Default on credit file but no bill ever received

[Rob292929]

I moved to EE around a year ago now and contacted Vodafone to cancel my contract and obtain a puk code to carry the number over to EE.

This was done and i was told a final bill would include the cancellation cost and be issued as usual. Unfortunately it was anything but usual. No email bill as usual, no phone calls or sms chasing non payment and no letter ever received until a debt collector wrote to me saying the account was in default.

I have paid on time for several years and given no reason to vodafone to think tthat I am not being honest here. They have been unable to explain why I did not receive communication and told me two letters were sent (never received either). They could not answer why no phone calls or sms were made.

They are saying because the account was defaulted they cannot change the credit entry. Despite not being able to evidence a default was issued in line with the consumer credit act as I was never given the info - http://www.legislation.gov.uk/ukpga/1974/39/part/VII/crossheading/default-notices

I am also planning to contact the FCA and discuss the lack of fair treatment of customers. Motormile (now Lantern) got in big trouble with the regulator for not making the same level of effort to contact customers when redress was owed and they had to redress a lot of money for not using all of their usual contact mechanisms to contact a customer. The fact vodafone decide to stop email, sms and phone call when you are no longer a current customer is abhorrent. The idea that they then want to penalise you for the next 6 years without having given oppurtunity to pay the bill prior to a default is disgusting.

I need this resolved asap so I can get back to house hunting and move on with my life. To reiterate i am happy to pay the money I owe but want the credit reporting rectified to avoid taking this further with the FCA and any other regulators of vodafone.

[BandOfBrothers]

Hi @Rob292929 

I would suggest to contact the Vodafone Social Media Team via Contact-us-for-account-specific-queries as they have a dedicated Credit File Specialist Team who can investigate this for you.

🌈 Stay Safe  🌈 

[hrym]

The final bill is normally sent by post, so if you moved, or it simply got lost, you wouldn't see it.   I assume lost in transit is allowed for and a reminder sent, but I don't know this for a fact.

As @BandOfBrothers says, there's a dedicated team for this sort of thing and they have access to the full account history, so can get a resolution for you.   Ask them to adjust your credit file as well - either to Settled, or to remove and default altotgether.

[Rob292929]

Thanks. I've contacted the twitter team and will let you know. 

The final bill only being posted baffles me. Whenever I had previously missed a payment I'd get calls emails and texts which makes sense. Why Vodafone only do that for current customers and not those who have left is odd. I'm almost certain the FCA will have serious issue with that as they have done across the loans sector and debt collection sector. There's been some sizeable fines for not utilising all the usual contact channels. 

[hrym]

Once your contract has ended, the only system closes down, so the only route is by mail.   It's normally recommended to keep the direct debit open until this arrives (showing a zero balance) or until no further payments are taken.

[HSS1234]

Hi Rob292929
Interesting post. I have had the same issue too so seems to be a pattern here.
Would be good to have a chat with you. Not sure if you are still active on this forum?

If so, I will reach out to you.
Thanks

[Beth]

Hi @HSS1234! If you haven't already, please reach out to our Social Media team, and a member of the team will be able to access your account and investigate the default. We can also get this removed if it's incorrect, please let us know how you get on 🙂

[Rob292929]

Hi @HSS1234

Happy to talk further about it if I can be of use.

Don't expect any help from Vodafone whatsoever though, they try and look really helpful on public forums but refuse to remove defaults in my experience. 

I'd never missed a payment before I left them and it was so obvious that Vodafone had made a customer service error yet because I owed the money they refused to remove the default, despite offer of payment as soon as it was realised. They were right, I did owe the money but the lack of a final bill via post, apparent inability to call, text or email me after I left and removal of any online account login as soon as I'd left meant it was just forgotten. Years later here I am still suffering the consequences of their mess up. 

Happy to talk to you further and share experiences like I say. Let me know the best way to speak with you. I'd love if we could find a way to make Vodafone listen and resolve our situations. 

[HSS1234]

  Hi Rob292929

I have sent you a private message.

Thanks

H

[MarkD]

Hi @HSS1234, our Credit File Team on social media would be happy to review your Vodafone account and any markers left on your credit report. You'll just need to send us a message on Twitter or Facebook with as much information as possible and the team can get started.