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I had a contract with Vodafone a few years ago (in 2016 or 2017). I was having issues with multiple things (being overcharged, very bad signal and bad customer service experience) and decided to terminate my contract early due to these issues to switch to a different company. I contacted Vodafone to complain about these issues/ being overpaid even though I had a spend cap on my account which somehow their system removed. In the end after numerous phone calls and Web chats the Web chat customer service team agreed to offer me a gesture of good will voucher since they overcharged me and provided highly unacceptable signal and poor customer service. I paid off my final bill with Vodafone (the 'gesture of good will voucher' for £36 was included in paying off my final bill) to bring my balance down to 0 and even confirmed with the customer service rep that my final bill was fully paid and that it included the gesture of good will voucher. The customer service rep confirmed that my final bill was paid and I did not have to pay any more to Vodafone to end it. I was then told to cancel my direct debit to make sure that no more money would be taken from my account.
Approximately 6 months later a letter from a debt collection agency was sent out £36!
Due to this I immediately was given a default on my credit score completely unfairly. I was made aware of the mistake that they made. I did not receive any letters or efforts to contact me regarding the mistake they made were sent. I also work abroad and would not have been able to contact them even if they had of contacted me.
I spoke to Vodafone and the customer service rep could not find the we chat from a few years ago which is a discrace. I'm sure it is stored in the system archive somewhere and they just did not look hard enough. Now I am unable to get a mortgage application jue to their error. I did not owe Vodafone £36 in the first place. They have not removed the default on my credit file which was totally unjustified. I cannot get a mortgage because of this and it is really effecting my mental capacity. Just seems very unfair.
Please advise on how we can fix this?
This is not straight forward I DM them on twitter they asked for my phone number to send a confirmation 4 digit text I do t have the number any more as I terminated it. It is a bot so I can't exain it to them
Thanks for raising this to us @Crea323. If you reply to the automated message on Twitter with any details you have for the account you had with us (such as the account number, registered postcode or email address) our team will reach your message and reply as normal.