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Vodafone's mistake trashed my credit rating from excellent to poor

3: Seeker
3: Seeker

I was very excited to join Vodafone when they assured me that for a small fee my Apple Watch Ultra would be connected as soon as my account went live. Unfortunately, this was not the case and after weeks of escalating the issue and hours of calling Vodafone's support for which most of it was spent on hold, and being passed to numerous other departments within Vodafone trying to get my watch connected on cellular connection, numerous promised deadline dates passed and still no connection.

I became fed up and frustrated and requested cancellation of both my Apple watch and iPhone accounts as I was continued to be billed for a watch connection that I never had connected successfully.

I was then told in July '23 that I could not cancel and had to give 30 days notice which meant that I had to pay a further month subscription for a connection I still did not have.

I opted to start a new contract with a rival company who asked me to call their support line once my phone had gone live. I did this and they connected my watch with a cellular connection within 3 mins of my call. This, I thought would be the end of Vodafone once I had settled my final bill with them which was taken automatically by direct debit. Once I had made my final payment I cancelled my direct debit as advised. It was then a shock when I received a letter from a debt collection agency informing me that I owe money to Vodafone that I have not paid, and if I do not pay within the time period stated I may face court action. I was also informed that this would impact my credit score, which I'm proud to say have always been excellent.

I immediately contacted Vodafone and asked two questions. 1. Why was I not informed by them, either by text, email or telephone call, that I owe them money and that the first time I became aware of this was via said threatening letter from a debt collection agency? 2. Why was my phone and watch subscription still live when I had followed procedure in requesting cancellation of both?

Vodafone could not answer my first question or indeed give any reason as to why I did not receive notification of money owed. Vodafone did say, however, that there was an error in their system and that my account was not cancelled as requested. They confirmed that this was not my fault but theirs and to ignore any further debt collection agency letters.

From July to November '23, I have continued to receive debt collection letters now threatening that court action, and believe it or not, DISCONNECTION, may now be imminent due to monies allegedly owed.

During the time from July to November '23, I contacted Vodafone numerous times as I was uncomfortable ignoring debt collection letters. I spent literally hours on hold and trying to explain from the beginning on every occasion why I was calling, not to mention having to pass security when on each call I was passed from department to department, on one occasion six times over a two hour period.

Situation now, November 10th '23, I have spent my final 2hrs 20mins being on hold and trying to explain to five departments (I think I spoke to one department 3 times) whilst having to pass security with each one and also being on hold so they could all read my notes from July to present day.

I have still not been able to resolve and again when I asked to speak to a manager, I was on hold for 20 mins while they tried to locate one without success. I literally had to demand, after asking numerous times, which organisation regulates Vodafone. I was then told this was OfCom.

I am now contacting OfCom and a solicitor to take on both Vodafone and the collection agency as I'm now concerned of the legal ramifications for ignoring debt collection letters any further. I have now been informed that Vodafone actuality owed me money and this kept my account open which bizarrely as a negative affect on my credit score. My credit score is now trashed and the one negative impact on my credit score is an alleged outstanding Vodafone account.

I am at a lost with what to do next except go to OfCom and solicitor.

I am told on each call that calls are recorded footer training and monitoring purposes. I don't know who listens to these calls, or if anyone does at all, as nothing seems to improve with Vodafone.

That's my story and my situating to date - still unresolved. I would be interested to know how many other valued customers this had happened to as I am sure I'm not alone. I feel I have been punished for never missing a payment, following the rules and ultimately, dare I request, to leave Vodafone. I am now haunted by the song, 'Hotel California' by the Eagles, as this describes another company that you could check in but never leave.


I’ve had a very similar experience. Vodafone should have closed an account when switching to another provider. I was assured by customer services that this wouldn’t affect my credit score, she promised to double check and would  put a stop to any missed payment notifications being made, I was told I would be given a partial refund for the months they had continued to take the direct debits. I never received the refund and they have reported a missed payment on my credit file! Now I’ve got to pass their ridiculous security questions to try and resolve this!!! Extremely stressful

Ombudsman doesn't investigate Vodafone. Says everything you need to know. They are above the ombudsman so they can do what they like. Lesson learned. NEVER USING VODAFONE AGAIN. 

I complained to vodafone a second time over the missed payments on the account that I owed nothing on. I received a final call to tell me they would not remove the missed payments from my credit report and the complaint was dealt with. The night before the call I got a notification on clearscore saying my report had changed. When I checked, Vodafone had only just closed the account which had been left in default for over a year! When I asked them who had accessed my credit file they said "the credit team probably just went in to check everything was ok". Vodafone are disgusting! 

I went to complain to the ombudsman to find out they don't investigate vodafone (as per the link). I sent an email with my complaint and the ombudsman didn't respond lol.


Hey @Matt37 I'm sorry to hear about this. We can absolutely get this looked into and request any defaults and late markers be removed from your file if these were caused by a Vodafone error. So we can get this all sorted, please pop the Social Media team a message here