I used Wollit as a credit-building service. When my circumstances changed, I contacted Wollit to ask whether my subscription could be paused. I was told that pausing was not an option and that cancellation was the only option available. I was not informed that cancelling would result in the account being reported as partially settled.After cancelling, my credit file showed the account as partially settled with an outstanding balance, despite all payments being up to date at the time of cancellation. Wollit confirmed in writing that my payments were up to date.I then reviewed Wollit’s own Terms and Conditions that were in place at the time. These stated that pausing a subscription was possible and that where payments were up to date, the account would be reported as settled. When I raised this with Wollit, they initially stated that pausing was not offered and that the reporting was correct.After further correspondence, Wollit later acknowledged that the wording I relied on did exist in their Terms and Conditions and stated that the terms were being updated to remove this wording. Despite this, they maintained that the account would remain reported as partially settled.The issue was only resolved after I raised formal disputes with the credit reference agencies. Following those investigations, the account was corrected and now shows as settled with a £0 balance across all agencies.While I am pleased the credit file is now accurate, the situation required unnecessary escalation, and the information provided to me at the time did not align with Wollit’s published terms. For a service designed to help improve credit records, this experience significantly affected my confidence in the product.
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