Credit File Default - No Reason - Account Settled in Full!!!

[PhilR1977]

Vodafone have registered a default on my credit file for no reason. I am a former customer for Pay Monthly, I had three pay monthly lines in my name, my own, one for my wife and one for my eldest. I had been a customer since 2010 but I had a series of issues and decided to move all my lines to Virgin (who are far superior CS wise!).

My main line was in contract but I paid in to come out of the contract. My other two lines were already out of contract. I have never missed a payment and there is no debt. I have had no letters or emails to say there was any money owed yet your incompetence is now meaning I cant re-mortgage my property. If i have to call your call centre i might just drive my car off a bridge as i cant bear to think about how many hours i have wasted talking to clueless agents that don't give a hoot or have adequate training to do their jobs effectively, not to mention the hold music and time it takes to get someone to talk to you. You are legally obliged to put this right and quite how you can justify taking such an aggressive and damaging  course of action without emailing or writing to your customers beggars belief, but then nothing your company does surprises me anymore.....

[hrym]

There's a dedicated Credit File Support team who deal with exactly this kind of situation.   Your best bet is to contact the Social Media team on Facebook or Twiiter and ask for the matter to be escalated.   If you put in a link to this thread, you won't have to repeat yourself to them.

The advantage of this approach is that you don't have to wait on the end of a phone or chat session while you're waiting ror a reply.

[PhilR1977]

Hi Hrym,

Thank you for your reply. I read about this face-less "Credit File Support" team in a previous post / thread, but unfortunately I am not on Facebook or Twitter.

It says it all about this company that they have a "support team" that, by the sound of it doesn't have a contact from, a phone number or an email address, and the only way to get in touch with them is to trash them on social media. Such irony, and so typically Vodafone. 

[BandOfBrothers]

Hi @PhilR1977 

I appreciate from my own personal experience how damaging a default can be.

Good advice from @hrym 

You can also contact Experian who maybe able to advise and if relevant add a Notice of Correction.

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

I wish you all the best.   

[PhilR1977]

I am just speaking to their complaints line. The previous agent I spoke to told me the account was settled and that was an end to my Vodafone debacles.

In true Vodafone form the complaints person has told me that the previous agent that dealt with my cancellation didn't make any notes about our call on their system or properly action the cancellation request.

As I was cancelling my Vodafone number I asked the to record my contact details so they would have a phone number and up-to-date contact info should any issues arise. They of course have my postal address and they have my email address but nothing from them at all, just a "Default" without any communication. 

It turns out that I did have a balance to pay but nobody told me so i have just paid it in full as i would have done at any point had they been in touch but they just decided to trash my credit file without telling me instead. 

2010 I joined Vodafone and 2022 I left. I will never, ever go back. They are the worst company I have ever had the miss-fortune of dealing with and I've dealt with some pretty rubbish ones in my time. 

[hrym]

A lot of (probably most) companies run customer service on social media these days and it can be quite useful be be able to post an initial complaint publicly.

I'd therefore consider an account (Twitter is probably easiest) for this reason alone.  You don't have to use it for anything else and you can lock it down as tightly as you wish.