Default on credit file

[Kroy143]

Hi,

This question has been asked few times now however I was not able to get the right pointers and hence again. My situation is described below:

1. I ordered a broadband from Vodafone and during the order I filled out my  bank details for a direct debit agreement. 

2. My broadband started in August and I immediately called them within a week complaining about extemely poor speed.

3. After 2 months and 6-7 of my calls and investigation Vodafone confirmed that there is a problem in their hardware however there is no estimate on when they can fix it.

4. I called Vodafone with my concern and explained that I wish to terminate my contract.

5. I was informed that very kindly they will close my account waiving all the early  termination fee and refunding all the payments that I have done so far.

6. After my account was closed I called again to confirm if there is anything pending on my side and the customer service confirmed that there is none and the account is closed and they can see notes for waiving early termination fee and to refund my payments. I informed that I see an outstanding amount and I am confused if they want me to pay now and then refund back and they said dont worry all of that will be reverted.

7. I never got a final settlement bill

Its now 1 month my account has closed - however I checked my credit report today (as I am planning a mortgage) and my credit score has been signficantly impacted (down by 180 points) since as per Vodafone I am 3 months behind my payments. (with latest as of last week) - 

I checked my bank statements and apparently they never took any direct debit payment and hence my account has been defaulted from the beginning. 

My concern:

1. The account was SETUP with direct debit and hence I was not making any payments - If Vodafone was not collecting payments then shouldn't they contact me ?

2. Vodafone never contacted me neither by email, phone call nor by post that there is an outstanding on my account. the only way I came to know was because I checked my credit report.

3. Vodafone never gave me a final bill stating my account is settled. (all confirmation was done on phone)

4. However Vodafone DID confirm on phone that the account is closed and every thing is settled and I dont have to make any further payments.

5. Vodafone still claims that I have missed my latest payment even when my account is closed and theoritically settled as they agreed to refund all the payment and waive any outstanding charges.

6. Online when I login to my account I dont see broadband under my services which was there earlier confirming that account is closed. (Atleast my interpretation) 

how should I now get this resolved and get a correction on my file as I am looking to apply for a mortgage soon.

[BandOfBrothers]

Let the Team here catch up with your post and they'll advise.

I wish you all the best with this situation.  

Some info also in here about adding  notice of Correction etc > Default-on-your-Credit-File-and-How-to-add-a-Notice-of-Correction

[Kroy143]

Thank you !! 

I am not sure if this is all sorted then will by credit score be reverted to what it was earlier. Bit worried now

[BandOfBrothers]

After an investigation if the Vodafone credit file team agree its an error then they'll advise the Credit Houses. 

The Credit Houses then amend the info on your file which typically takes around 30 days. 

[Gemma]

@Kroy143 - We don’t want you to worry.

One of the credit specialists in my team can take a look at your account and correct anything that’s wrong.

Please send us your details by following the instructions in this private message.