Default on credit with no Vodafone account!

[ValerieB]

I have recently discovered a default on my credit history linked to Vodafone. It turns out a phone contract was taken out in 2011 at someone elses address, but for some reason my name and address is linked to the account.

I had absolutely no knowledge of this until now, and nobody from Vodafone of the debt collection ever contacted me even though they have my address on file.

After trying to dispute this with Equifax, they now tell me Vodafone refuse to do anything about it as my name is on the account. I tried calling Vodafone who refuse to speak to me because I dont have the account number!

I am absolutely disgusted that I'm being fobbed off by Vodafone after having my credit ruined by somebody I dont even know. If they have my name linked to the account why did nobody ever contact me about this debt? This whole thing has taken place completely behind my back.

I have to get this removed. Can anybody please help?

[Tash]

I can confirm we've received your latest email @ValerieB.

We'll be in touch once we have any updates for you.

[ValerieB]

I got the outcome of the 'investigation' and I'm just shocked. Nobody asked me for any details, they dont even know what my signature looks like...they have just concluded I'm a liar and wont do anything about it.

Now I'm forced to get a solicitor at my expense to deal with this. Over £50 they honestly believe I'd ruin my credit rating and go through all this stress. I've never missed a payment in my life and have lived at my address for 30 years.

[Makelo]

I think it's important firstly to establish where any error has come from, not exluding that the error may be an oversight on your part also.

Vodafone want you to pay the outstanding balance as their records show someone owes them money and they think it's you. Not because they know it's you but because you made the effort to contact them about it. In all honesty their investigation was always going to come back with that decision. As i said, not because they know but because you made the effort.

The first thing to say is do not pay it. It will make no difference to your credit file whether it shows 'Default' or 'Settled' and you are not sure that you even owe it. Unless you can demonstrate that it's an error it will show in your credit file for six years, which means the end of 2018 unfortunately. 

.As this is over a year away and you are trying to get a mortgage letting it time out is not really an option. You need to clarify who is correct. I re-read your original post and after initially thinking you didn't ever have a Vodafone account now I'm not sure so, did you ever have a Vodafone account around that time and if you did, are you sure you have no documentation regarging this, such as old bills, dispatch notice or anything with an account number on it? If you can find an account number then this can be cross referenced with the information Equifax hold to see whether it's the correct account or not.

The incorrect address held by Equifax could also be helpful.  If you had a Vodafone account around that time with the correct address on file and this was an account opened fradulently with a different address then Equifax should show two Vodafone accounts. If you are not sure what address Vodafone held and Equifax only show one account it's not so helpful.

If you did not have and never have had Vodafone account then Equifax is the one to contact as this is either fradulent or an error on their part.

It may also be helpful to see what the other CRA hold on file for you, to see if they also have put the Vodafone accunt in your credit file with the wrong address. You can sign up for free for both the others at Noddle (Call Credit) and MSE Credit Club (Experian)

Try to obtain as much information from wherever you can, once collated together it may be very helpful in determining what has gone wrong here. 

[ValerieB]

No I haven't paid the outstanding balance because it would give the impression it was my account.

Vodafone told me an account was set up in my name and at some point I called to say I was moving. As I said I've lived at my address for 30 years and I dont know anyone who lives in the new address, it's miles away and nowhere near me.

This has to be identify fraud, but they told me they have no reason to suspect it is. I can prove it is but they wont even give me that opportunity. They haven't prodived me with any documents showing why they think it was me but I assume they have documents with my name on. Without those how am I supposed to know for sure whats happened?

If they think it's me surely I have a right to see them and to know which bank account it was set up in?

[Makelo]

This is why it's important to see who has what information and gather as much as possible together. This can only help your case should it need to go to the Ombudman.

You can clearly prove that you have lived at your current addess for some time so that's easy enough but you still haven't clarified whether you have ever had a Vodafone account, had one at a different time or had one around this time. The answer to that changes what approach to take in resolving this going forward.

Vodafone will definitely have the payment information on file, whether you have a right to see this I'm not sure as the extent of an SAR and whether they can hold it back. Whatever the legalities of it, the ombudsman, should it get that far will definitely be entitled to see it so for now I'd focus on what information you can get easily, such as  whether you have had a Vodafone account or not. As I said, the answer to that determines the path to take going forward.

[ValerieB]

No I have never had a Vodafone account.

I spoke to a solicitor and he said he gets 3 calls every day from people going through the same thing. He also said Vodafone never investigate possible fraud, which is obvious from the way they dealt with my case.

I'm going to report this to the ActionFraud.police.co.uk. Clearly Vodafone couldn't care less.

[Makelo]

This makes things easier if you've never had a Vodafone account.

Report this to Equifax as incorrect and fraudulent, they have a duty to take this up with the notifier (Vodafone) as they are liable to ensure your credit file is accurate. They may also provide some advice how to take the matter further.

Make an official complaint to Vodafone but do so in writing, keeping a copy for your records, stating that this is fraud as you have have never had a Vodafone account. Also state that you want all further correspondence in this matter to be in writing and send it by recorded delivery.  They then have no choice but to investigate in accordance with their code of practice. The code of practice also states how long they should take to respond. Ultimately unless they come up with a good reason for it to take longer they have eight weeks maximum to uphold or reject your complaint. Otherwise after either eight weeks or supplying you with a deadlock letter prior to eight weeks you can then take the matter up with the communications ombudsman who will investigate the matter further.

As of yet you still cannot rule out an error by Equifax so check the other Credit Reference Agencies too,  you can get access to them for free. It may be helpful to see if they hold the same information or not.

If they do it points the finger more at Vodafone whereas if they don't it's pointing it more at Equifax.

[ValerieB]

Thank you, really appreciate your advice.

I spoke to equifax in the beginning and they contacted Vodafone, but got the same response as me. I thought the email I got saying they concluded the investigation was a deadlock letter, do I need it in writing instead?

[Rs101]

Just a thought.. Why not send a SAR to Vodafone for all the details they have about you?

They'll then either supply details which may be useful, or refuse it because they don't believe you are who you claim to be.

If it's the latter, then it's good ammunition that you don't have any connection to the debt..

[ValerieB]

They just sent me a link to a form to get the details but they want my signature. I dont want to supply it to them if they dont already have it, and if it doesn't match what they have already they could accuse me of fraud.