Account is not properly closed...

[donnyguy]

This is a topic that has come up time and time again so sure it's a really easy fix. Just a case of getting to the right people to resolve isn't .

So I had multiple lines with Vodafone which I have slowly moved away. The last of my lines moved in July. Since then I haven't had a final bill. 

I was £19.16 in credit and that amount simply carried over from bill to bill. I contacted Vodafone recently via the social media channels to try and report this issue and get this resolved. 

The usual horrific experience although they did issue a refund for the £19.16 as they seemed to believe this was what was holding the account open. 

Shock horror though, my latest bill is £0 but still isn't a final bill so looks like I'm going to be stuck getting £0 bills each month moving forward.

All I need is for someone to point this to the right people who close accounts that are stuck open in error. It's actually not a huge deal, its just another account on my credit file that's being paid on time. But as I'm no longer a Vodafone customer. I'd like to closing properly.

I don't have the appetite for another hour or so chatting via social media to people who don't recognise the problem statement and don't have the tools to resolve. 

Hoping I can get some support here from the Vodafone team. 😁

[Jason]

Hey @donnyguy. It's concerning to hear that your Vodafone credit file entry is still showing as 'Active' after closure, we understand how puzzling this must be. 

Generally speaking, although some third party sites produce weekly or monthly reports, it may take up to 30-60 working days for you to see any changes, including account closures. A great example would be ClearScore, although weekly reports are produced, the information can be up to two months old - for the most up-to-date credit file information, we do recommend using major credit reference sites such as Experian, Equifax or Transunion.

The above being said, because we don't have account access via the Community, I would recommend getting in touch with our Social Media team. The dedicated team can then liaise with our Credit File Support team to ensure that your Vodafone credit file entry is marked as 'Settled' and/or 'Closed'. 

[donnyguy]

Thanks @Jason ,

You'll see from an earlier post on this thread that I'd tried that and found myself chatting with someone who wasn't able to grasp the problem statement or offer support.

So having already invested far too much time and effort in this, I'm not really on the page of wasting any additional hours getting frustrated on live chat. 

I do understand your reply, and that you're not able to support via this channel by getting my details across to the credit file support team, I just had to ask.

My next step is to email in which I think is overkill for something that should be super simple. But I do need someone to own this now. 

[donnyguy]

Just to keep this thread updated, the account is still reporting to my credit file 🙄

They must think I have an unhealthy interest in Telco having so many live accounts

[Jason]

Thank you for keeping us posted @donnyguy. I've checked with our Social Media team and I can confirm that your concerns raised have been addressed. For additional information I would recommend referring to my reply dated 25th November 2022. 

[donnyguy]

Hi @Jason 

Thanks for the reply. Can you clarify what you mean by “your concerns raised have been addressed”?

They haven’t been addressed at all. I still have a live account showing on my account despite closing it in August. A common theme on this forum I might add.

What the team have assured me is that they are FINALLY (I’ve been asking for months) agreed to get my account across to your credit file team for them to resolve. 
Despite your reply a month ago, my credit file has updated again and shows live for December. 
I await you confirming my understanding is correct. As I am now worried that referring me to an old reply which feels a little like I’m being dismissed as well as saying “my concerns have been addressed” (feels the same way)

I just want confirmation this is being dealt with offline by the appropriate team. 
Many thanks 

[Jason]

Rest assured that it would of never been my intention to make you feel like you were being dismissed, my intentions were the total opposite - as part of the Community we're here to help and support. 

Referring to your question, I can certainly provide further clarification. Although I'm unable to disclose the ins and outs of your social media conversation on the Community, I was simply stating that our Social Media team had received and responded to your request and accompanying Community link detailing more information.

Generally speaking, it can take 3-5 working days for any requests to reach our Credit File Support team - this may take slightly longer during the holidays. Once actioned, the dedicated team advise to allow 48 hours for the amendment to reflect with lenders and on major credit reference sites i.e. Experian, Equifax and Transunion. As touched on in November's response, although some third party sites produce weekly or monthly reports, it may take up to 30-60 working days to reflect.  

As we don't have account or system access via the Community we would be unable to check your account for confirmation from our Credit File Support team that the requested amendment has been actioned. That being said, after the advised time frame our Customer Care team will be more than happy to check via Live Chat online, social media or over the phone on 191 free from a Vodafone mobile (03333 040191 from any other UK phone - standard charges apply).

[Getafix]

@donnyguy When you have multiple Accounts with Vodafone, they struggle to close previous ones properly.

I opened my Account in early 2000. In 2016/17, I had several billing/App issues and after not finding a Resolution to the Billing/App issues, the Director's team decided that best to delete the Account and create a new one.

@Gemma will vouch for it. As lost a bet with me while trying to resolve it. Still owes me a Lunch date. 😉

That Account is still on my Credit Report with my new Account.
I did try to get it closed but gave up as I had already struggled with the initial Billing/App issues.

[donnyguy]

The good news is that my issue is finally resolved. I now have a closed Vodafone account showing on my credit file. Albeit with zero contact from the credit file team to say this is now resolved.

The only reason I know it's clearly had manual intervention is that we've gone from showing a live account in December 2022 to a closed account in January 2023 with the data now (incorrectly) reflecting the account was closed and settled in February 2022. It was actually August 2022 but it doesn't matter, I'm taking the win. The account now shows closed.