Cancelled account but still charged and bad credit rating [Personal details removed]

[claireaylmer]

I had closed the account on the phone and in store over 2 years ago and cleared all outstanding payments.

I  have recently been told that my credit rating has been destroyed because of an outstanding debt on this account which occured because Vodafone had not infact closed the account despite confirming with me that they had. I want Vodafone to authorise the credit rating authorities to remove this from my record.

The chain of events is as follows

1. It took me along time to get throught to customer service, but when I finally did they said that I had to go instore to cancel

2. i went in store (wokingham) , and was told that I had been given the incorrect advice, and that I need to call customer servie. I insited that the shop call CS on my behl;f which after initial protestations.... they did.

3. they then confirmed that this had been done

4. I then started looking for a property to buy based on the fact that I had an excellent credit rating when I checked prior to a search previously, Found a perfect property at a below market price. Confirmed that I wanted to buy the property, and spoke to our mortgage broker to proceed

5. was then told that my credit rating was very  low because of an outstanding debt with vodafone for c. £40. And what's more, I would have that for the next 5-6 years.

6. I spoke to Vodafone again, and was told that I needed to speak to their credit team on this number 08700601414 ( I have written transcript of the IM on this correspondance)

7. I called this number and was told by the person who answered that this was not in fact the credit team number, I had been put in contact with Transunion - the credit score company. Transunion said that Vodafone should know full well that they are unable to do anything.

8. Transunion have said that I need to talk to Vodafone on this, as only Vodafone can tell them to make the amendment

9. I am now on the phone with Vodafone (after having waited a long time), who are saying they can't do anything. I have asked them to escalate matters and they are now trying to find out who we need to speak to. They are rude and impatient.

10 - update: I am speaking to someone who has no idea about debt, credit rating, and impact of a bad score in the UK , so is saying it is hard for him to know who to speak to. we have asked him to just escalate

[Effie]

Hey @claireaylmer I hope you're well. I genuinely am sorry for the experience you have had and for all of the upset and frustration caused. 

Please get in touch with our Social Media team here so they can securely access your account and help get this all resolved for you.

Please add a link to your post in your message to them so they can see everything that you have written as this will help them in their investigation. 

[claireaylmer]

I had closed the account on the phone and in store over 2 years ago and cleared all outstanding payments.

I  have recently been told that my credit rating has been destroyed because of an outstanding debt on this account which occurred because Vodafone had not infact closed the account despite confirming with me that they had. I want Vodafone to authorise the credit rating authorities to remove this from my record.

The chain of events is as follows

1. It took me a long time to get through to customer service, but when I finally did they said that I had to go instore to cancel
2. i went in store (wokingham) , and was told that I had been given the incorrect advice, and that I need to call customer servie. I insited that the shop call CS on my behl;f which after initial protestations.... they did.
3. they then confirmed that this had been done
4. I then started looking for a property to buy based on the fact that I had an excellent credit rating when I checked prior to a search previously, Found a perfect property at a below market price. Confirmed that I wanted to buy the property, and spoke to our mortgage broker to proceed
5. was then told that my credit rating was very  low because of an outstanding debt with vodafone for c. £40. And what's more, I would have that for the next 5-6 years.
6. I spoke to Vodafone again, and was told that I needed to speak to their credit team on this number 08700601414 ( I have written transcript of the IM on this correspondance)
7. I called this number and was told by the person who answered that this was not in fact the credit team number, I had been put in contact with Transunion - the credit score company. Transunion said that Vodafone should know full well that they are unable to do anything.
8. Transunion have said that I need to talk to Vodafone on this, as only Vodafone can tell them to make the amendment
9. I am now on the phone with Vodafone (after having waited a long time), who are saying they can't do anything. I have asked them to escalate matters and they are now trying to find out who we need to speak to. They are rude and impatient.

I am now seeing that my post has been rejected

Update: CS have Now been told to go to the shop!!! We know they does not work

I have explained that we do no mind that they do not understand the issue we are trying to solve…. But I Do need them to escalate….
I am back on hold

[BandOfBrothers]

@claireaylmer 

I appreciate how damaging a default can be on a credit file as I've experienced the same in the past too, albeit not in connection with Vodafone.

The Vodafone Social Media Teams have a dedicated Credit File Specialist Teams who can help if the default isn't warranted.

Contact-us-for-account-specific-queries. 

Also speak with Experian who can help and advise too.

Default-on-your-Credit-File-How-to-add-a-Notice-of-Correction. 

[claireaylmer]

Oh dear. I have to go to another page on the forum, to then go to facebook.... i have been waiting for 10 mins for "Monali" to reply to me after disappearing. I have prompted with a "hello" to check if she was still there... but no reply...

Unbelievable.

And very clearly a conscious decision by Vodafone to handle CS poorly.

[Effie]

I appreciate that it is frustrating @claireaylmer and I am sorry that you keep being directed elsewhere. For security reasons no accounts can be accessed on the Community. Instead this is more a general advice and tips platform. If you ever need account specific help, you do have to speak to one of the Customer Care teams directly. 

If you have messaged in on Social Media then a member of the team will get back to you as quickly as they can. Just be aware that unlike LiveChat, the teams on social media work on a queue based system and therefore you will be responded to when an agent is available to respond.

[abi94]

Hi!

Vodofone forgot to close down my account, I have proof of this and they have put my account as a default payment which has impacted my credit score. This was 5 years ago and I have just found out. Can I get compensation in the UK for them affecting my credit score due to an error on their part which has stayed on my file for so long. I have been on the phone for an hour now speaking to a customer service representative who doesn't understand UK credit and how it's impacting my Mortgage application - which just adds to the frustration. Reading online I cannot believe this is something they have so frequently made mistakes on - they need to do better as it affects peoples financials. I am currently speaking to a legal team as I plan on taking legal action, the lack of empathy or support in trying to rectify a mistake on their part is concerning.

[abi94]

Hi! Vodofone forgot to close down my account, I have proof of this and they have put my account as a default payment which has impacted my credit score. This was 5 years ago and I have just found out. Can I get compensation in the UK for them affecting my credit score due to an error on their part which has stayed on my file for so long. I have been on the phone for an hour now speaking to a customer service representative who doesn't understand UK credit and how it's impacting my Mortgage application - which just adds to the frustration. Reading online I cannot believe this is something they have so frequently made mistakes on - they need to do better as it affects peoples financials. I am currently speaking to a legal team as I plan on taking legal action, the lack of empathy or support in trying to rectify a mistake on their part is concerning.

[Gemma]

Hi @abi94 - I can completely understand your concern with this. We take your credit report seriously and my team can investigate this further. If there are any errors, then we'll work with our Credit File team, to get these corrected. Please send my team a message on one of our Social Channels.