Defaulted Vodafone account on my credit file

[San03]

In August 2017 I had a new vodaphone number but since this date; despite having paid my bill each month, I have been advised that I owe money!   Each time I call and explain that I have paid my bill and clarify this with advisors it would appear that the matter has not been resolved.  Each time I call now I get told that someone will call me back,  but they never do!

Tonight 30th December 2017 I have spent 31/2 hours on the phone to be told that a “broken account” is running alongside my actual account and having recorded the conversation, where the advisor admits it is vodaphone error, he ended the conversation by saying there was nothing he could do.  I asked to speak to a manager but was told he was busy with other things.  I now have a default on my credit file since August and have debt collectors calling me.  This will severely affect me getting a mortgage in the future but no one at vodaphone seems to care.   Also when you check what the debt it supposed to be you get different amounts on your emails from the automated method and even the debt collectors have a different amount.  This is ridiculous.  I have paid my bill every month, which I can prov but getting vodaphone to rectify this “broken account” is impossible.  I am desperate to get this matter resolved and to have my credit file cleared of the defaults.   Getting a new number has obviously caused this problem but I cannot understand why, when vodaphone say they can see why this has happened, they cannot resolve it.  Please can anyone help.

[BandOfBrothers]

Hi @San03

What a terrible situation to be in !

As you asked to speak to a senior person you should have either been put through or a Call back arranged, not have the call ended on you !

In regards to the Debt Collection Company ask them to pass this back to Vodafone as the Debt isnt warranted. 

Do persevere with Customer service on the phone or Live Chat and request a copy of the Chat Transcript. Ask if the phone call was recorded as some are but not all, and are kept for 60 days. This will support what the agent said. 

Contact Experian and ask for a Notice of Correction to be added to your Credit File while This is sorted out. 

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

A person can also use the options to raise concerns in > Here.

We also have a Vodafone Social Media Team here who read all posts catch up with your post and help where they can.

I wish you all the best with this situation. 

[John]

@San03 We'd like to investigate your account in more depth.
I've sent you a private message with instructions on how to get in touch with our Credit specialists.