Two years ago I have disputed charges on my Vodafone account as there was overseas charges that were rediculose. It was referred to a collection company whom told me if I desputed these, that I wasn't to pay them and to consult with Vodafone. This went on for 5 months back and forward, when I realised I had 5 month late fees and a default on my credit account. (I didn't even know anything about a credit rating) I called Vodafone numerous times for July 15 to December 2016. In December 2016 was told an email had been had been sent to the credit company (I presumed Experian) and that this WOULD all be removed off my credit rating. Calls were made Jan/Feb/April of 2017. Finally on the 24th of April the black defaults were removed, but only after being reduced to a blubbering mess and telling the call handler that my life has hit rock bottom, I cannot get any credit and I feel like Life isn't worth living any more! I was told hey COULD NOT remove the 5 month late payments but the would remove the defaults. I contacted Experian to see on the 26th if this was enough to get my credit sorted. They said in fact 5 months late is worse then the default. Two months late payments would need to be removed in order for me to obtain credit. They explained although I have been a customer for over 15 years, As the defaulted/late account was closed by Vodafone then opens a fresh account, this looks bad as The original account was not continued. If it was continued for 6 months then I would be classed again as a good customer. But instead I have a new account with no late payments and this default is highlighted to all creditors at the top of my report. Once again I called Vodafone and explained this to them. I got through to a gentleman in the small business department ( old accounts need to go through this, something that not a lot of customer services advisers know, I know this after hours of searching even with the acc no) I explained that the two lates needed to be removed for me to obtain my mortgage. I have a current mortgage but due to a relationship break up I need a new one. Also I want to reduce my hours as I have a baby. I can't do this until my mortgage is sorted. Top it all off I'm now carless so need to buy a new car. ( rubbish run of luck or what) He put me on hold while he talked to someone in credit control/rateing Dep. He came back and said all late payments would be removed. ( never been so relieved in my life, should have know it wouldn't last) Two days on I contacted Experian who have been trying to help me. They said that the same notice was sent through to remove the black marks and not the late payments and to contact Vodafone again. Today I got put though to a lovely (or not) ladies in the credit department, who either had a awful call before but had no compassion for my awful situation. (Currently signed off due to anxiety and depression with has been caused by stress due to this situation) she told me several times she could remove the default but wouldn't. I explained that I'm a single parent of two children who's relationship has desolved. My house is in negitive equity so if I can't remortgage I will have to declaire myself bankrupt. she didn't care. I asked several times to speak to my previous call handler which she refused. After requesting to speak to her manager several times, she put me through to the operational manager Danielle. Who again didn't care that the call handler two day previous had said that it would be removed. I explained my situation that I was going to lose my house, she didn't care. She also told me she had the ability to remove this but wouldn't. I requested a copy of the call in which the guy said the would remove it. She said she would listed to the call and get back to me. I got a return call where she said that he said the default would be removed and not the late payment. I asked to hear this. She said she would send me the email with a link but, she didn't. I was still on the line. She said again she would send it but couldn't as I was still on the call and would do it as soon as I was passed to the cancellation line for my current account, which I said I would cancel too as I feel disgusted by the way I have been treated by Vodafone. (I decided not to cancel as this will affect my credit even more as my current account is a clean account for two years) I still to this time have no email from herself. I feel for years I have been given miss information after miss information. In a few days I'm going to have to give up my family house and go on the social housing list. All for two late payments that could be removed but won't be. I even asked if she could move the two late payments away from the other 3 once again, no! I also asked if she could extend the original account for the 6 months and reduce my current account for 6 months... no! I have been told by Experian that this is possible. I can't believe how awful I have been treated.
I have since gone on social media to request my call recording. I have been sent a form which states with a £10 fee I can get this in 40 days. 40 days is too late. I really hope she sleeps well at night surrounded with her £60000 a year salarie, while myself and my children will have to give up our small family home that I've worked my butt off for, all over a settled account which should never have gone into default like it did, when I've never been in default again. I'm a good customer. This is destroying my life!!!!!!
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