AIBU to be annoyed about this issue with my mortgage payment and credit file?

[hipflasker]

Hi,
We pay our mortgage by direct debit each month. Never missed a payment in 19 years. Last month on 30th December I noticed that there wasn't enough money in our account to cover the payment. Our annual car insurance had come out and I had forgotten. This meant that there wasn't enough money in the account for the mortgage payment and it was reversed.

I contacted the bank immediately via their webchat facility and apologised. I have another account with them with money in it. The member of staff transferred the money from this account to my mortgage account so that the payment was made. The member of staff told that as the payment had been received on the due date there would be no issue, but that I might just receive a few automated messages as the system sends these out automatically.

I asked if there would be any adverse impact on my credit file and I was told that this was very unlikely as I had paid on the day the mortgage payment was due. The member of staff also said that if this did happen it would be reversed as I had paid on time.

A week later I was still getting alerts telling me we were in arrears. I called the bank and they apologised. They confirmed that there were no arrears and that they had raised a request for this to all be sorted. I was given £25 as an apology.
This morning we both had alerts from our Credit file app telling is that a late mortgage payment has been logged on our credit files. I am so angry about this. I have called and the lady at the bank has apologised and told me that this shouldn't have happened.

Apparently someone at the bank raised the request for anything adverse to be removed from our credit files on 7th January. The lady explained that she could not understand why this had not been done. She put me on hold whilst she spoke to the relevant team. She returned to tell me that she had contacted the relevant team and they would action this on Monday, but that it could take 8 weeks to sort out. I don't get this. It took them 20 days to log the ( incorrect) late payment, but it'll take 8 weeks to remove it?
I feel like this is a piss take! AIBU?

Are you planning on making any financial application in the next 90 days? It will all be sorted out. Contact trans union to see if you can flag the incorrect missed payment.

Could you not have just moved the amount from your other account to your mortgage account yourself? Seems strange the bank employee was moving money around your account.

They've probably logged a complaint which takes up to 8 weeks to resolve.

I can tell you how it likely happened.

On the DD date the DD was attempted and reversed. Whilst this is instant on your current account, the reversal isn't instant on a loan or mortgage in many cases. So your mortgage briefly considered itself paid by DD on the due date. You then made a manual payment on the due date which the mortgage absorbed as an overpayment. The following day the reversal went through on the mortgage, and this reversal is what pushed you into arrears.

It's an administrative fuck up due to poor systems, that the front line staff have probably never seen before.

If you speak to someone again specifically ask them for the arrears balance on your mortgage - I bet it's still there.

Yes I could but I wanted to contact them first to make sure that this was what needed to be done

Hi, apparently the arrears balance has been removed now - it's just the credit file thing!

They definitely said that it will take up to 8 weeks before any changes are reflected on our reports. I am going to call again tomorrow to challenge that.

Another thing....

It's a joint mortgage. I assume that when they make the amendment it will update both of our credit files and we won't need to make a separate complaint? Like it won't up date on my credit file but not on dh's??