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Defaulted Vodafone account on my credit file

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Moderator

@Holliwaters110 If you'd like us to look into this for you, I've sent you a private message with details on how to get in touch.

 

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2: Seeker

Thank you - I've just filled in the online form. If this isnt resolved in 6 weeks I will be enlisting the help of the finacial ombudsan again - this has been an ongoing issue since August 2013!

 

 

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3: Seeker

Please can someone contact me.

 

This is an ongoing issue for me and I am going around in circles to get it solved. 

 

Vodafone have agreed to remove the default yet over 30 days later it is still there. 

 

Please help

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2: Seeker
I raised this issue in 2013, it's 2017 now... good luck.
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2: Seeker
Write to financial ombudsman - you have to give Vodafone 8 weeks first. Then if no luck, escalate.
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3: Seeker

I know...Im not holding out much hope but losing options fast!

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Moderator

@benduerden0811

 

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

 

 

 

 

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2: Seeker
Escalate to the ombudsman - best thing I ever did regarding my complaint. Don't waste any more time or energy with Vodafone - there's a reason they were fined 4.6 million. Hope you get it sorted.
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2: Seeker

Hi, 

 

I have just been stopped from getting a Mortgage as I have a default put on my account by Vodafone for £90 on a contract that had been cancelled in April 2011. Vodafone incorrectly raised a bill of £66.66 despite me cancelling my contract on time and writing and calling them numerous times. I contacted the customer team In September 2011 and explained my situation to her. I told her that my contract had been cancelled and the overdue payment bill was an error on their part. She told me that I did not owe them anything and that she would cancel this on her system. She also told me that she would inform the debt recovery team of this. Despite this Vodafone kept on sending me an outstanding invoice letter and demanding more money. They then kept adding interest and sent me a bill for £90. I kept contacting Vodafone but no one helped me. I then out of frustration paid the £90 in December 2011 although I didn’t owe them anything and the bill was wrong, just to get them off my back. Now I have realised that they put a default charge against me which is affecting my whole future as I can’t get a mortgage now. At no point whatsoever did Vodafone write to me or verbally tell me that they would put a default charge against me. How can they do this? Something that wasn’t my fault in the first place is affecting my whole life. Please help me I don’t know what to do. How can I get this removed?

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Moderator

Hi @sunshine_86

 

I'm sorry to hear this. We'd love to help. 

 

We'll need to check the account to see what's happened. Please follow the instructions that I've sent to you in a private message, to get in touch with us.

 

Thanks, 

 

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2: Seeker

Bypas contacting the media comms team on here - depending on whom you get, they all give different advice. Do a complaint straight to vodafone (written or you can now email your complaint) add supporting documents (screenshots of the default on your credit check) and ask them to remove the default. If its not resolved in 8 weeks you can enlist the help of the ombudsman. Thats how i got mine removed the first time round. 

Make sure you ask them to remove the default from ALL credit check platforms - EQUIFAX, EXPERIAN and CALL CREDIT. I've just descovered they only removed it from EQUIFAX for me back in 2015. 

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Moderator

Hi @Holliwaters110

 

That's not good to hear. 

 

If there's anything you still need help with, please let us know. 

 

Thanks, 

 

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3: Seeker

Please can someone help me with an alleged 'late payment' recorded as a default on my credit report from 2014. 

 

Ive always paid my bills on time - however on occasion I had an extremely high bill, 8 times bigger than my average bill (£490). I disputed the bill as it was completely unexpected, and raised an investigation. When speaking to 191, I expressed reluctance to part with the money until the investigation was complete, to which the Vodafone customer service advisor suggested a "promise to pay" which meant that I could pay a portion of the bill now and the rest 6 weeks later (when the investigation would be concluded). Naturally, I accepted - the investigation concluded and I paid the remainder of the bill on the pre- agreed date 6 weeks later. I never thought anything of this until I checked my credit report some months later and saw that I had a "missed" payment on my file. I immediately contacted Vodafone by email to resolve the situation however was told that it was in fact a late payment and the credit team do not have the power to change this.

 

This is now affecting my opportunity to get a mortgage and will remain on my file for 6 years in total. Surely this is not right??

 

I don't see how being ill advised by Vodafone should leave me with life changing  consequences that I wasn't made aware of. Please can someone help?

 

 

 

 

 

 

 

 

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Moderator

@Upsetcustomerr So we can look into this for you, I've sent you a private message with details on how to get in touch.

 

A member of our team will contact you, as soon as possible.

 

 

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2: Seeker

Its absolutely unbelievable how many people have this issue. Vodafone slapping out defaults like there’s no tomorrow. Abysmal customer service which drags on for months - media comms spouting the same standardised replies then not actually assisting when you contact them. 

 

These unfair and inaccurate marks on peoples credit history ruin chances of obtaining credit and subject people to poor interest rates and mortgage rates.

 

I'm wondering if you can sue Vodafone for giving false information to a third party (i.e. credit reference agencies) about you. You would be able to seek damages in respect of the additional costs that the false information has incurred for you, but you would need to prove it.


Companies need to take reasonable care and skill to ensure that information they give to third parties, such as credit reference agencies, is true and accurate - which Vodafone do not.

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13: Advanced Member

Holliwaters110 wrote:

Its absolutely unbelievable how many people have this issue. Vodafone slapping out defaults like there’s no tomorrow. Abysmal customer service which drags on for months - media comms spouting the same standardised replies then not actually assisting when you contact them. 

 

These unfair and inaccurate marks on peoples credit history ruin chances of obtaining credit and subject people to poor interest rates and mortgage rates.

 

I'm wondering if you can sue Vodafone for giving false information to a third party (i.e. credit reference agencies) about you. You would be able to seek damages in respect of the additional costs that the false information has incurred for you, but you would need to prove it.


Companies need to take reasonable care and skill to ensure that information they give to third parties, such as credit reference agencies, is true and accurate - which Vodafone do not.


It's been going on for a number of years, and sadly there is another aspect to this as well.  Vodafone subcontract a fair bit of their Customer Service to offshore organisations; the people who staff these organisations neither know nor care about the legalities of UK credit agreements or about Vodafone's internal financial procedures and will in many cases simply be unaware of the possible consequences of the bad advice which they are offering.  Unfortunately when these consequences come to light, Vodafone's telephone support system makes it nigh on impossible to contact someone in the UK who might actually understand the issue, thus exacerbating the situation.

At the same time many customers don't appreciate the problems which can result if you miss a payment, or the responsibility they are committing to when they sign up to a contract with any mobile phone network.  In particular, if you are cavalier about overcommitting, or more to the point  if you become unemployed (which can happen to anyone at a moment's notice nowadays) you are in deep doo-doo, since the networks don't usually show any sympathy in these circumstances.

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2: Seeker

I'm having this problem right now, Experian have a debt from 2012 still showing yet i can remeber paying it and when i asked customer services to check they said it doesnt exsist. So whats going on.

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3: Seeker

Seriously unhappy!

 

I have discovered that Vodaphone have incorrectly put a mark against my credit score, and I am trying to get this sorted before it affects my life anymore. It seems to be a nightmare and a long drawn out one at that!

 

I have contacted Vodaphone on numerous occasions via both email and phone to cancel my account last year, ( I have copies of the online help transcript and the email I sent wishing to close my account in November 2016 as proof) but aparently thay have simply been ignoring me. 

 

 

Today I find that Vodaphone have damaged my credit rating for the next 6 years all for the sum of £36.

 

I have no objection to paying any amount owed, but when I called them they told me my account was closed and they couldnt see anything owing?? 

Fuming!

 

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3: Seeker

Thanks for this advice... I've now contacted the complaints dept and will give them the 8 weeks as you suggest, then go to the ombudsman.

 

Fingers crossed this will be resolved.

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Moderator

@JPointon @ZULU007 So we can look into this for you, I've sent you both 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.

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