Incorrect late payment entries on credit file

[60romney]

I've spent the last eighteen months battling with Vodafone regarding supposedly late payments on my account.

It turns out that when I upgraded my phone in August 2015, Vodafone in their infinite wisdom, (NOT,) decided to move my account to their new system, but when they did this my old profile wasn't removed from the old system. In spite of my constant calls to customer service during this time, to try and get the issue resolved there seems to be no one, and I mean NO ONE capable of getting this resolved.

So much so that in June of this year I cancelled my contract, paid any outstanding bills, including a pro-rata payment for a part month, and thought that would be the end of it....wishful thinking I hear you say, well you'd be right, because since cancelling my contract back in June, Vodafone have added a further two late payment entries to my credit file. Every time in the last two months I've contacted Vodafone about this I've been told by whoever I've been speaking to that they can see that the problem is the duplicate profile and they are going get this resolved, informing me that it wiil be take a couple of days, well, we're 10 weeks down the line and despite being told numerous that this is going to be sorted out, I'm still in the same position.

This mess has already cost me one mortgage application and it's about time Vodafone got it's proverbial finger out of it's proverbial...... 

Has anybody else had a similar experience ? 

[wwhyte92]

Hi 60romney,

If Vodafone have been unable to resolve your issue for this long I would suggest you get the Ombudsman involved. Assuming you lodged an official compliant when the problems first started and it has been more than 8 weeks (you mention 10 in your post) the Ombudsman can step in and start an investigation into the potential shortcomings or failures that may have transgressed. This is likely to be your best option considering it sounds like you're going in circles with customer services.

Just as a note though, the Ombudsman will refer you back to Vodafone if a 'suitable' chance for them to resolve it has not passed. This is classified by Vodafone as 8 weeks since the start of a formal complaint without resolution, or receiving a notification of deadlock. Just so you know.

Hope it gets sorted, one way or another!

[60romney]

Thanks for your post

I was really hoping that someone from Vodafone might pick this up.....

As you say it looks like the only option I have is the Ombudsman, plus Facebook, Twitter etc

[John]

@60romney I'm sorry to hear what's happened.

So we can get things resolved, I've sent you a private message with details on how to get in touch.