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Defaulted Vodafone account on my credit file

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2: Seeker

Hi,

 

I have recently applied for a mortgage and to my surprise the application was declined. Reason - credit check fail. The thing is that I have never missed a payment on anything and so my financial adviser told me to get my credit report from experian and find out what is causing the issue. What I discovered is that Vodafone recorded a default on my account that I believed has been closed in November 2012 (the default is for huge £14). The contract has run out at that time and so I contacted Vodafone and told them to close the account and that I'll be moving my number to O2 and so I did. As far as I was concerned my Vodafone account was settled. Vodafone never contacted my about the £14. If they did I would have paid it. Even if the payment was to be one month late it would not damage my credit profile. Is it even legal to default my account without some sort of communication to let me know? 

Straight after I got my credit report I called Vodafone and paid the £14 over the phone. (the account will soon show as settled but the default will stay) I asked them if I can get the default removed from my credit file and they couldn't tell me so they asked me to wait and that they will be in touch within 5 days. Yeah right... I called them again after 5 days and asked them to remove the default. I was told that it cannot be done because I did not pay my bill for 10 months. I was furious after the phone call. How can I pay for a bill that I dont know even existed?

 

I would really appriciate some help with this matter. I know that some people have been successful with getting the default removed.

 

 

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1 ACCEPTED SOLUTION

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2: Seeker

Hi,

 

Thanks a lot to everyone involved in getting the default removed. Vodafone have removed the default from my credit file.

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380 REPLIES
16: Advanced member

This sort of issue seems to arise rather often.  The cause is usually a lack of understanding of the termination process on the customer's part allied to a lack of explanation of said process on Vodafone's part.  What actually happens ( assuming, for the sake of simplcity, that there is no ETF to pay ) is this :-

- The customer ports out via PAC, closing his/her Vodafone account.
- The next billl is generated as normal at the usual date; this will include any charges up to the date of termination
   and also any refund of line rental that may be due ( line rental is charged in advance. )  This bill should be sent
   to the customer by post as online access is no longer possible.
-  If the resultant bill is negative, i.e. the customer owes Vodafone money rather than the other way around, then
   the payment is due at the normal date. If the bill is positive then the customer must apply to Vodafone for the
   excess to be refunded.

-  The following month a final bill will be generated and posted, this should be for £0.00 if everything else
    has worked !

So, because of the above, the customer should NOT cancel their direct debit until the final bill for £0.00 is received and the customer should also NOT assume that, once the account has been closed, no more payments are due. Otherwise it is very easy to end up owing Vodafone a few pounds and getting a default notice on your credit file if it is not paid.  Obviously Vodafone should pursue these amounts before applying the defaults, but they often do not !

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Moderator (Retired)

Hi marekk,

 

Biffo1963 is spot on here.

 

So we can see what’s happened on the old account, you can see how to contact the team here.

 

James

 

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2: Seeker

Thanks a lot for the info. 

The thing is that I've never received a paper bill from them and so I didn't know that I owed them anything. They can't possibly expect me to pay them if they do not tell me to do so. I genuinely thought that the account was settled. I've had no communication from them what so ever.
It's just a bit unfair that I get a default on my credit profile for £14 and it has pretty much the same effect than £5000 default. It doesn't only affect me but my family as well. I will not get a mortgage from a high street bank if the default stays on my profile.

All I am trying to say is that if they asked me to pay, I would have done so. But instead of telling me, they put a default on my profile.

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Moderator (Retired)

Hi marekk,

 

If you follow the instruction in my last post, I can get this checked by the team.

 

James

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2: Seeker

Hi James,

 

I followed the instructions and already sent the message with additional details. Sorry, I forgot to mentioned that in my previous post.

 

Thanks

 

Marek

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2: Seeker

Hi,

 

Thanks a lot to everyone involved in getting the default removed. Vodafone have removed the default from my credit file.

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2: Seeker

I have a similar problem in that there are late payments on my credit file.  i notified VF that I wished to cancel my contract and some months later I received a letter saying my payments were late.  i contacted VF and they put my account 'in Query' a couple of months later the same late payment requests were sent to me.  as I was in the Army serving in Afghan I had difficulty contacting them so bit the bullet and settled up.  Now I've discovere that the late payments have shown up on my credit file and I'm worried that this is going to effect my ability to get a mortgage later on this year.  Can anyone advise me how to contact someone in VF who can assist to remove the entries on my credit file as I think it's totally unfair that such a mistake(not only on my part0 could have such a big impact.  Thanks Mark

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2: Seeker

Hi, I am now extremely worried that my mortgage application will be affected because of Vodaphone. Back in 2010 I cancelled my VF account by telephone and thought no more about it untill I received a letter telling me I was late with payments.  i quiered this and VF said they would look into it.  Several months later I received another letter saying I was late in paying my bills and as i was serving in Afghan at the time decided to bit e the bullet and pay the outstanding balance.  I have now discovered that these late payments have been recorded on my credit file (although settled in Mar 2011).  I think this is totally unfair ( and I'm not the only one) it is really affecting peoples lives.  How do I get these late payments off my credit file please.

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2: Seeker

I'm having the same problem -- see

http://forum.vodafone.co.uk/t5/Pay-monthly-services/Settled-account-still-shows-as-Default-on-credit...

 

Yes it will affect your mortgage application -- in fact, I can no longer get ANY credit because Vodafone didn't rectify the default status to "settled" or "partially settled". This happened last year September 2013 - get on to Equifax because they're a great help -- but they've told me Vodafone HAS to remove it.

 

Many people report having this exact sa,e  issue reolved on here- someone should get back to you with instructions on how to e-mail them. However, I did this 2 days ago and haven't heard anything yet! Good luck!!

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2: Seeker

Thanks for the reply, I suppose luckily (to be seen) my late payment status is down as settled.  I'm just hoping I can get it sorted - the only other option is to place a note on my creditfile explaining the circumstances and hope that any future creditors will appreciate how unreasonable VF can be regarding certain situations.

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Moderator (Retired)

Hi markkb,

 

We’ll need to look into this for you.

 

Get in touch with us here.

 

 

Hi benjfelix,

 

We’ve got your email and will be in touch as soon as possible.

 

Thanks,

 

Andy

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4: Newbie

Mark, do not leave it at that, they will NOT understand, get VF to correct it properly and remove it, in accordance with the T&C they have to follow.

 

You also need to get the previous "payments" history updated to at least one month prior to the issue, or it will still show you were a late or bad payer, when in fact you may not have been :-)


markkb wrote:

Thanks for the reply, I suppose luckily (to be seen) my late payment status is down as settled.  I'm just hoping I can get it sorted - the only other option is to place a note on my creditfile explaining the circumstances and hope that any future creditors will appreciate how unreasonable VF can be regarding certain situations.


 

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2: Seeker

Thanks, I've passed my issue onto them so hopefully it'll get sorted.  Really unfair that a mix up (on both sides) can affect future credit (mortgage)  so adversley for people who pay bills on time. I think VF have a communication issue here - they should inform people prior to any notification to credit agencies that they are about to do it - the seriousness of the planned entry on a credit should spur peope to act.  In my case I thought I'd agreed with VF that my contract was cancelled - as agreed by phone with there customer service rep and then the late payment entries appeared - really wrong.

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3: Seeker
I'm in the same situation! When applying for a mortgage earlier this month with my fiancée we were refused because of a £106 vf default on my file from when I was living in Australia in 2012. Before I left I contacted vf to cancel my contract as I only had one month left and to send me paperless bills. They did not do this and surprise surprise have deleted all the recorded messages from that time! When I returned from Australia there was no letters regarding a default on my file nor any bills regarding my vf contract. Fast forward to this week when I rang numerous vodafone employees that all told me different things: the fist was a guy called sharif from Cairo that told me pretty much straight away that the default WOULD definitely be removed after an investigation into my case, the second a guy called Wally said he would pass my case on to the quality assurance team and a third called tom who could nt even find my file then told me that my case was passed on to a debt collection agency (fredriksons) to which yet again I was not informed about and Wally couldn't even get a phone number for! This is happening to too many people and needs to be resolved now, Vodafone are ruining peoples lives with their approach to handing out defaults willi-nilli!!!
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Moderator (Retired)

Hi Lancbespoke, 

 

We'll need some account details to look into this further for you. 

Take a look here for how to get in touch.

 

Thanks, 

 

Kay

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3: Seeker
Thank you kay.
I've just spoken to lee about the situation. hopefully I can get this sorted and move on with my life!!!
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2: Seeker

Hi,

 

 

 

I really need someone to help me out here - I had a defaulted account with Vodafone, which I have settled and paid in full start of this month - It still shows as a default on my credit file - I really need to get it updated - as I'm applying for a mortgage and have been declined - my mortgage advisor has advised me to contact vodafone to get it updated ASAP..I have rung vodafone but they didn't do anything..

 

Please help...

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17: Community Champion

numanraja210399 wrote:

Hi,

 

 

 

I really need someone to help me out here - I had a defaulted account with Vodafone, which I have settled and paid in full start of this month - It still shows as a default on my credit file - I really need to get it updated - as I'm applying for a mortgage and have been declined - my mortgage advisor has advised me to contact vodafone to get it updated ASAP..I have rung vodafone but they didn't do anything..

 

Please help...


Hello numanraja210399

 

The only time a default can legally be removed would be when it was placed in error.  If this was a genuine default where you would have owed Vodafone money and missed payments, the default on your credit file will stand for the next 6 years after which time it will be removed.

 

Vodafone have a legal responsibility to report any missed or late payments on your credit file. If you have paid the amount owning in full, at least the default will be marked as settled which should be taken into account by your mortgage lender but unfortunately, the slightish blemish on your credit file can be frowned upon when trying to get credit.

 

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2: Seeker

That's what I want - I have settled the account so I want it to say SETTLED. 

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