CREDIT TEAM CONTACT

[Bdurand]

I had a contract with Vodafone over 3 years ago. I was told that to end my contract a fee of £190 was to be paid due the outstanding balance. This was reiterated several times before paying the balance to confirm process.   As much as I was aware this was terminated. I had no further acknowledgement. No letters or contact. I have since checked my credit report in which shows that a default has been placed due to an outstanding fee of £250? However I have never been notified of this and as far as I was concerned my account was closed once I paid the outstanding balance.  This has now effected my credit. I have contacted Vodafone to try and resolve this issue to be told they cannot find any account information linked to my name or the number in which I had an account with. I really could do with this resolving and removing from my account to level my credit score 

[Bengarnett90]

Hi,

please can someone get in touch with me regarding a default on my account. I had an outstanding bill of £372.11, which I’m sure I paid in February 2017. However it is still showing on my credit file as unsettled and hindering morgage applications. I have contacted Vodafone through the online chat But they cannot find any trace of my account with my old phone number, account number or post code. 

I need this settling but no one can find the account which I find bizarre? 

please contact me to resolve.

[Bengarnett90]

Hi,

I also have a default on my credit file which is not showing as settled, I have tried to speak to Vodafone but they cannot find my old account even though I have the letter I received in 2017 from Vodafone with the outstanding debt. Please can you contact me I’m going around in circles and I want to get a morgage this year. 

[Beth]

@Bengarnett90 Please click here to speak to an agent via social media in regards to this. 

If you have access to any of the following information, we should be able to access your account not a problem:

• Your old phone number
• Your account number
• Your email address
• Your full name and postcode

I hope this helps 😊

[Cjw2020]

I have had a contract  with Vodafone since 2003, in 2014/15 I got into an abusive relationship and spent three year being both physically and financially abused - my phone, cards and income were taken from me. In 2017 my account was defaulted as 2k had been run up on my phone bill, I called vodafone to explain the situation but they said there was nothing they could do. In 2018 I managed to leave the relationship and by last year I managed to pay off all the debts that had been run up under my name. I called Vodafone again this month to

see if due to my circumstances they could remove the default from my account but they refused saying that "emotional issues" would not be taken into consideration, the fact was the bill was paid late and here was nothing they could do.I understand that for them late payments are black and white but abuse is not an "emotional issue" that can be dismissed. When I asked if I could escalate my complaint via email as the way I was treated on the phone after being a customer for 15 years was dismissive, I was told that "he knew what he was talking about" and "Vodafone don't have emails". It really felt a complete  disregard of those suffering with domestic abuse and not recognising the severity of how a person's life and finances can be impacted and an unwillingness to show any compassion or understanding 

[BandOfBrothers]

Hi @Cjw2020

I can't even imagine what you've been through but I do sympathise with the situation you was in and the striving you have accomplished to get things back on track.

In regards to a default this does last 6 years but does look better on your File when the debt is paid as the status changes from outstanding to settled.

Now you can most certainly raise a complaint 

You can also speak with the Vodafone Social Media Teams via the links already in this thread as they have a dedicated Credit File Specialist who can investigate this for you however if they find again the default is warranted they wouldn't remove it I'm afraid.

I totally appreciate the ordeal you have mentioned but Vodafone have a duty of care to report such instances on a persons Credit File.

That said I wish you all the best with this situation. 

🏳️‍🌈Stay Safe 🏳️‍🌈

[JashNeeds]

Hello, I have had a similar issue with Vodafone too. Their debt management services contacted me with regards to a bill I apparently hadn't paid. For months I went back and forth stating that I don't have a Vodafone account at all and I didn't  understand what it was in relation to. Long story short, I ended up paying the outstanding amount of around £54. However, Capital Resolve had failed to communicate to Vodafone that I had paid, before their new debt company had taken over (Lowells).  In the meantime, Vodafone put a bad credit scoring against my name.

To make matters worse, Lowells then came after me for exactly the same reason as above because they hadn't been updated by Vodafone who weren't updated by Capital Resolve to pay an unpaid bill amounting to around £64. Again, despite explaining the situation several times, I paid them and the matter was resolved. However earlier this year I tried to apply for a credit card and mortgage and can't get one. This is ruining my life!

I have been trying to get someone at Vodafone to take this seriously but each time I speak to an agent, because I don't have a Vodafone account they can't identify me - which is ironic as this is the mistake I am trying to get them to resolve!!

Their agents don't know what to do and they've even told me to go to the nearest Vodafone shop and speak to someone there. I got laughed out of the shop and even they said what ill advice I have been receiving. They also confirmed that I don't have any Vodafone accounts. PLEASE can someone help suggest what to do next.

[Lucy_F]

Hi @JashNeeds I'm sorry to hear this experience you're having with us,  thank you for sharing this. We wouldn't want any customers to be left with unanswered concerns, we're here and happy to help. 

You can raise a dispute regarding a credit report with us via this form. Our Credit File Support Team will review the escalation and contact you back with a response, or a proposed resolution. 

I apologise for the trouble you've faced when contacting us regarding this previously, this is not the service we aim to be providing to our customers. If you continue to face any difficulties in obtaining a resolution, or an explanation please reach out to our Social Media Team here for further assistance.