Vodafone saying I defaulted after cancelling

[chuckles45]

I had a lot of problems upon leaving vodafone in May 2016. 

My phone number was linked to my mums account - as in it was under her account but the bank/direct debit details were to my account (this only happened as she bought the phone for me as a birthday present one year in person and so it had to be under her name). 

I tried to change my contract in early 2016. Vodafone incorrectly put me on a contract that I did not agree to. Afte rmany months and many arguments and phone calls, they eventually realised their mistake and agreed to cancel the contract in May 2016, providing me with my PAC code and I joined Three.

Now 18months later, I have been declined for a mortgage as it says I defaulted on 6 months worth of payments. However, they agreed to cancel the contract so there was no more money to pay on the account, especially not a further 6 months worth of payments. 

I have just used the Vodafone Chat on their website and the guy is saying there is no record of my account being on my mums account. Which is ridiculous as I was on her account for 4 or 5 years. 

[BandOfBrothers]

Hi @chuckles45

May I ask the following questions....

1. Were you sent a Sorry your leaving letter. 
2. Did you receive a final bill after using your PAC Code which usually takes 1-2 weeks. 
3. Did you receive a £0 bill after paying. 
4. Did you cancel the Direct Debit soon after using your PAC Code. 

Please let the Vodafone Social Media Team here catch up with your thread and I’m sure they’ll try to help you. 

A help thread I put together which may also help you >> https://forum.vodafone.co.uk/t5/Off-topic/Default-on-your-Credit-File-How-to-add-a-Notice-of-Correct...

[chuckles45]

No sorry I’m leaving letter. I’ve spoke to Vodafone and they have said there are no defaults on the original account. However they were trying to separate out my account from my mums account (but never managed to) but I’m wondering now if they did manage to and so when they cancelled it they cancelled my account on my mums, but actually another account had been created in my name.

i never received postal bills and I can’t  go onto the account now to see the bills and it was so long ago I’m not sure what happened. It was months and months of weekly two hour phone calls to get it cancelled in the first place so I’m not surprised they’ve done something like this. 

[BandOfBrothers]

Either ask customer service to escalate this to the department I name in my earlier link or let the team here catch up to help. 

Best of luck. 

[donnyguy]

Wow is all I can say to this one. I'm not overly confident that Vodafone's systems are great when it comes to credit reports. In fact type into Google 'Vodafone stopped me getting a mortgage' and you'll realise you're not the first person this has happened to.

My closed account continued reporting to my file after I closed it (albeit at zero) and I had to raise it via this forum to get resolve.

From your perspective, this is a problem in the here and now if it's causing you problems obtaining a mortgage. It also sounds like you're banging your head against a brick wall with front line customer care (again - something, sadly, Vodafone is famous for these days) so I would recommend:

• If you need an urgent response, go to www.vodafone.co.uk/complaints and give them a call. They want to resolve issues like this (before they end up as another example in the media as to how bad Vodafone mistakes are) and the team who answer the calls are really good. If they're not able to help, they'll escalate to the right people to get this resolved. Mistakes can be removed from credit files very quickly. But keep right to the point, you messed up an account seperation and have listed defaults on my credit file. I want them removed.
• If this isn't super urgent, then do wait for the forum team to respond. They'll send you a link to a form to complete and they'll put you in touch with the people who can resolve this.

Personally I'd probably go down the first route, I'd also get this logged as a complaint so therefore you can escalate if it's not fixed quickly and to your satisfaction.

But I really hope this gets resolved quickly. I think my head would explode if this happened to me 🙂 

[Gemma]

@chuckles45 - This isn’t good to hear.

One of the credit specialists in my team can look into this for you.

Please send us your details by following the instructions in this private message.