Default on my Account that was not my fault.

[CHARLIEEDE01]

Hello, I hope this message is able to reach the right person.

Back in November I closed my Vodafone account after being a customer for around 2 years. I terminated my contract using live chat and was told to make a final payment to pay the difference, which I did. The agent told me there was no more balance to pay, and that no more money would be required on my side. So the agent cancelled the direct debit(or told me I could cancel it, I can dig through the chat logs to find out). 6 months later, I am met with a default on my credit report, for an overdue payment I missed in December. In march I had in fact received and email from a third party (CSS Collect) that went straight to my spam folder. Between November 2021 and May 2022 I had received no letters, emails or texts from Vodafone about this missed payment, meaning I would have had no way of knowing this happened. I confirmed with an online agent that no attempt to contact me was made. 

I have done a SAR request to receive all of the chat logs from all of my interactions that prove that I was unable to avoid this situation. If anyone is willing to help me out that would be greatly appreciated, my Credit Score is suffering majorly at a time in my life when I am hoping to get a mortgage.

[AnnS]

There are always two further bills after cancellation @CHARLIEEDE01 this last bill would show a 0.00 balance as your confirmation the account is closed and there is nothing further owing.

As far as is know, live chat is not an acceptable way of terminating an account, you would have needed to cancel by calling, through your online account or by using a PAC and porting to an alternative network or by submitting a STAC to any other network.

To ensure this reaches the correct Team who will be able to help and investigate what has happened, follow this link Contact Us and send the Social Team a message and include a link to the thread.

[BandOfBrothers]

Hi @CHARLIEEDE01 

So you followed the instructions and advice given by Live Chat, so they must be able to Cancel an account or arrange for it to be done.

You reasonably understood the account was closed after being advised officially. 

Unfortunately account access isn't available via the Vodafone Community Forum.

I would suggest to raise a complaint so you have a paper trail and then Vodafone will have to investigate this.

Complaints/code-of-practice. 

You could also speak with one of the Credit Houses suchbas experian to ask to add a Note of Correction while this is investigated.

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

I wish you all the best. Take care.  😎