Urgent help needed - Vodafone showing defaulted payment on my credit rating

[Dunn1872]

Hi

I need urgent help to resolve this matter.  I was with Vodafone and my contract finished with them in March 2013.  I am moving house and re-mortgaging and the mortgage adviser has highlighted to me that a defaulted Vodafone payment is lowering my credit score.  Firstly, there should be no outstanding balance as the account was closed, I've not received any correspondence to state there was any outstanding balance as well, no debt letters etc.  Secondly, as it was 4 years ago, I no longer know my old phone number or my account number and bizarrely, the customer services team (can only assume it was an indian call centre) that I spoke to said they cannot find my account unless I have one or the other and were reluctant to transfer me to a manager or another department eg collections.  I've checked all my various emails from 4/5 years ago from Vodafone and it does not state my account number.  Also when I put my email address in and then click 'forgot account number' in the login page online, it doesn't recognise my email address as being registered with them.  I need this sorted before I have a meeting with my mortgage adviser this Saturday as it could jeapordise me getting a mortgage.  Please can someone help with a resolution?

[BandOfBrothers]

Hi @Dunn1872

The Vodafone Community forum is monitored by Vodafone U.K.

There are members of the Vodafone Customer Support 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. 

I appreciate and understand how damaging a default and or marker 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 appreciate you've tried this.

Below in Bold is a help guide I have written which explains how to contact Vodafone and 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. 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.

The issue i come across is that when a person cancels a contract by giving 30 days notice or by asking for and using a PAC code to move Network and take their number with them is that they cancel the Direct Debit before Vodafone have taken any final payment(s) and if applicable applied any Refunds.

It's therefore important not to cancel a Direct Debit until the final bill is received by post, paid by Direct Debit and then is followed by a £0 bill and Sorry Your Leaving Letter has been received that confirms the account is closed. (Please retain this paperwork)

Vodafone do not have to pre warn a person they have applied a default if they believe they have exhausted avenues of contact. 

I wish you all the best with the situation. 

[Gemma]

@Dunn1872 - I’m sorry to hear the experience you’re having. One of the credit specialists in my team can search for your old account and help to investigate this further.

So we can take your details securely, please follow the steps in this private message.

I wish you lots of luck in your new home. :smileyhappy: