Urgent- please help

[RacheltomSp]

I am part of a very large business customer of Vodafone and I have been absolutely shocked and astounded by how badly my partner has personally been dealt with yourselves. We are potentially going to lose our dream house due to default payments being placed on my partner's credit file incorrectly 5 years ago of which the last person we spoke to could confirm this. We have been passed through over 14 advisors now and the majority have shown no compassion or urgency to helping us sort out YOUR error. My partner has spent over 5 hours on hold or being passed from pillar to post and was promised call backs that have failed to happen. Finally we have just had a member of your team refuse to transfer us to the case handler to get the headed letter we need for the mortgage company. So if there is anyone out there who can help us obtain this confirmation that would be marvellous. We have 3 hours before we lose the house due to this taking too long. Please do feel free to contact me- we desperately need someone to take this seriously. A lady called Claire Broadhurst gave us an initial e-mail confirmation but it needs to be on a headed PDF letter to be accepted. We are about to lose the house and as you can imagine are. Dry stressed out at the moment.

[hrym]

It does sound as though your mortage provider is being particularly rigorous.

I'm afraid you won't get the speedy response you need via the forum, but if you can call 191 (or 03333 040 191 from and phone) and ask for the Credit File Support Team, they should be able to help you.  Do this now (ie during office hours, as that's what they work).   I appreciate that you may have spoken to them before, but do not accept any attempt to intervene by the frontline customer service people - they can't help.

Depending on when the confirmation you refer to was obtained, is it possible that your credit file has been updated by now, if that's what was going to happen?

[RacheltomSp]

We are not going through the same process for the 6th time and 8th hour again. We started this last Friday and have been fobbed off after fob off after fob off. This is not good enough. The stress involved with this process whilst both working full time and the and trying to sort out everyone else in a house buying process. This is ridiculous. We have been told to going into a Branch, use this forum, call the number, webchat online and we have absolutely had enough of wasting our time sorting out YOUR error? This is actually insane. I agree that the mortgage company are being particularly over the top but they are lending a big amount so they have the right to. Can you not link me up with someone in the credit department? You customer service guys are trained very well to refuse any sort of transfer to a department so I would be wasting my time- again. I want this taken to the top and I won't stop tonight until this is resolved. Your customer service as a company is disgraceful- I have never experienced anything like it. Surely someone can put the original confirmation e-mail from Claire on a headed paper PDF? Can we not just apply some common sense here?

[kids]

@RacheltomSp This is a customer to customer form and the Vodafone Tech Team who monitor these boards step in an help where they feel they can assist further.

Unfortunately it can take 24-48 hours for them to pick up a post depending on how busy they are.

As @hrym has said the quickest way for you is via 191 or Live Chat which I appreciate you are reluctant to use after your previous experiences.

[hrym]

@RacheltomSp As you need to speak to Credit File Support, I'd recommend calling.   I'm pretty sure Live Chat won't be able to connect you, but might try to help, which you do not want.

Edited to add: it's now nearly 5pm.   You need to call immediately.  Insist on Credit File Support, they will have the full history.

[RacheltomSp]

I still want this taken higher. I wil not accept no for an answer anymore. These are people's lives you are messing with and don't even care. Appalling.

[RacheltomSp]

Have been waiting to get through for 15 mins already- guessing that will be my issue too when the credit team have gone home?

[hrym]

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@RacheltomSp wrote:
Have been waiting to get through for 15 mins already- guessing that will be my issue too when the credit team have gone home?

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Probably.   The Credit File Team are the only people who can deal with this.   You may have spoken to them already and it sounds as though you may be pushing on an open door, too.

[Retired-Viki_R]

Hi @RacheltomSp

Please be aware that @hrym and @kids are both customers like yourself and are only trying to help.

The quickest way to get this resolved is to call Customer Services and ask to be put through to the Credit File team.

We have no process for this that would be faster than that.

Thanks,

Viki

[RacheltomSp]

Why did I get referred to a customer forum then when Vodafone hadn't even been able to help and it's such high level for the credit team that now you even think there is more chance of a customer being able to assist? You actually cannot write this ! Apologies to the other guys who were just trying to help- I didn't realise Vodafone even try and get customers to do their work. Still not sorted. Been promised the letter at 9.30 and 11.30 when following up again after they didn't do what was promised so I am not getting any further. I am guessing the chief executive is the next port of call?