Defaulted account incorrect

[willsie18]

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]

[Evie]

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 👍

[willsie18 · Accepted solution]

Hi Evie, 

Thanks for your response. 

It has been fixed now, thanks!

Will.

[Evie]

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

Stay safe

[Tanya2017]

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??? 

[BandOfBrothers]

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. 

[Tanya2017]

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 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:)

[BandOfBrothers]

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. 

[Tanya2017]

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!!

[BandOfBrothers]

Fantastic news @Tanya2017