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08-10-2013 11:58 AM
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.
15-09-2016 12:39 PM
Thank you Gareth,
I have just called this number 5 times this morning and got hung up on? Is there another number? Im not sure they can help on the domestic number as mine was business?
21-09-2016 01:05 PM
Hello,
@carlah22, I've sent you a private message with details on how our team can get this looked into for you.
@mhairi123, have you heard from our team after following the guidance from @Retired-LouiseE?
Regards,
Sarah
06-09-2016 02:12 PM
06-09-2016 02:43 PM
07-09-2016 02:46 PM
@johnmccaffery wrote:
I cancelled 2 lines payed the last bill and canncels my direct debit
At the time you cancelled your direct debit, had you received a bill with a zero balance? If not, it's never a good idea to cancel the direct debit as if there is any money outstanding, it can result in a default as you've found out.
You need to call up and specifically ask to speak to the credit file support team. They are the team responsible for dealing with defaults and should be able to help you.
PWIAC
08-09-2016 04:49 PM
I have a similar problem now with vodafone and i don't know how to contact them as if i am trying to be in touch with them on the phone, they just refusing to help me or they can't even help me saying they can no do anything for me.
The story is a bit longer in my case as i made a phone contract with vodafone, then after a few months i changed my mind and i wanted to cancel my contract. i was in about to log-in and pay my outstanding balance and cancel the contract but i couldn't log-in as the system hasn't recognise my phone number my email, anything. like when they delete you from they're database. Than a few days later i received a letter that i have a big amount to pay around 500 pounds which is the cancelation fee,etc.etc.. obviously i couldn't pay it online as i couldn't log-in, the online supporter sayd they can't find my account, when i phoned them up it was the same situation they couldnt find my account.
After a few weeks i received a letter from a debt collection company, and i think when they passed this debt they canceled or closed my account on they're side thats why they couldnt find me, but i didn't had any communication from them, no leters, no email no phone calls to notify me about the payment, or bills. So how can i pay and close the account when they are not asking for the money? and they dont even have me on theyre system?
Anyways, i decided to pay this money to the debt collection company, they adviced me to pay in monthly rates of £64 pounds as it is easier for me, and they are happy with this solution, all i said is ok but i need monthly reminder and bills on my email to pay this in. I started paying it, i made 3 payments, than the company called COLLECT DIRECT UK (CD UK) collectd.co.uk stopped every communication with me, and i saw there is a defaulted account in my credit profile. I emailed them stragith away asking what's going on, and where can i pay, but no success and no reply. ( this was more than a year ago ), i didn't knew what to do but a few weeks later a company called LOWELL called me about the same debt collection query, on the first moment i thought it's a scam fake call and someone is trying to make a fraud on me, than i found out that the previous company is closed and LOWEL bought my profile, so i made all this payment in one instalment to clear my debt. But my default on my account is still there and they told me they can't do anything as it was marked by VODAFONE,
Now, more than a year later i was applying for a morgage and i was declined straight away because this default on my credit profile. so i decided to fight agains it as it wasnt fair and it wasnt my fault.
Please if anyone knows how to proceed, please let me know.
Thanks,
08-09-2016 04:59 PM
@nnszabolcs Call and ask to speak to the Credit File Support Team, they are the only people that can assist you.
The fact that this was a genuine debt will make it impossible to remove from your credit file unless Vodafone acknowledge it was an error in their system that caused you to be unable to pay the amount.
Also the fact that you did start to repay the amount but in instalments is another problem as a payment plan is enough to justify a default marker on your file.
08-09-2016 05:09 PM
Thanks for your reply,
Well at least i admit that it was my fault as well because i didn't act on the same moment once i received the first bill, however it was definitely they're fault and it is not fair to mark as a default, because this means you refused to pay which is not true.
It was they're system error and no one managed to help me back in the time, even if i called them they couldn't found my account. so how could i pay then?
10-09-2016 11:59 AM
15-09-2016 12:59 PM