Vodafone default on credit account

[lucy1983bella]

Fw: Default from Vodafone
LR

lucie ridgway
Mon 24/10/2016 22:28
Sent

I was a brief customer of Vodafone 18 months ago but unfortunately due to lack of signal in my work place, where I need the use of my mobile, I had to leave. It took a few weeks of phone calls to get this sorted and in that time I occurred a months bill. As good will this was being cleared and my account was closed.
This past month my husband and I have applied for a mortgage and that's when I discovered I have a poor credit score. I have a default on my account from Vodafone for the small amount of £18 that I was never aware I owed after the contract had been cancelled. As soon as this was discovered I paid the amount.

I've never had any marks on my credit rating and one for such a small amount is having a massive impact on myself

I have emailed Vodafone twice with no reply. I really don't know where to go from here to get this removed from my credit file

Any help would be greatly appreciated!

[BandOfBrothers]

Hi,

You may not have had a response to your email as most emails addresses for Vodafone are not replied to now. 

When you cancelled your contract did you also cancel your Direct Debit at the same time ? If so this would have stopped Vodafone from taking any amounts owed or applying any refunds owed too.

Unfortunately Vodafone do not have to give prior warning when applying a Default on a persons Credit File. These last 6 years. First showing as Owed and then change status to Settled but still remain on the credit file for 6 years. 

This is a help guide I have written 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 notes 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.

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

[lucy1983bella]

Thank you for your reply!
I've had a note added to my file but even so would like to have the default removed.

I made the first phone call in my cooling off period and several other calls to cancel it but after being transferred to wrong department countless times, the line going dead and hours of queueing it took a few weeks to get through to someone to cancel it... Hence a monthly charge arising. Had I got through to someone who could help on the first call I would have avoided that charge but to no fault of my own it took weeks to finally speak to someone who closed the account.

[BandOfBrothers]

Totally appreciate you wanting your Credit File cleared. 

If an error was on Vodafones side then I'm sure they will. 

You would however need to follow the process as outlined in my help link. 

Hope all goes well for you. 

[Retired-LouiseE]

Hello @lucy1983bella

I understand your worry at this situation, I am going to send you a Private Message with further assistance. 

Louise

[lucy1983bella]

Thank you!

[Retired-LouiseE]

Hello @lucy1983bella

Please let us know how you get on. 

Louise

[lucy1983bella]

Thank you I will!
With Vodafone on the news today being fined so much hopefully they can sort their customer service out!

[hossy]

Hello @lucy1983bella,

There was a TV programme on this a little while ago which you can find on Youtube. I think it was either Watchdog or Dispatch but if you have difficulty send me a private message or a reply here.

If an entry was made on your credit file in error then it is the responsibility of the company - i.e.Vodafone- to have it removed and not you.  I understand from the TV prog that big companies' computers are linked to the Credit Reference Agencies computers and can directly update /correct /remove CRA's records. There are three main CRAs.

You need to do your homework first.  I suggest as follows:

1- gather information to prove Vodafone was wrong to make the entry on CRAs' files. Make a formal request for a copy of all the details Vodafone have about you including notes or recordings of your conversations with them with them, copy bills, credit notes, etc. by law you are entitled to receive all thsi info from any organisation and it is called "Subject Access Rights -SAR." For this you need to fill in a form and post to Vodafone. The form is on Vodafone website and here is the link:

https://www.vodafone.co.uk/cs/groups/public/documents/webcontent/vftst031658.pdf 

2- Email the current CEO of Vodafone, N. Jeffery, and request that the erroneous entry is removed from CRAs files. I tried putting his CEO's email address here for you but it is not allowed. If you google it you will find it.

My experience of dealing with Vodafone's customer service is very bad, so I would go straight to the CEO.

3- If no joy, contact the Ombudsman and Offcom.

Good luck.
 

[lucy1983bella]

Thank you!
I will have to try abitger route as I'm emails to the correct department are still getting no reply!
Will stsrt looking at your info!