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Defaulted Vodafone account on my credit file

marekk
2: Seeker
2: Seeker

Hi,

 

I have recently applied for a mortgage and to my surprise the application was declined. Reason - credit check fail. The thing is that I have never missed a payment on anything and so my financial adviser told me to get my credit report from experian and find out what is causing the issue. What I discovered is that Vodafone recorded a default on my account that I believed has been closed in November 2012 (the default is for huge £14). The contract has run out at that time and so I contacted Vodafone and told them to close the account and that I'll be moving my number to O2 and so I did. As far as I was concerned my Vodafone account was settled. Vodafone never contacted my about the £14. If they did I would have paid it. Even if the payment was to be one month late it would not damage my credit profile. Is it even legal to default my account without some sort of communication to let me know? 

Straight after I got my credit report I called Vodafone and paid the £14 over the phone. (the account will soon show as settled but the default will stay) I asked them if I can get the default removed from my credit file and they couldn't tell me so they asked me to wait and that they will be in touch within 5 days. Yeah right... I called them again after 5 days and asked them to remove the default. I was told that it cannot be done because I did not pay my bill for 10 months. I was furious after the phone call. How can I pay for a bill that I dont know even existed?

 

I would really appriciate some help with this matter. I know that some people have been successful with getting the default removed.

 

 

459 REPLIES 459

drey_p
16: Advanced member
16: Advanced member

@elenabivol wrote:

Hi 

please help me with some advices how to remove default from vodafone from my credit file the account is been cancelled one year ago and it is been settled


Hi there

 

If you owed the money, a default will remain on your credit file for 6 years.  It doesn't get removed when you pay the debt, it changes the status to settled. 

 

Vodafone have the obligation to report any late payments on your credit file so that other creditors are aware of your payment history.

PWIAC

Hi, I have the same problem as the other people there ,I am contacting Vodafone almost everyday and I have different information from different people,Vodafone recorded a default on my credit file in December last year and I found it just now, not informed about this the account was cancelled,I received an emai that it will be updated as satisfy but not remove and it will stay for 6 years .Please help me as I do not find it right not been informed about default .

drey_p
16: Advanced member
16: Advanced member

If you cancel an account, it is your responsiblity to check with the company to find out if you owe any money to them and settle it in order to prevent a default on your credit file.

 

Have you changed your address at all? 

 

As you will see from my previous post, if you legitimately owed the money, then Vodafone need to report the default.  If you have paid the outstanding amount, it will show that the debt has been settled but it will remain there for 6 years.

 

PWIAC

Hi,

 

I have very recently become aware of a over 4 year old defaulted account with Vodafone for £44 as I was applying for a mortgage.  Immediately I contacted you and paid for the balance, however you still have not update my records to display the account as settled!  it has been well over 3 weeks since I paid the balance so please let me know how to update the records.

 

Best Regards,

 

Fernando

kids
Community Champion (Retired)
Community Champion (Retired)

Only Collections on 191 can authorise the removal of a marker on your credit file.

 

Once that has been authorised to the relevant credit reference agencies it can take up to 90 days for the removal to be actioned and the file marked as settled.

 

Although paid the debt will still appear as a settled account for up to six years on your credit file.

Same issue.

Trying to get mortgage. Vodafone has screwed that up...

 

- Told on 20th of March account was complete and up to date

- Seen Vodafone on WATCHDOG in June - Called up. Told was balance outstanding but could see was there issue. Would be cleared and email sent to Credit Report Department to Fix

- Webchat on 28th of June also - call record allegedly lost
- August got an email from Debt Collection agency
- Called again on 2nd of December. Had to make a payment. Twice told was there error.
Promised a call back from Manager to confirm credit file had been fixed due to Vodafone error

> Call Handler Huda MOD EDIT: This post has been edited to remove personal information content please see Community Guidelines]
> Billing Department - Eygpt

> Call Request - MOD EDIT: This post has been edited to remove personal information content please see Community Guidelines]
> Manager Name who promised call back - MOD EDIT: This post has been edited to remove personal information content please see Community Guidelines]
NO CALL BACK EVER PROVIDED

Spent another hour today in Vodafone store.
Still no help.

Today I have a Default now on Credit File. When should have been marked as Closed in March.
All as per WATCHDOG outlined in episode. 

Also Ex Vodafone Employee. Now I CANNOT GET MORTGAGE.

SHAMEFUL. NEED FIXING TODAY
 

Gemma
Community Manager
Community Manager

@braduk2k - I’m disappointed to hear what’s happened and the experience you’re having.

One of the credit specialists in my team can help to look into this. Please send us your details by following the instructions in this private message.

Hello Gemma

 

I too have just had a mortgage declined due to Vodafone leaving a default on my account.

Aroud 2015 I had a dispute about my bill and was promised it would be looked in to, of course it wasn't and as time went on no reply ever came back from Vodafone and no letters, but they went ahead and stuck a default on my account. I had to settle it in 2016, and now in 2017 applying for a mortgage it is showing as settled but still showing as a default.

I think this is a disgrace given that Vodafone were fine for their poor customer service and ability to handle customer complaints like main appropriately during 2015. I want Vodafone to remove my default immediately, please send me a private message with contact details so I can ring you.

Thanks

Gemma
Community Manager
Community Manager

@lfcgeorge - I'm sorry to hear what's happened.

I’ve sent you a private message with steps on how to send us your details.

One of our credit specialists will then contact you and help further.

Hello Gemma

 

I followed the steps yesterday and got an email from eforum.web saying they received my email. Is this correct?

Will someone phone me then? Or is there a number I can call? I am in desperate need to have this resolved so would really appreciate if you can help get the ball rolling.

Thanks