New Customer with nothing but problems, now my credit file shows arrears due to there errors

[Nicolajg]

Hello

So me and my husband on the same day took out a new contract, we set direct debits up in store all went smoothly.

I got DD mandate in post which was incorrect so called VF to update it, no problem, month on  i noticed DD not going out of my account, i called VF sorry its an error at our end we will reset and all ok, in the mean time i paid my bill over the phone ready for the next DD, anyway this DD error happened 3 times, then on the 4th time payments called me to say i owed 2 months, they apologised again gave me a months free, i stressed everytime that i did not want there error effecting my credit report, they told me they would message the team to ensure that did not happen, i was also told to forget about the direct debit and pay online or over the phone as they had a big problem with new direct debit set ups, iterestingly my husbands is fine!

Anyway no problem i paid the amount i owed there & then, i have had my free month, just had an alert from equifax which shows 2 payments in arrears, so all the promises i have had and running around im the one sufferring.

I have just spent 45 minutes on the phone trying to get through to the correct team, passed around constantly then when i finally thought i was through to the correct team  and speaking to Lisa the phone went dead!

upset & angry in an understatement, wish i had never left 3!

Can someone tell me the contact number of who i need to be speaking to at vodaphone, thank you

[BandOfBrothers]

Hello @Nicolajg

I appreciate and understand how damaging and upsetting a default can be ,and the difficulty in having one removed from a Credit File.

It's important to speak with Customer service first to clear up why this has happened before the Credit File Support Team can help. 

I have written a help guide 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 your own notes up to 200 words on your Credit File to explain why the Default is showing.

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

Just to note for clarity It would only be worth adding this if a person thinks 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.

To Add if a person has spoken to a member of the Credit File Support Team and they have agreed to remove the default then this is usually actioned straightaway. The file will update when the database that Vodafone share with the credit file agencies update.
 
This normally takes up to 30 working days but can happen quicker.
 
Unfortunately there is no way to hasten the process up as Vodafone do not have control over the database that is accessed by the credit file agencies.

To add > The Vodafone Community forum is monitored by Vodafone U.K. There are members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name so a person knows they are officially Vodafone.
 
All posts are read by them.
 


Hang in there and I'm sure they'll be in touch. 

[Nicolajg]

Hi 

Thank you, i have just done my notice of correction with equifax, have requested a call back from a manager, customer service couldnt understand why either when it wasnt my fault. i work in retail and customer service and am appauled at the service i have recieved, as a manager myself im hoping they deal with the complaint once and for all.

Thanks again for you help

[BandOfBrothers]

You're very welcome @Nicolajg  and I hope for a fast as possible reasonable resolution for you. 

[Nicolajg]

Does anyone have contact details for vodafone credit file support team? Contact number or email address?
Thank you

[Colleen]

@Nicolajg I've sent you a private message with details on how to get in touch.

[Nicolajg]

Thank you, i have just done this, i was hoping this would have been resolved by now as i requested a call back from a manager but havent as yet.

Hopefully this can now get sorted.

Thank you

[Nicolajg]

Just thought id send an update on this, i was informed i would get a call back from a manager with 48 hrs which took us up to 8pm last night, i ended up calling them as i did not recieve a call back, the lady i spoke to in customer service went to find a manager to see why i didnt recieve a call back, she came back to me to tell me that the manager could no come to the phone and apologised as they were busy with other escallations.

she said she had discussed my issues and was constantly apologising, she offered me a months free rental due to the errors on the direct debits, i informed her this was not my complaint i had already had a free month in December due to the issues. I explained my issue was that i was informed that information had been past to the credit team that i would not recieve any marks on my file however i have recieved 2 late payment marks, so this had not been done. she confirmed that they were definitley notes on my account to say messages have been past across the last been Novemember from the collections team, she said she was going to now deal with this and leave my account open and promised to call me back first thing this morning after speaking to the credit team and insist on some answers, it is now 3pm, i have had no call back from the manager now very nearly 72hrs & the advisor who assured me would call me this morning hasnt called me back.

I guess the next step is to pass this over to the ombudsman.

Thank you

A very upset customer!

[Colleen]

@Nicolajg I'm sorry to hear about your experience and will feed this back, to help improve our customer service in the future. 

I can confirm we've received your email and a member of our Credit team will be in touch as soon as possible, with further help regarding this. 

[Nicolajg]

Thank you Colleen, still not had call back or reply to my email.
Kind Regards
Nicola