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Pay monthly

Defaulted account incorrect

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willsie18
2: Seeker

Hi,

 

I had a contract the year before last and I ended it in Feb 2020 as it was over paid and I didn't need it anymore. I contacted Vodafone to end it and they informed they did and gave me my last bill date. After this, I was told to cancel my direct debit to ensure no more money would be taken post last bill date. 

 

6 months later I get a debt collection letter for £20! This immediately gave me a default on my credit score completely unfairly. I was not informed of the mistake they had made. No letters or efforts to contact me regarding the mistake they made were sent. I work at sea for 6 months a year too so I would not have been able to call them. 

 

I spoke to Vodafone and they rectified and settled the account for their mistake however, they have not removed the default on my credit file which was totally unjustified.  I cannot get a mortgage because of it. 

 

Please advise on. how we can fix this?

 

Thanks in advance,

 

Will.

 

[Removed]

[MOD EDIT: This post has been edited to remove personal information please see Community Guidelines]

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willsie18
2: Seeker

Hi Evie, 

 

Thanks for your response. 

 

It has been fixed now, thanks!

 

Will.

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14 REPLIES 14
Evie
Moderator

Hey there @willsie18 - I appreciate how important it is for your credit file to have a true reflection, especially when trying to take out a mortgage.

We don't have account access over the forum, so could you drop us a message on social media please? Make sure to include your mobile/account number and a link back to this forum post so that you don't have to repeat yourself 👍

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willsie18
2: Seeker

Hi Evie, 

 

Thanks for your response. 

 

It has been fixed now, thanks!

 

Will.

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Evie
Moderator

Glad to hear it @willsie18 - Don't hesitate to get in touch if you need anything else!

Stay safe

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Tanya2017
2: Seeker

Could someone please advise on a default I seem to have had applied to my credit file by Vodafone.

In short the Contract came to an end and I was told I had paid the balance as I wanted to move to a pay monthly option. I spoke to customer services and they even helped me transfer my number to my new provider.

a few months later I get a letter from a company called ‘Lowell Portfolio’ to say I owed £111 outstanding which wasn’t what I was told when I spoke to customer rep. I absolutely 100% was told my account was settled so moved to giffgaff.

at the time I was a bit annoyed and asked why Vodafone hadn’t contacted me but settled the amount to make sure I didn’t get any hassle and ultimately was worried about this very situation happening!

 Unfortunately I have just found out after applying for a mortgage I have a default!! I’m absolutely heart broken 😞 

How do I get this removed? Has anyone successfully had one removed??? 

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BandOfBrothers
17: Community Champion

Hi @Tanya2017 

 

I know from my own personal experience how damaging a default can be.

I'm wondering if you ended the the contact early and not at the contract end date ?

It's always best practice to leave the Direct Debit in place until the final bill is paid which is followed by a £0 bill and a sorry your leaving letter.

Vodafone then close the direct debit.

If monies were owing and the direct debit was closed then if Vodafone feel they've exhausted means of collection they can employ debt collection agencies and add a default that lasts 6 years. They are not required to give prior notice they are adding a Default.

Paying off the debt should change the default showing as a debt outstanding to Settled, but the default remains showing for 6 years.

If you feel the default isn't warranted then contact the Vodafone Social Media Team's via Contact-us-for-account-specific-queries linking to your post here including your forum username and they'll ask their dedicated Credit File Specialist Team to investigate.

There is no account access via this forum.

I wish you all the best with this. 

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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Tanya2017
2: Seeker

Thank you so much for your reply. 
I really do think this is exactly what happened and I shouldn’t of listened to the customer service guy who told me the contract was fully paid up :Sad_face: I was so happy to be free of the contract as I’d paid so much in bills every month. 
I didn’t have any contact from Vodafone to say I owed anything after that ‘your contract has ended’  conversation to the letter from the debt collector. So I suppose I just wanted to get it paid which I did in full. Just praying they will see there has been some mixed communication on their part and take pity on me! This really wasn’t my fault and I genuinely thought once the sum was paid it was settled and I could forget about it.


Anyway I will do my best!! thank you so much for your advice and well wishes it is appreciated:)

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BandOfBrothers
17: Community Champion

You're very welcome @Tanya2017 

 

Once you've put your case across to the Social Media Team's they'll get their Credit File Team's to investigate whether this was warranted or not.

If not they'll remove the marker which takes approx 30 days.

If they find it was warranted you can then escalate further via the complaints/code-of-practice route.

Some further information also in this support page I put together.

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

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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Tanya2017
2: Seeker

Just wanted to update you on my progress.  Spent 3.5 hours speaking to Vodafone regarding this default and in short the outcome is fantastic.

Vodafone have accepted they were at fault. They are removing the default. I have to wait for them to claim my account back from Lowell debt company (which they wrongly sold!) and then remove the default.

I am exhausted but happy with this outcome, literally had to fight all the way and still couldn’t get them to agree to write me an email to show to my lender to prove the outcome so I could appeal the decision to not lend to me.  However I have decided to choose my battles and wait for a manager to call me who I am told will do with 48 hours.

thanks again for your help I’m so relieved!!

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BandOfBrothers
17: Community Champion

Fantastic news @Tanya2017 

 

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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MsJ
2: Seeker
2: Seeker

Recently attempted to apply for a mortgage only to find out default account has been registered against my name.
Spoke to agent in October 2020, ended my contract and paid what I was told was my final bill. Received a sorry your leaving email and my data package ended shortly after.

Spoken to agent today who states there is an outstanding bill of £32 when I requested the bill it was sent via email, bill is dated December 2020 which makes no sense. In addition no attempt made to contact me to say that bill was outstanding. Despite having my contact details on file. 
Default has been applied after one alleged missed payment after 36 months of paying for a contract. Totally unfair and unjustified. 
Keep getting sent from pillar to post, to try and resolve no one wants to accept responsibility. Made a formal complaint still nothing. Only recourse now is to contact Financial Ombudsman to demand revoke of unfair entry. Unless anyone can advise? 

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Mark
Moderator

Hey @MsJ We'll be more than happy to look into this and see what options are available to us. As we'll need access to your old account to do this, pop us a DM through Facebook at Vodafone UK, or on Twitter using the handle @VodafoneUK. When you reach out to us our digital assistant will try to help. You can speak to us directly by selecting 'Get started' followed by 'asked to DM'. If you include your Community ID and a link to this thread in your message, this will help prevent you repeating yourself and help us to help you quicker 😊

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MsJ
2: Seeker
2: Seeker

I’ve done this, no one has responded. 

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Mark
Moderator

I can see you've contacted us publicly on Twitter in the last few minutes @MsJ. We'll need you to reach out to us privately so we can discuss your account. To do this head to our Twitter profile and tap the envelope icon ✉️ You'll then be greeted by our digital assistant. If you select the options advised in my previous message, you'll be directed through to one of our Social team and we will be able to look into this for you 👀

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MsJ
2: Seeker
2: Seeker

I’ve done that. I did that on messenger yesterday and still no one responded 

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