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A credit card he never availed. Years on his report. Gone — with the score to prove it.
By Michelle Juanita, Kenstone Credit.
Background
Mr. Jagadeesh from Shimoga, Karnataka approached us about a credit card account under Integro reflecting on his report with an overdue amount and multiple DPD entries. He was certain he had never availed a credit card from Integro. Yet the account had appeared on his report for years, and when he applied for a loan, the application was rejected because of this single account.
Before approaching us, he had contacted customer support repeatedly and was told only that the account had originally belonged to State Bank of India. The SBI Credit Card Department assured him the issue would be investigated. Despite the assurances, the account stayed on his report.
Understanding the issue
Reviewing his report, I found the disputed account had been transferred from State Bank of India to Integro. Since the client disputed ownership, I raised a formal complaint with SBI requesting verification of the account details, and asked that, if the account did not belong to the client, SBI coordinate with Integro to remove it from his credit reports.
SBI responded that there were records relating to a credit card dating back to 2002. Given the dispute, they agreed to investigate further. At the same time, I raised a complaint with Integro, requesting ownership verification and coordination with SBI.
Resolution
After completing their investigation, Integro confirmed they had verified the matter with State Bank of India, and SBI confirmed the disputed account had been reported incorrectly. Integro immediately removed the incorrect account. The overdue amount, the DPD history, and the account itself were deleted from the bureau records.
The result
Why this case matters
An account that isn't yours can sit on your report for years while individual follow-ups go in circles, because no single support desk owns the problem. What moved this case was raising formal complaints with both institutions at once, so the transferor and the transferee had to verify with each other. Once they did, the error was confirmed and the deletion was immediate. Years of wrongful reporting ended with the client's score rising from approximately 715 to 783.
Published with the client's written consent.
1:40
Full video transcript
Hi, my name is Jagadish, and I am from Shivamogga. I recently applied for a personal loan, but it was rejected due to an incorrect outstanding credit card amount linked to my CIBIL account. I was very worried. Fortunately, I came across Kenstone Capital. I contacted Ms. Rabia and explained my situation. She listened to me very patiently and gave me hope that the issue could be resolved; she then assigned the case to Ms. Michelle, an executive at Kenstone Capital. Ms. Michelle was extremely supportive and responsive. Under her guidance, my CIBIL issue was cleared, and my CIBIL report is now accurate. The matter was resolved quickly, within just ten days. I am truly grateful to Ms. Rabia and Ms. Michelle. A special thanks to Ms. Michelle, who remained very patient throughout the entire process. I rate them five out of five. Thank you, Kenstone Capital; thank you, Ms. Rabia and Ms. Michelle.
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