Missed payments recorded -unfairly

[Blushingm]

I have a catalogue style account and due to some family issues I forgot to pay it (my brother commuted suicide out of. Te blue so I was not paying attention to bills as I should - I genuinely forgot about it)

I went on their website and set up a continuous debit card payment so I didn't forget.

I noticed on my credit file 2 missed payments. I contacted them and they said I didn't have a payment arrangement. I said 'but I set up a continuous payment via your website and you've collected the payments'. Their reply was that a continuous payment is not a payment arrangement

I disagree. I think it's reasonable to assume if you've set up, via their site, a regular payment that you have a payment arrangement. Because of this I have 2 extra missed payments on my credit file which obviously looks really bad.

Any idea what I can do as I genuinely don't feel it's my fault

It would have been better to contact them first and explain the situation. They likely would have made an arrangement with you and not recorded the missed payments.

Did you make up the missed payments separately (by a payment arrangement), or just set up the payment for that date onwards?

I think it would be a good idea to take a breath, call them again, apologise for missing the payments and explain the extenuating circumstances.

Hopefully if you acknowledge to them that you likely did not make up the missed payments correctly, they will be able to help you further.

Condolences.