Disappointed by Lack of Flexibility During Financial HardshipI joined Wollit in June 2023 to build my credit and made 23 on-time payments, which helped my score. However, in August 2025, I missed one payment due to severe cost-of-living pressures (rising bills and reduced income), forcing me to cancel direct debits to cover essentials. Wollit reported this to Experian, Equifax, and TransUnion, impacting my credit file.I contacted support to explain my situation and request a goodwill removal, given my strong payment history and the one-off nature of the miss. Their response on September 18, 2025 was polite but unhelpful, stating they couldn’t remove the mark or allow payment as the account was closed. This felt inflexible, especially for a service meant to support credit-building during tough times. The mark could affect my [e.g., mortgage application] for up to 6 years.While Wollit’s app and reporting were useful, I’m disappointed they didn’t consider my circumstances. A goodwill gesture or hardship policy could’ve made a difference. I hope they adopt more customer-focused practices for others in similar situations.Nico K
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