Late payments on credit report

[connie_wiz]

Good Evening.

I would like to log a complaint against a agent from customer relations who I spoke with today. After writing a lengthy complaint to head office at Vodafone I received a phone call back today from
A man called Ravi Kadam. The reason for my complaint to head office was for two reasons. Firstly I was complaining about the customer service I had been receiving recently from Vodafone . I have had a few problems recently with Vodafone and end up spending hours and having to make so many phone calls to 191 just to get a simple answer. I find you end up on the phone for hours being transferred to wrong departments and I end up having to explain my situation numerous times to not even get anywhere. I also find I get told very conflicting information from different agents which has caused a break down of trust. I've also been cut off deliberately and promised calls back which never happened. So in the end I decided to write to Vodafone and complain rather than doing it over the phone as it started to become unbearable and was testing my stress levels.
I asked if they could look into a couple of late payments they logged on my credit file from a incident back in February this year. Basically my bill had managed to rack up to nearly £700 in the space of a couple months. I was totally shocked and confused as I hadn't used my phone in any different way to what I would normally. I asked Vodafone to look into the charges to make sure they were correct as I was in disbelief it could really be that much. Vodafone said they would investigate it and I asked the agent if I should wait until I hear back from you before paying and they said yes that's fine. It took quite sometime to get an answer back from you but when I did Vodafone confirmed the charges were correct and it was from going over my data allowance. They offered me a 10% good will gesture of my bill as I was so shocked which I accepted.

Anyway, only recently I looked at my credit report to see Vodafone have logged late payments on my credit report which is currently preventing me from getting a mortgage. I've worked very hard on my credit report so I'm sure you can understand I was quite annoyed to find out why you would do that even though it was verbally agreed I should wait to hear from you whilst you investigated the charges. I originally complained about the late payments over the phone and you were unable to help as you said you would not remove the late payment marks so I took it upon myself to take my complaint further to the communications ombudsman. When I spoke to them they said they will assist me with my complaint once they have had a letter from you with your final response as to why you won't remove the late payments of my credit report. (Also known as a dead lock letter) I asked for this letter over the phone and also included it in my complaint to head office.

So I received the call I've been waiting for from Ravi Kadam who I found extremely unhelpful and rude. Firstly he is not good at explaining things and was very unsympathetic with my situation. He did not once apologise for the inconveniences I've been caused, not even to my complaint about the bad customer service I've been receiving recently. As he didn't have a solution and once again I found the whole conversation a total waste of time I asked for him to produce the letter so I can take the complaint elsewhere. To my disbelief his response was "I will write a dead lock letter only if you repay the 10% good will gesture we gave you at the beginning of the year!" I was absolutely appalled at his response. He threatened me to prevent me from taking my complaint further which I have full rights to do so. I feel I'm being treated very badly and unfairly. why shouldn't I be able to take my complaint further without being threatened and being made to feel scared I will have to pay Vodafone extra money which I can't afford?

The communications ombudsman are there to help people like me. If Vodafone were more understand, compassionate , and helpful then I wouldn't have to resort to this. So what I would like to know is what this agent told me is actually correct and if so why would he say it in a threatening manner and not explain to me the reasons as to why I would have to pay a 10% good will gesture back that was settled in February ? He was very rude and I will be sure to tell family and friends about my experience today. I will never recommend Vodafone to anybody as I really do hope nobody goes through the stress and worry this company has put me through. I have been resorted to tears through frustration.

[BandOfBrothers]

Hi,

An aweful sutuation to be caught up in.

You can still engage the Communications Omsbudsman and go through what's happened thus far. 

The Deadlock Letter is to circumvent the 8 weeks Vodafone have to resolve raised issues. 

This is a help guide I have written which explains which department to ask your case to be referred to - i.e 'Vodafone Credit File Support Team' - and how to add a 'Notice of Correction' via Experian. It is Free to add the Notice of Correction. This gives you the tools to add notes on your Credit File to explain why the Default is showing. It would only be worth adding this if you think the default is wrong and shouldn't have been applied. 

Please take into consideration that a Default will only be removed if it was reported on your Credit File incorrectly.

Default-on-your-Credit-File-and How-to-add-a-Notice-of-Correction.

[connie_wiz]

Good Evening.

I would like to log a complaint against a agent from customer relations who I spoke with today. After writing a lengthy complaint to head office at Vodafone I received a phone call back today from
A man called Ravi Kadam. The reason for my complaint to head office was for two reasons. Firstly I was complaining about the customer service I had been receiving recently from Vodafone . I have had a few problems recently with Vodafone and end up spending hours and having to make so many phone calls to 191 just to get a simple answer. I find you end up on the phone for hours being transferred to wrong departments and I end up having to explain my situation numerous times to not even get anywhere. I also find I get told very conflicting information from different agents which has caused a break down of trust. I've also been cut off deliberately and promised calls back which never happened. So in the end I decided to write to Vodafone and complain rather than doing it over the phone as it started to become unbearable and was testing my stress levels.
I asked if they could look into a couple of late payments they logged on my credit file from a incident back in February this year. Basically my bill had managed to rack up to nearly £700 in the space of a couple months. I was totally shocked and confused as I hadn't used my phone in any different way to what I would normally. I asked Vodafone to look into the charges to make sure they were correct as I was in disbelief it could really be that much. Vodafone said they would investigate it and I asked the agent if I should wait until I hear back from you before paying and they said yes that's fine. It took quite sometime to get an answer back from you but when I did Vodafone confirmed the charges were correct and it was from going over my data allowance. They offered me a 10% good will gesture of my bill as I was so shocked which I accepted.

Anyway, only recently I looked at my credit report to see Vodafone have logged late payments on my credit report which is currently preventing me from getting a mortgage. I've worked very hard on my credit report so I'm sure you can understand I was quite annoyed to find out why you would do that even though it was verbally agreed I should wait to hear from you whilst you investigated the charges. I originally complained about the late payments over the phone and you were unable to help as you said you would not remove the late payment marks so I took it upon myself to take my complaint further to the communications ombudsman. When I spoke to them they said they will assist me with my complaint once they have had a letter from you with your final response as to why you won't remove the late payments of my credit report. (Also known as a dead lock letter) I asked for this letter over the phone and also included it in my complaint to head office.

So I received the call I've been waiting for from Ravi Kadam who I found extremely unhelpful and rude. Firstly he is not good at explaining things and was very unsympathetic with my situation. He did not once apologise for the inconveniences I've been caused, not even to my complaint about the bad customer service I've been receiving recently. As he didn't have a solution and once again I found the whole conversation a total waste of time I asked for him to produce the letter so I can take the complaint elsewhere. To my disbelief his response was "I will write a dead lock letter only if you repay the 10% good will gesture we gave you at the beginning of the year!" I was absolutely appalled at his response. He threatened me to prevent me from taking my complaint further which I have full rights to do so. I feel I'm being treated very badly and unfairly. why shouldn't I be able to take my complaint further without being threatened and being made to feel scared I will have to pay Vodafone extra money which I can't afford?

The communications ombudsman are there to help people like me. If Vodafone were more understand, compassionate , and helpful then I wouldn't have to resort to this. So what I would like to know is what this agent told me is actually correct and if so why would he say it in a threatening manner and not explain to me the reasons as to why I would have to pay a 10% good will gesture back that was settled in February ? He was very rude and I will be sure to tell family and friends about my experience today. I will never recommend Vodafone to anybody as I really do hope nobody goes through the stress and worry this company has put me through. I have been resorted to tears through frustration.

[Retired-Viki_R]

Hi @connie_wiz

My apologies for the poor service you've received over the phone, you shouldn't have been advised to pay back the 10% good will gesture as this was a good will gesture provided to you because we sympathised with your circumstances at the time and wanted to help you.

You're free to take any complaints to the ombudsman, that's your choice and nobody can make that decision for you.

I'm going to PM you with more information.

Viki