offered David a year's free subscription to check his credit report.
0:25:06 > 0:25:09So in total, across the two companies,
0:25:09 > 0:25:14that's £500 in David's pocket and £250 for a charity of his choice.
0:25:14 > 0:25:19- Are you happy?- Yes, I'm a lot happier than I was a couple of months ago.
0:25:19 > 0:25:22- What difference is this going to make to you now? - Well, it's all good.
0:25:22 > 0:25:25I can borrow money now, I can put my name on the mortgage
0:25:25 > 0:25:29so my wife isn't solely responsible for the mortgage, so...
0:25:29 > 0:25:31Yeah, it's going to make life a lot easier.
0:25:31 > 0:25:34And it's down to you guys, it's brilliant. Thank you very much.
0:25:34 > 0:25:35It's down to you, Dom.
0:25:35 > 0:25:39We asked Cabot Financial for a comment on this case and they say...
0:25:57 > 0:26:00Callcredit Information Group also commented...
0:26:29 > 0:26:32Yeah, it's been eight years of coming and going
0:26:32 > 0:26:34and it's just never really gone away.
0:26:34 > 0:26:36It's always been there or hanging over me.
0:26:36 > 0:26:39And so now that I've been compensated
0:26:39 > 0:26:42and my name's been cleared, it's just all good.
0:26:42 > 0:26:44It's just all good.
0:26:44 > 0:26:46Tell you what, that is
0:26:46 > 0:26:48an eight-year problem that's finally been put to rest.
0:26:48 > 0:26:51Now David is over the moon. I'm chuffed to bits.
0:26:51 > 0:26:55But there's also a little animal rescue farm just outside of Gloucester
0:26:55 > 0:26:57who's going to benefit to the £250.
0:26:57 > 0:26:59Kerching.