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Account Closed and Settled But Still Reporting to Credit Reference Agencies

2: Seeker

Hi.

 

Another ex-customer here who has discovered that for some reason Vodafone haven't closed either of my accounts properly, despite having moved to another network using PAC codes well over a year ago.

 

Please could you help me get this resolved?

 

Thanks.

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Moderator
Moderator

Hey @mtoreilly, thanks for getting in touch. One of the Credit File Specialists in our team will be happy to take a closer look into this for you. 

So they can access your account securely, I've sent you a private message over with details on how to get in touch.

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2: Seeker

YOU CAN SORT THAT OUT BY CONTACTING THE CREDIT AGENCY AND ASKING THEM TO REMOVE FROM YOU REPORT

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2: Seeker

CONTACT THE CREDIT REFERANCE AGENCY AND ASK THEM TO REMOVE IT FOR YOU BECAUSE YOU HAVE TO INFORM THEM THAT THE ACCOUNT HAS BEEN CLOSED

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2: Seeker

@MICKEY69

 

It’s not the individual’s responsibility to get it removed from a credit file, though. Once a credit account has been settled it’s the responsibility of the creditor to mark it as closed with the credit reference agencies. 

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1: Seeker

Hello,

same issue here. I sattled my account a few years back but when tried to move back to Vodafone a few months ago my application was denied and after some calls and hassles I was told that it shows that my account is still active.

Looking at my credit report, this is indeed the case...

 

Cheers

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2: Seeker

The following might be useful info for people. 

 

Finally got to the bottom of it: my two accounts were both still active because there was a credit balance on both of them, so the accounts couldn’t close because Vodafone owed me money (almost £30 between the two). 

 

It is now sorted, refunds have been issued and assurances made that the accounts will now show as settled. 

 

Glad it’s sorted and pleased that the people I dealt with were very helpful but VERY disappointing and frustrating that this was allowed to drag on by Vodafone. They never had trouble getting in touch with me previously and given I paid by direct debit there is no reason they couldn’t have just refunded it themselves. 

 

Seems a bit naughty to me - all those £30s add up to quite a lot of extra money for Vodafone if they don’t try to get it back to customers...

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4: Newbie

Hi Vodafone Team

 

I have just discovered I have a 10-year old account sat in the same position.

Reporting paid every month even though it's been closed for ages.

 

Can you help me get in touch with the credit team also please?

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Moderator
Moderator

@bgs264 I'm sorry to hear you're in a similar situation, I understand how concerning this may be. A member of our Credit Specialist team will be more than happy to take a closer look into this for you. To do this, I've sent you a private message with details on how to get in touch with us. 

 

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2: Seeker

Same as everyone else and highlights every single thing anyone needs to know about Vodafone as a company today.

 

Why I have to chase you up to remove you from my credit file is beyond me and probably anyone else reading this! So if I can also have the super secret information that you simply can't post on how to remove you I'd appreciate it.

 

Sigh.

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Moderator
Moderator

Hey @GavTheMighty, one of the Credit File Specialists in our team will be more than happy to take a look into this for you.

So we can access your account securely and keep your personal details off a public platform, such as the Vodafone Community; we send out the private message for you to get in touch directly. Please complete the form included and someone will be in touch.

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2: Seeker

Hi, my account is also still appearing on my credit report despite having ended the contract in 2016 (the balance is £0). Can you please get in contact to help resolve this issue.

 

Thanks,

 

Connor, 

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Moderator

@connorvalerio I'm sorry to hear your closed account is still reporting on your credit file, we'll gladly look into this for you. I've sent you a Private Message with instructions on how to get in touch, please follow the steps included and we'll get everything closed off for you. 

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4: Newbie

Hi Josh,

This issue is also affecting my wife, we've found out after checking her credit file since this happened to mine.

Since this is apparantly affecting so many people, and these are just the ones who have (a) checked their credit file, (b) spotted this, (c) contacted you about it on this forum - surely there are still many more affected who aren't even aware.

 

Can you not run some sort of query, see who it's affecting and fix it, without leaving the onus on the affected ex-customer to both find it and take steps to get it fixed?

 

Incidentally, whist the support on the forum has been spot on, when you try to contact through Live Chat or on the phone, your staff have literally no idea what I was talking about which was incredibly frustrating. I was even told on live chat that my record simply couldn't be opened any more because it was old! 

 

Thanks

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Moderator

@bgs264 I'm sorry if our Live Chat and phone support teams haven't been able to help much around the credit file query, typically they should've transferred you through to our dedicated Credit File Support team instead. We'll be more than happy to help your wife too though, I've sent you the contact link via Private Message to get in touch. Please get your wife to follow the steps included and we'll look into getting everything closed down. 

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2: Seeker

Hi;

 

I have the same problem, recently been checking my credit report and have found a Vodaphone account still reporting despite having left Vodaphone over a year ago.  I've been trying to contact via the live chat but its constantly busy - Would anybody be able to help?

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Moderator
Moderator

@johnhall77 I'm sorry to hear your account with us is reflecting against your credit report , since cancelling your contract - I understand how unsatisfying this must be. So a member of our Credit Specialists can take a closer look into this, I've sent you a private message with details on how to get in touch with us.

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2: Seeker

i am also havign the same issue, can you private message me so i can get in touch

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Moderator

Hi @anilv100 I've also sent you a private message with details on how to get in touch. 

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