Help Default to Credit File

[mummyof3boys]

Hi, 

I have just been stopped from getting a Mortgage as i have a default put on my account by Vodafone for £14.40 o on a contract that had been cancelled in January . I contacted the customer team and have found out that it was for a last bill from January to February which they say i owe.I beleive this to be a mistake. I had contacted Vodafone in November/December originally to cancel the contract but found the account still to be active in January. I contacted customer service who  informed me that as my account had been cancelled and that i would recieve a refund of the £21 pounds and also recieved a letter confirming my account cancelled and the refund. 

Vodafone then did take out an amount of £21 pounds on my account in February and then refunded the amount  which i am presuming here is the refund of the money. I am sure this unpaid bill is a mistake as i should not have been charged this amount. I am desperate to have this solved and removed from my credit file this small amount has effected by ability to get a mortgage and i am the sole owner in the family and not getting the mortgage will effect my and my families ability to be able to stay in the home we are living in.  Please can someone help. 

Thanks 

[hrym]

When you cancel a mobile phone contract, it's common practice to cancel the direct debit at the same time.   However, there is usually a final bill which, in the case of Vodafone, is sent by post.  If this doesn't show a zero balance, it needs to be paid and is for the last days of the contract.

The way to resolve this is to call 191 (or 03333 040 191 from any phone) and ask for the Credit File Support team.   Politely but firmly refuse any offers of help from the frontline customer service people.   The relevant team will have access to the full history and will be able to sort you out.   If it's possible to remove the default, they will - they're not unhelpful ogres!

[mummyof3boys · Accepted solution]

T

Thanks for the pointers. I did exactly that. I called the Credit File department and they found what i was saying was correct. They have solved my problem! My credit file should be correct as of January so i just need to hold off applying for a mortgage by then !. 

Thanks this Forum is excellent. 

[hrym]

That's a great (and quick) result.   I'm pleased it's worked out for you.  I hope everything else goes smoothly too.

[Daddycooler]

I'm having an absolute nightmare.
They are refusing to let me speak to the credit team.
Everytime I call I have to start from the beginning and people just look at it as black and white.
Basically when I have rang in February 2016 to settle final bill,
I've been told that it was at zero and nothing was owed.
Only to learn now it has been sent to tdx debt collectors, with no contact to myself or anyone, not vp or tdx contacting about the debt. They have decided that they can only put the account as settled and not remove which still stays for the 6 years.
Please please help

[mummyof3boys]

When you call customer services ask to speak to the Credit team directly. Make sure you call during working hours 9-4 during the week. I dont think you need to explain anything to the Customer reporesentatives as they will not have all the details of your account. 

[Daddycooler]

Everyone I try read at he notes then refuses to put me through.
I have tried for over a month on this, 2 hours this morning.
I seemed to be getting somewhere with the stoke office but you cannot garentee tonne put through to anyone.

[hrym]

It sounds as though thismay have been dealt with previously.   Hang on for the forum team to pick your post up.   They'll be able to talk to you off the forum and see whether they can take the matter forward.

[Daddycooler]

Do vf read the stuff on here?
I think what has happened, I've been on the phone that much they think they have done me a favour. By putting a settled mark on the default instead of removing it. It's simply not my fault vodaphone have acted in error, I contacted them in February to be told on two occasions that there was no balance to pay and the account had been closed. Now I've been told it would have
been with tdx debt collection at that time which was too early, as the last payment would have been in December.
I really need help on this if you are reading this vodaphone, it's been a shambles!!

[Carly]

@Daddycooler

I've sent you a private message to help with this further, please follow the steps and let us know how you get on.

[hrym]

@DaddycoolerI can see that Carly has sent you a PM, which will explain how to contact the team.   The credit file support team will need to look at this and what they can do will depend on the full circumstances.   You should have the opportunity to explain to them why you think the mark should be removed rather than changed to Settled, but their decision will untimately be the final one.

[anncheung]

Hi,

Please can you help me with this. I now have an average credit score and been advised this is mainly due to a "missed payment" to vodafone of £20 in August 2013. My contract was settled in October 2013, so I cannot recall what exactly had happened so many years ago. I have the green "OK" for all monthly payments to vodafone since January 2010 (Equifax) so this is really very random. Unfortunately this is proving detrimental, and I would otherwise have perfect credit history. Can this be resolved by the credit team? Thanks

[Natasha]

Hi @anncheung, I've sent you a private message with details on how to contact us. Please follow the instructions given and the credit file team will be in touch.

[ZANNAJOSIE]

I'm having this EXACT PROBLEM ! Read the forums looking for help keep calling asking to be put through but NOTHING ! Please can you contact me and help me solve this

[ZANNAJOSIE]

Im having this exact problem ! Keep calling no one will put me through! Please contact me

[Rahim]

@ZANNAJOSIE I've sent you a private message with details on how to get in touch.

We'll investigate further once you've contacted our team.

[hrym]

I can see that the team are engaging with later posts on this thread, but just to update, I believe the procedure has changed slightly and that the fronline CS people need to take some details first.  Previous advice to insist on speaking to the specialist team no longer applies.

[kjmcnicol]

I'm having this same issue, can someone advise who I speak with and how?

Thanks

[Alex]

@kjmcnicol I'm sorry to hear you're currently having issues - we'd like to look into this for you.

I've sent you details with how to get in touch with our specialist team via private message. 

Give us a shout if you have any questions. :smileyhappy:

[SallisDJ]

Hi, Is there anychance you can give me some advice in how to resolve this issue, As I'm going through the same issue and having a serious effect on my credit score.