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Credit score default for £1.99

Crypma
2: Seeker
2: Seeker

Hi, I got an email from you roughly 2 weeks ago saying that you’ve suspended my account for a total amount owed of £12, I was confused since I haven’t paid a bill with you for 9+ months due to credit on my account. I rang up and paid immediately just to avoid any hassle. today I check my credit report and you’ve added a defaulted payment and it’s drastically effected my credit rating. Worse of all I checked my bills and the only amount I’ve ever owed you was £1.99 4 months ago which you never even sent me one email for until recently. £10 of the £12 I aparantly owed you was £5 a month missed payments.

 

I am appalled how you can treat a loyal customer with such disrespect, why would you not email me saying that you’ve been unable to take the £1.99 payment, why does it take you from March to July to email me and why is that email saying you’ve suspended my account? If anyone has any information on what I can do to help the situation I’d really appreciate it. Thanks. 

7 REPLIES 7

BandOfBrothers
17: Community Champion
17: Community Champion

As a default adversely affects a persons ability to apply for credit I think it's terrible that one has been applied to your account for a total of £1.99. I assume this is done automatically by Vodafones systems @Crypma 

 

I would suggest first setting up a direct debit so that this cannot happen again which in your case would have stopped this happening once your account credit had been exhausted. 

 

Then when speaking to customer service on 191 or Live Chat ask for this to be escalated to their Credit File Specialist Teams for investigation.

 

Hopefully they'll agree with you and remove it because if they don't it'll last 6 years even when paid off.

 

Thing is Vodafone are not required to pre warn a person they are actually adding a Default if they feel they have exhausted all means of contact or collection of the money.

 

I appreciate what your saying that you've not recieved written communication to your registered address or a phone call.

 

You also have the option to contact the Vodafone Social Media Teams via these official links Facebook and Twitter.

 

My apologies at having to send you elsewhere to engage with Vodafone UK as I appreciate you came here , signed up and created a post to reach out for help but the Team here can no longer help with Account based issues.

 

But it's the same Social Media Teams here that help and assist via Facebook and Twitter.

 

The Social Media links I've provided are the Official links that the Vodafone Forum Team here would provide you once they caught up and have read your thread.

 

Things have changed as they have decided that help and assistance with account based issues would be best supported that way.

 

I appreciate not everyone wants to use Social Media however it takes but a few moments to create a Twitter or Facebook account and then can be forgotten if necessary. Just a thought.

 

Please remember to include the link to your forum post, along with your username.

 

I wish you all the best with this situation. 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

AnnS
17: Community Champion
17: Community Champion

Hi @Crypma 

 

This is more likely to be a missed or late payment mark against your file and not a default. From the sound of thngs you had a direct debit set up but Vodafone were unable to collect the payment and the direct debit has backed out.

 

If you had owed any money Vodafone should have sent you texts messages asking to to settle the outstanding amount and any outstanding charges would have been on your online account or the My Vodafone phone application before the restriction.

 

This may not be a full restriction you may be able to receive calls and texts messages.

 

It sounds like you need someone to look at your account and find what has happened and this is where live chat comes in.  The forum team will as always get to the thread and be able to offer direct help and support.

 

In the meantime, don't worry this will be sorted.

Loz
Moderator (Retired)
Moderator (Retired)

Rest assured @Crypma, as part of our customer promise we want to get all of your concerns addressed straight away! In order to do this and investigate into what's happened with your credit file, please contact our team via Facebook at Vodafone UK, or get in touch on Twitter using the handle @VodafoneUK. Don't forget to include the link to this thread, along with your username. 

Thanks for your recommendation but exactly what I assumed would happen has happened and the person speaking to me has literally just told me what my bills are and has not answered anything I mentioned in the post above. Any other recommendations? 

Loz
Moderator (Retired)
Moderator (Retired)

@Crypma I'm sorry for any inconvenience that's been caused by this. A member of our team will help you with your query as best as they can! As your query also relates to a credit file default, you'll be referred to one of our Credit File Specialists, that will take a closer look into this tomorrow, when they're back in the office. I appreciate your continued patience.

Just spoke to Rakivant frm the Vodafone Customer Relations Team and he has told me that they did not and do not offer a service where they let you know if a payment has been missed and it is entirely my responsability. How can this customer based company not feel it's a good idea to let a person know that a £1.99 bill, which could massively effect someones life, has not been taken.

 

Seems like you avoid telling people a bill has been missed just so you can charge them £5 a month missed payments fee. Once again I didn't receive a single email, call, text or letter saying this £1.99 bill was due let alone missed. Disgraceful.

 

Rakivant was also extremely rude and argumentative. He's told me i'm unable to talk to a Credit File Specialist, I've recorded the conversation my side and I'll be forwarding it to my solicitor.

TJ
Community Manager (Retired)
Community Manager (Retired)

I'm sorry to hear that @Crypma - I assure you, you will be able to speak with one of our Credit File Specialists via one of our social channels. Please continue to keep us updated and let us know how you get on.