You are here:

Pay monthly account specific discussion & device unlocking

Ask a question:
Reply
Rank 1: Guest
Posts: 2
Registered: ‎03-05-2016

Re: Defaulted Vodafone account on my credit file

Having a similar issue to all of you, however the circumstances are slightly different.

 

I have found Vodafone have registered a delinquent debt on my credit file pertaining a series of incorrect charges on an account I had previously closed. This is impacting my otherwise impeccable credit.  I never miss a payment and would never fail to pay a correct bill.  

 

I initially closed the account by notifying Customer Services on the phone, as described in Customer Service guidance on cancellation, because the initial service promised was never provided.  There were many lengthy and undoubtedly recorded calls with customer service operatives attempting initially to obtain a refund of the services not provided as promised and further upon utter frustration with the lack of progress to cancel the contract.  In various instances they could not identify my account on their two incompatible systems despite having details of phone numbers, account numbers and direct debit mandate numbers.  When I finally was able to speak to someone who agreed they could cancel my account, I was very clear that I was cancelling because the initial services agreed were not delivered and that as in any situation where a direct debit is in place I would not cancel the DD until the next payment was taken.  There was no suggestion of an early exit fee and the operative did not raise any obstacles to my cancellation other than generally trying to dissuade me.  After this finally "successful" cancellation, I sent a letter to Vodafone requesting a refund for the amounts paid for services not rendered.  I did not receive a response.

 

Fast forward two months and I received a notice saying I had unpaid amounts on my account.  I attempted to contact customer services to rectify this error but after having overcome hurdle of an incorrectly supplied telephone number on the Vodafone letter, I then spent cumulative hours on hold in various bouts trying to speak with anyone who agreed they could identify my account and help me but again no further forward.  I received on final letter at four months saying the account was terminated due to non-payment.  

 

I have subsequently had two debt collection agencies try to pursue me for the monies outstanding, both of which I provided with information regarding the account, the cancellation and all of the above, and both of which decided they had no grounds to pursue me further.  However, Vodafone have had no qualms in leaving this "delinquent debt" on my credit file. 

 

As I followed the cancellation procedure outlined in the guidance on the website which I was regularly referred to by customer services staff when dodging really trying to help me, and my cancellation instruction was received without refusal on the phone, this failure to fulfil Vodafone's own obligations is tantamount to harassment.  

 

I am posting this on the forum with the hope that a truly Customer Services focused member of staff will take the opportunity to prove me wrong in belieiving that all Vodafone CS operatives are incompetent or worse willingly deceitful, however to further attempt to resolve this I have also written to my MP and am preparing to write to the communications ombudsman.  

 

I will update when any progress made.  Reading from others accounts I feel Vodafone are using their big corporation status to hold people to ransom with terrible and often legally questionable customer services policies and they ought to be held to account.

 

J

Message 141 of 313 (15,771 Views)
Rank 50: Grand Master
Posts: 22,711
Registered: ‎13-10-2009

Re: Defaulted Vodafone account on my credit file

Hi there winchesterj

 

Hopefully a member of the eForum Team will get in touch with you as they have with other posters in this thread.

 

Please tread carefully with this issue you're having.  If the debt has been handed over to debt collectors, it is probably going to have some form of impact on your credit file to.

 

I'd strongly recommend that you keep an eye on your credit file for any defaults or late payments.  If these do crop up and have been placed there in error, Vodafone will have to remove them.

Has my post helped you? If so please click the Thumbs Up button! Smiley Wink

Message 142 of 313 (15,756 Views)
Posts: 406
Topics: 2
Thanks: 81
Solutions: 7
Registered: ‎21-01-2016

Re: Defaulted Vodafone account on my credit file

@winchesterjr - I've sent you a private message with details on how to get in touch.

 

For anyone else with the same issue, try the steps listed here and if you’re still affected, contact customer service.

Message 143 of 313 (15,706 Views)
Rank 1: Guest
Posts: 4
Registered: ‎23-04-2016

Re: Defaulted Vodafone account on my credit file

Hi again,

This is my third post here and still haven't heard back from Vodafone re my problem. I agree with @winchesterjr the customer service had no idea what is happening in Vodafone. I called Vodafone few time asked to speak someone in collection or credit file team and every time I heard different excuses not to put my call through. Only once I was able to online chat with them and that was when the outstanding amount. I did ask them to send me the e-mails that they claim had been sent to me re late payments and I have been advices I'll be in receipt of them within 48 hours max. It has been 7 days and no e-mail as yet. It makes me wonder if Vodafone ever attempted to contact me at all?!
What is the achievement for Vodafone after they have ruined their customers credit file and trust of them as result.
Message 144 of 313 (15,621 Views)
Rank 1: Guest
Posts: 2
Registered: ‎03-05-2016

Re: Defaulted Vodafone account on my credit file

A brief update on my situation, particularly of interest to anyone who's had similar issues and is unsure about posting.  Having aired the problem on this forum, the account error has been recognised and swiftly rectified.  Now waiting to check that the note on the credit file has been removed but I have been promised it will be.

 

A note particularly for Vodafone; if issues such as this can be rectified so easily once posted on this forum, why on earth is the standard customer service offering not of a higher standard?  Bearing in mind the recent news regarding record complaints about customer services, the company needs to take a long hard look at this.

 

J

Message 145 of 313 (15,500 Views)
Rank 1: Guest
Posts: 2
Registered: ‎18-05-2016

Re: Defaulted Vodafone account on my credit file

I have the same problem. Can I also get the magic private inbox message to solve my credit woes? Such an unfair situation to put your customers in, Vodafone!

Message 146 of 313 (14,642 Views)
Rank 1: Guest
Posts: 2
Registered: ‎18-05-2016

Re: Defaulted Vodafone account on my credit file

Same here! Help! Can't get a mortgage because of Vodafone!!

Message 147 of 313 (14,579 Views)
Rank 1: Guest
Posts: 1
Registered: ‎26-01-2016

Re: Defaulted Vodafone account on my credit file

[ Edited ]

I'm very concerned that Vodafone will have done a similar thing to me. I cancelled back in December at the end of my contract, did everything by the book and was told I didn't have to pay anything, so I thought that was the end of that! Since then I've been getting chased with a bill for £161. I phoned back in Feb or so to query this and they told me it was a mistake and not to worry, so I didn't. Cut to now and I receive an email saying my £161 debt has been passed on. I phoned again today and was told that yes the £161 is an error and I now owe £39. Well I'm not happy to pay this either after being told I didn't owe anything, these numbers are being plucking from thin air! I was a customer for over 8 years and never missed a bill, can't we just end this nicely? After reading up on this, I'm now concerned that my credit rating may have been affected. Can someone shine some light on this please?

Message 148 of 313 (14,547 Views)
Community Champion (Retired)
Posts: 6,988
Registered: ‎09-05-2010

Re: Defaulted Vodafone account on my credit file

 

You will need to call the Credit File Support Team  either on 191 or from a landline on 03333 040 191.  Or you can wait for a member of Vodafone staff to pick up your post.

If you no longer have a Vodafone number ignore the prompts asking for your number and on the 3rd or 4th prompts you should be connected to a human being.

 

If there was a default or late payment then the entry on your credit file is accurate and will remain there for six years from the date is was entered although it will be marked as ‘settled’ once paid.

 

If the entry was an error by Vodafone then the Credit file Support Team  can ask the credit agency to remove it.

 

While you are sorting this out with Vodafone you can put a Notice of Correction of your credit file and this will be seen by anyone searching you credit history. In the Notice you can give your reasons as to why you are disputing the entry. Once you have submitted the notice your credit file will be updated usually within 28 days and the Notice will be shared with other credit agencies so all your credit records are updated.

 

  1. What is a Notice of Correction?

A Notice of Correction is a short explanatory note (up to 200 words) you can add to an entry on your credit report to explain the background to that information for example, the reason for a late payment. Anyone searching your credit report in the future will see the Notice and they must take account of it when you apply for credit. (This might slow down your application)

  1. How do I leave a Notice of Correction?

Simply send a letter to the Credit Reference Agency with the wording you would like to add to your file and your full name and address. Please remember to sign your letter.

Please remember that the Notice of Correction can't be more than 200 words long, defamatory, libellous, incorrect or frivolous. The note will remain on your Credit file until you ask us to remove it.

Message 149 of 313 (14,541 Views)
Rank 1: Guest
Posts: 2
Registered: ‎25-05-2016

Re: Defaulted Vodafone account on my credit file

 Hi all , i'm new to the whole forum thing so please bare with me !

 

I have exactly the same problem and was going to give up until I found this forum and this thread ! I have hope again !!!!

 

The best way for me to describe what is happening to me is to attach the letter that I sent to the Customer Services Manager after many attempts to get the matter cleared up failed. The letter I recieved back from them has also got me no closer to a resolution.

 

Any advice would be greatly appreciated. Thanks

Message 150 of 313 (14,333 Views)
Community Champion (Retired)
Posts: 6,988
Registered: ‎09-05-2010

Re: Defaulted Vodafone account on my credit file

There have been a few cases where Direct Debits has failed as the bank details have become detached from the account.

 

One of the vodafone staff will be able to assist you when they see your post, in the interim this may help:

 

If there was a default or late payment then the entry on your credit file is accurate and will remain there for six years from the date is was entered although it will be marked as ‘settled’ once paid.

 

If the entry was an error by Vodafone then the Credit file Support Team  can ask the credit agency to remove it.

 

While you are sorting this out with Vodafone you can put a Notice of Correction of your credit file and this will be seen by anyone searching you credit history. In the Notice you can give your reasons as to why you are disputing the entry. Once you have submitted the notice your credit file will be updated usually within 28 days and the Notice will be shared with other credit agencies so all your credit records are updated.

 

  1. What is a Notice of Correction?

A Notice of Correction is a short explanatory note (up to 200 words) you can add to an entry on your credit report to explain the background to that information for example, the reason for a late payment. Anyone searching your credit report in the future will see the Notice and they must take account of it when you apply for credit. (This might slow down your application)

  1. How do I leave a Notice of Correction?

Simply send a letter to the Credit Reference Agency with the wording you would like to add to your file and your full name and address. Please remember to sign your letter.

Please remember that the Notice of Correction can't be more than 200 words long, defamatory, libellous, incorrect or frivolous. The note will remain on your Credit file until you ask for it to be removed.

 

Message 151 of 313 (14,334 Views)
Rank 1: Guest
Posts: 2
Registered: ‎25-05-2016

Re: Defaulted Vodafone account on my credit file

Hi Kids,  thanks for your quick responce and advice.

I have a bit more to add now i've figured out how to post.

 

In the letter I received back from the Customer Services Manager I was told that my account was now in the hand of "Fredricksons" and that I owed £33.99 for a service I have not used !!!!! I contacted them and was told that they have no record of my account being handed to them so I rang VF again  and was told it was with another credit service company. Rang them and they had no record of my account . I then rang Argent, guess what no record there either. I really get the feeling that the right hand doesnt know what the left is doing.

 

Its not the £33.99 ( for a service I have not used ) that bothers me its the fact that VF are unwilling to admit their mistakes and put things right.

 

It would be nice to get some kind of resolution from the posts on the forum rather than having to go to the ombudsman. Fingers crossed !! :-)

Message 152 of 313 (14,319 Views)
Rank 1: Guest
Posts: 1
Registered: ‎04-06-2016

Re: Defaulted Vodafone account on my credit file

I have had a similar issue can you please advise me. My mortgage was declined due to Vodafone. I have a default saying I missed 3 payments at the start of my new contract how ever I contacted my bank and they said at no point in those months did Vodafone attempt to take money from my account. I had been paying Vodafone for 6 years with the same account before this happened and the statements prove I had more than enough money to cover the DD instead they charged me 3 months later for the 3 months gone? Is this my fault and will it get removed?
Message 153 of 313 (14,056 Views)
Community Champion (Retired)
Posts: 6,988
Registered: ‎09-05-2010

Re: Defaulted Vodafone account on my credit file

@Knox84

 

You will need to call the Credit File Support Team  either on 191 or from a landline on 03333 040 191. 

 

If there was a default or late payment then the entry on your credit file is accurate and will remain there for six years from the date is was entered although it will be marked as ‘settled’ once paid.

 

If the entry was an error by Vodafone then the Credit file Support Team  can ask the credit agency to remove it.

 

While you are sorting this out with Vodafone you can put a Notice of Correction of your credit file and this will be seen by anyone searching you credit history. In the Notice you can give your reasons as to why you are disputing the entry. Once you have submitted the notice your credit file will be updated usually within 28 days and the Notice will be shared with other credit agencies so all your credit records are updated.

 

  1. What is a Notice of Correction?

A Notice of Correction is a short explanatory note (up to 200 words) you can add to an entry on your credit report to explain the background to that information for example, the reason for a late payment. Anyone searching your credit report in the future will see the Notice and they must take account of it when you apply for credit. (This might slow down your application)

  1. How do I leave a Notice of Correction?

Simply send a letter to the Credit Reference Agency with the wording you would like to add to your file and your full name and address. Please remember to sign your letter.

Please remember that the Notice of Correction can't be more than 200 words long, defamatory, libellous, incorrect or frivolous. The note will remain on your Credit file until you ask for it to be removed.

Message 154 of 313 (14,048 Views)
Rank 1: Guest
Posts: 1
Registered: ‎06-06-2016

Re: Defaulted Vodafone account on my credit file

Hi,

 

I seem to be having a similar issue.

 

I have a Vodafone account visible on my credit report which shows payments haven't been made since December.

 

I had registered for a new contract with Vodafone in December as a new customer, but Vodafone weren't able to port my number over from my old contract. I had the new contract cancelled within 14 days and have confirmation from the supplier (mobiles.co.uk) that Vodafone had officially cancelled the account.

 

Now I've had my first mortgage application declined, which will end up costing me several hundred pounds.

 

I contacted Customer Service via 191, and they've told me to call back tomorrow. 

 

What can I do to get this resolved ASAP? My purchase of a property may fall through if this takes much longer.

 

 

Message 155 of 313 (13,978 Views)
Rank 1: Guest
Posts: 1
Registered: ‎10-06-2016

Re: Defaulted Vodafone account on my credit file

[ Edited ]

Hi,

 

I'm also facing similar issues. I've just found our dream house to which we made an offer on. We then applied for a mortgage for it to be declined because of a "flag" on my credit file for Vodafone. I have no idea what this is and I haven't been a Vodafone customer for over 2 years.

 

So I found this thread on Google and spent about 45 minutes on the "Credit line" number I found in this thread. Eventually they told me they couldn't locate my account (I don't have an account?) on any system and advised I go in to store as they can help. So I leave work early and spend about 30 minutes in store to be told they can't help me either. They advised me to write a letter. I don't know why this will make a differance, hence why I'm here.

 

Can anyone from Vodafone help me? I'm extremely distressed.

 

Thanks, Clare.

Message 156 of 313 (13,733 Views)
Community Champion (Retired)
Posts: 6,988
Registered: ‎09-05-2010

Re: Defaulted Vodafone account on my credit file

[ Edited ]

It is only the Credit File Support Team that can sort this out for you but while you are waiting you should put a Notice of Correction on your credit file so that lenders can see your explanation as to why the flag is appearing.

 

When you closed your Vodafone account did you receive a final bill showing a £0.00 balance and a "Sorry you are leaving us" letter? Until you have those two item you cannot be certain that there are not some charges outstanding and if you cancelled your Direct Debit assuming all was clear and Vodafone were unable to collectct the money they would have put a default marker on your credit file.

 

  1. What is a Notice of Correction?

A Notice of Correction is a short explanatory note (up to 200 words) you can add to an entry on your credit report to explain the background to that information for example, the reason for a late payment. Anyone searching your credit report in the future will see the Notice and they must take account of it when you apply for credit. (This might slow down your application)

  1. How do I leave a Notice of Correction?

Simply send a letter to the Credit Reference Agency with the wording you would like to add to your file and your full name and address. Please remember to sign your letter.

Please remember that the Notice of Correction can't be more than 200 words long, defamatory, libellous, incorrect or frivolous. The note will remain on your Credit file until you ask for it to be removed

Message 157 of 313 (13,728 Views)
Rank 1: Guest
Posts: 2
Registered: ‎16-06-2016

Re: Defaulted Vodafone account on my credit file

Hi Guys

 

I've been through a lot of the replies here which have been helpful.  I'm in a similar position.  

 

Firstly, last September (2015) I moved networks across to EE from Vodafone.  I made my final payment on my account, left the DD open and then cancelled it six weeks later.  Roughly three months later I got a phone call from debt collectors claiming I owed Vodafone £30 for a final bill which is overdue from September.  I called Vodafone, who apologised profusely and said there was a mistake and they hadn't shut my account down, this was the fault of the operator I spoke to at the time.  They then texted me and said sorry again and that my account had been credited and the credit default removed.  

 

Fast forward to two weeks ago I tried to open a credit card account and was denied as I had a bad credit history, which couldn't be the case.  I check Equifax and sure enough, Vodafone have continued to bill me from September 2015 and I'm seriously in default.  So I telephoned Vodafone again, whom again apologised profusely and assured me this would be taken care of in seven days.  It's now been nine days, and I still have a bad credit history because of this mistake.  

 

I am pretty furious with this and I'm wasting time phoning Vodafone again and again for a mistake they made last year.  I am unable to achieve finance on anything.  

 

Is this something for the Financial Ombudsman?  As nobody at Vodafone is doing anything to rectify this.  

 

Any help would be greatly appreciated. 

 

Swerve

Message 158 of 313 (13,410 Views)
Community Champion (Retired)
Posts: 6,988
Registered: ‎09-05-2010

Re: Defaulted Vodafone account on my credit file

@Swerve550 The first thing to do is to get a Notice of Correction on your Equifax file so that anyone looking at you file can see your reason the default is there.

 

One of the Vodafone team that monitor these boards will see you post and be able to advise you the best way to proceed with getting the default marker removed if it proves to be a Vodafone error.

Message 159 of 313 (13,404 Views)
Rank 1: Guest
Posts: 2
Registered: ‎16-06-2016

Re: Defaulted Vodafone account on my credit file

 

Thanks for the advice @kids but a notice of correction won't clean my credit file entirely.  I'll continue calling Vodafone, whom have yet to do anything useful.  

 

I'll also have to take to Twitter to publicly make people realise Vodafone do this.  The customer service level is shocking as I have been told time and time again it is their fault and they will fix it, they have also promised call backs which haven't happened.  

 

Pretty bad stuff from Vodafone when changing networks should be seemless.

 

Swerve 

Message 160 of 313 (13,342 Views)
Got a question?

Get help and technical support on Vodafone's devices, products and services from our online community

If your question relates directly to your account or mobile number please contact our customer services team.

My Vodafone

Stay in control of your spending and manage your account online.

Log in

Register for My Vodafone