Late payments on credit report

[60romney]

Hi, I've been a Vodafone customer for the last 20+ years. I had no problems at all until I dedcided to upgrade my phone in August 2015 and since then 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, 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. In spite of my constant calls to customer service to try and get the issue resolved I'm still in the same position. The latest episode to this saga happened in Oct 2016 when I got a bill for 3p, Yes three pence.....!!!!! despite paying this on the 25/11/16 I received another bill in Jan 2017 stating that this amount was still outstanding, and an alert from experian informing me that there was another late payment added to my credit report. You can imagine the sense of incredulity.......

I managed to finally be put in contact with someone in customer services that seems to know what they're doing, to be told that it was indeed the fact that my old profile was causing the issue and at the time of being moved to the new system the old profile should have been removed and all will be resolved within the next 5 days, that was 10 days ago and nothing has happened. On contacting Vodafone for an update I have once again had to deal with total incompetence and ineptitude.

Has anybody else had similar experiences ?

If so how did you finally get the issue resolved

Thanks in advance

[hrym]

This needs to be escalated to the Credit File Support team, and the first advisor you spoke to should have done that.   They'll be able to see the full history and take appropriate action.

Have one more go (sorry!) at 191 or Live Chat and explain that that's what you want.   They should take the initial details and pass them on.  If you get nowhere, post back here and the forum team should be able to progress it for you.

[60romney]

Hi, Have once again tried to resolve this by contacting Vodafone but to no avail. The last time I contacted them I was told that comprehensive notes were going to be added to my account, only to be told that no notes have been added. It's beyond my comprehension that a mojor companies customer service department is filled with people who, at best, totally incompetent. I'm at my wits end with this, hopefully you can bring some pressure to bear

[Jenny]

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

I’ve sent you a private message with instructions on how to get in touch, so we can look into this further.

[kingaman]

Hi,

I have just checked my credit report and found out that there is a up to 1 month late payment mark on April 2017 even though I am paying by direct debit and the payments are collected successfully from my account. When I checked my online account there is no payments being missed. I don't understand whats weong with vodafone. Sometimes, they have problems with porting numbers over then having no clue of what is happening. 

Moderators could you kindly check and tell me what has gone wrong please?

[Alex]

@kingaman I'm sorry to hear that, we'd like to look into this for you. :smileyhappy:

I've sent you a private message with details on how to get in touch with our specialist team.