Old Account Number

[cassiey]

Hi, 

I'm hoping someone can help me. I'm about to start applying for a mortgage but have a 4.5 year old defaulted account from Vodafone for £17 for a contract I thought I had cancelled. I settled it at the time. I want to discuss this with Vodafone as I don't think it should be on my report. But no-one can find my old account number! I was previously registered to receive e-bills and I have all of the old emails in my email account however, these only show the last 4 digits of the account number with the first 5 as XXXXX. The number I had has been registered to somebody else and there is no record of my account at the address it was registered to. 

I've been a loyal customer of Vodafone for a total of 14 years now and I was thinking about upgrading again! I would really like someone to help me out and give me a reason to stay! I called Customer Services today who told me that I needed to find a way of finding the account number myself and there was no other way they could help at Vodafone. But they're Vodafones records so I don't understand why they can't be found. The recommendation of the Customer Service agent was that I ask Experian to see if they know. Why would Experian have my old Vodafone account number? I have correspondence on the account from Customer Services at Vodafone in 2013 but even they only used the last 4 digits of the account number. 

Any help would be much appreciated. 

Cassie

[BandOfBrothers]

Hi @cassiey

In regards to your account number Vodafone changed account systems sometime ago so that’s why they maybe having issues locating it. 

Can you check any email folders etc to see if any old emails from Vodafone are still there. 

Any filing system / drawers for old bills. 

In regards to the Default the status on your Credit File will have changed from Outstanding to Settled when you found out about the owing amount but the Default would remain on your Credit File for 6 Years even though you’ve paid it. 

It wont harm to raise your query with Vodafone but any warranted Default wouldn’t be removed. 

Some more information in > Default-on-your-Credit-File-How-to-add-a-Notice-of-Correction.

We do have a Vodafone Social Media Team here who read all posts so perhaps give them time to catch up with your thread as they maybe able to guide you further. 

Good luck with this. 

[cassiey]

Thank you.

I have all the original bill emails but they just say "click here" to get your bill and they blank out the first 5 digits of the account number. The link obviously doesn't work anymore. 

[Annie_N]

The old accounts system is still in existence, but the majority of CS staff don't have access to it, and it sounds rather as some don't even know about it! I'd suggest trying CS again, explaining that your account must be in the old system, and asking to be transferred to someone who can access it.

[cassiey]

Hi, 

I'm hoping someone can help me. I'm about to start applying for a mortgage but have a 4.5 year old defaulted account from Vodafone for £17 for a contract I thought I had cancelled. I settled it at the time. I want to discuss this with Vodafone as I don't think it should be on my report. But no-one can find my old account number! I was previously registered to receive e-bills and I have all of the old emails in my email account however, these only show the last 4 digits of the account number with the first 5 as XXXXX. The number I had has been registered to somebody else and there is no record of my account at the address it was registered to. 

I've been a loyal customer of Vodafone for a total of 14 years now and I was thinking about upgrading again! I would really like someone to help me out and give me a reason to stay! I called Customer Services today who told me that I needed to find a way of finding the account number myself and there was no other way they could help at Vodafone. But they're Vodafones records so I don't understand why they can't be found. The recommendation of the Customer Service agent was that I ask Experian to see if they know. Why would Experian have my old Vodafone account number? I have correspondence on the account from Customer Services at Vodafone in 2013 but even they only used the last 4 digits of the account number. 

Any help would be much appreciated. 

Cassie

[John]

@cassiey So we can access your account and help you further, I've sent you a private message with instructions on how to get in touch with our dedicated team.