I was with Vodafone for many years (10+ years) but in June 2023 I ported my number to another network and closed my account (or so I thought).
However there was apparently an outstanding bill of £24 on the account which was never chased. I never received ANY emails, calls, letters or texts regarding this outstanding balance (£24) so you can imagine my surprise when months later I receive a letter from a debt collection agency. Prior to this I’d always made payments, so of course I’d have cleared that amount right away if I’d been informed.
Anyway in 2023 I contacted Vodafone about this and they apologise for the error/the sum was settled but due to this I was very worried that it would show as a default on my credit file. So in December 2023 I contacted the credit reference agencies and Vodafone and was told it would be cleaned from my credit file and not result in a default. I have an email from Vodafone complaints team reassuring me this was dealt with. Equifax also advised they would remove it from my credit file now they can see it’s been settled.
I believed it had been resolved. However, now in 2024 I am applying for a mortgage and it has been declined. So I paid to access a full credit file and can see a default was placed on my account in error from this Vodafone issue which I was assured was resolved. This is impacting my ability to buy a house. We’ve had an offer accepted on a house but our mortgage application won’t go through due to this.
I need the default removing from my credit file asap and I need this in writing from Vodafone admitting the error. This is causing significant stress, we may lose the home we just found. Please help to resolve this.
I have also raised a dispute with Experian who should be in touch. I plan to raise this as a complaint to the communications ombudsman and take to the press if I have to.
I believe Vodafone’s failure to send any communication informing me of the debt makes this fault lie with Vodafone. Also on a few occasions assuring me this had been resolved and would not progress to a credit file default. I feel lied to and have lost all trust in Vodafone, they are the worst company I have ever dealt with and I regret the many years I was a loyal customer to them.
I am finding it very difficult to get in touch with the relevant team at Vodafone. So far this morning I’ve been on hold for an hour, been give three fake numbers which never connected and told to just fill out a form. I have reopened the complaint from 2023 but I need to speak to someone on the phone today.
Please can anyone help?
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