Default registered on credit record following complaint resolution

[Teapot69]

I hope someone can help, we are at the end of our tether and we are going round in circles and no one at Vodaphone is willing to take ownership and resolve this matter.  We just do not know what to do and our health is becoming affected with the worry and stress.

In November 2016 we applied for a credit card only to find this was refused due to an adverse credit report.  We obtained our Experien file to see that Vodaphone had registered a default against my husband in  Sept 2011 relating to an amount of 109.00.  This was following a complaint made in 2011 over a faulty notebook.  As far as we were concerned our complaint was resolved and we heard nothing further.  We were not aware that any money was outstanding as we had not received correspondence to say so.  My husband and I recall receiving a letter saying the matter had been resolved and to be honest on the basis that we thought it had been resolved we must have thrown that letter away afterall it was resolved or so we thought it was.  Little did we know.  We only became aware of the default last November when we applied for a new credit card.  Since then we have written and telephoned Vodaphone frequently to complain and no one seems able to follow through to help us and explain why even after the complaint was resolved that they entered a default.   All we ever got on the phone was you need to pay and to be honest we just felt the simplest thing to do as we did not want to go through all the complaining again and so on the basis that "Harry" at Vodaphone said if we paid they would remove the default.  We did so only to now find that the default still remains as a default but satisfied.  We never owed this money in the first place and now we cannot obtain any credit.

Our current lender ( a very tiny old fashioned building society) is alarmed at the way we have been treated and how much this has upset us.  We have also now been told that had we of not paid the default would have been removed anyway as it had been there for more than 6 six years and that by us paying the money the six years has now started again so we shall have this on our file for another 6 years.  Is this true?  What can we do?   I'm sorry to moan but our lives are very difficult, we have two children with special needs and this had caused so much worry we do not know which way to turn.    We have tried complaining to Vodaphone and the Ombudsman say they can only look into this once we have a letter from Vodaphone sayin they have completed their complaint process.

[BandOfBrothers]

Hi @Teapot69

I appreciate and understand how damaging a default and or marker can be and the difficulty in having one removed from a Credit File.

It would have been beneficial to retain the letter sent to you by Vodafone to add support to what you were advised. 

I advise people to check their Credit File after situations like this occur just to ensure nothing has been reported on it that shouldn't have. 

It's always important to speak with Customer service first to clear up why this has happened before the Vodafone Credit File Support Team can help.

I appreciate you have been down this Avenue and appears from what you write the Default is going to remain in place for the standard length of time which is indeed 6 years.

Has the Credit File Support Team looked at your case ?

Below in Bold is a help guide I have written which explains how to contact Vodafone and which department to ask your case to be referred to - i.e 'Vodafone Credit File Support Team' - and how to add a 'Notice of Correction' via Experian.

It is Free to add the Notice of Correction.

This gives you the tools to add your own notes up to 200 words on your Credit File to explain why the Default is showing.

It would only be worth adding this if you think the default is wrong and shouldn't have been applied. 

Please take into consideration that a Default will only be removed if it was reported on your Credit File incorrectly.

To Add if a person has spoken to a member of the Credit File Support Team and they have agreed to remove the default then this is usually actioned straightaway. The file will update when the database that Vodafone share with the credit file agencies update.
 This normally takes up to 30 working days but can happen quicker.
 Unfortunately there is no way to hasten the process up as Vodafone do not have control over the database that is accessed by the credit file agencies.

To add this Community Forum is monitored by Vodafone Teams who will engage with you if they can also help. 

> Default-on-your-Credit-File-And-How-to-add-a-Notice-of-Correction.

[Makelo]

Whoever told you that because you paid, the default will now show as settled and be in place for another six years is completely wrong. Any and all markers on a credit file last for exactly six years from the date they are placed.
The only thing up for discussion with dates is the actual date that a marker (if justified) should have been placed there and what it states the problem was. What the mark says is a technical matter dependent upon criteria laid down by the ICO and/or CRA; for example a late payment marker becomes a default once three moths arrears are accrued but even then there are circumstances when neither would apply. Anyway I digress....

You probably don't wan't to hear this but in all honesty, the outcome is likely to be the same whether you had paid this or not. Assuming you complain now and are successful with it, by the time it's worked through the system and Vodafone have requested removal the marker would more than likely have timed out first. Whilst noting you dispute any amount owing, at least you have a clear conscience.

The tactic used to get you to pay the bill is seemingly increasing in use. 'Pay the bill and we will remove the default/late payment marker.' It's a blatant lie and they know it but it's powerful in achieving what they want, payment.
Most people just want the marker gone, believing what they are told that paying the bill is the price of removing it then so be it. Only after they have paid is it clear that the best they will get is a change to 'settled' which in all honesty is just as damaging as a default.

It might prove difficult to succeed but don't let what I have said put you off raising an official complaint, especially if you have any other documented evidence to support your case. Whilst it won't achieve your stated aim in removing the marker from your credit file any faster than timing out, it may at least get you back the money you didn't owe in the first place.

To sum up, there is four months left before the default will dissapear off your credit file so put off any credit applications until at least October. Whilst I know it's easy for me to say this, don't let this situation stress you out, it's just not worth it. Sit back, relax and enjoy the summer with your children, those four months will fly by.

[Will]

Hi @Teapot69

We'll need this to be investigated by our dedicated credit specialists. 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.