How to contact the Credit team re default on Experian credit report

[jcpp]

Please can someone tell me how to speak to the Vodafone credit team.  I can't get through the phone menus and have made 10+ calls to 03333 040191 so far today with no luck.  Have spoken to Aya in Customer Service who was very helpful and to Deepak on Web Chat who was also very helpful, but neither of whom are able to give me written confirmation that my default debt on credit report is a mistake and will be removed.  

This stems from last October when I rang and wrote to Vodafone to cancel my broadband dongle contract.  No further correspondence was received from Vodafone, so I had assumed it was all resolved.  However yesterday I had my mortgage application declined due to a Vodafone debt of £56.84 which I had no knowledge of whatsoever!!!! Apparently although this was actioned on 11th November 2016 there was a Vodafone back-office error which has caused this default debt which I had no knowledge of, no emails, no letters - nothing from Vodafone to advise of any ongoing problem!  

Have spent all morning and managing to resolve this with Aya cancelling the debt and Deepak making lots of notes on my account - - I am now hopelessly stuck in a loop of pressing 1s, 2s, *s hanging up and starting again in order to speak to the Credit team who may or may not be able to update my Vodafone record on Credit Scoring reports so that I can get on with my life and get a mortgage.    HEEEEEELLLLLLPPPPPPPP! ! ! !

[Iankorny]

0333 304 0909

[SaimaT]

Hi

I am an old customer, i used be a custome back in 2019, my credit score has been severely affected by a supposed missed payment I had with vodafone when i was a customer.

I have never missed a payment since being a customer with vodafone. I have never been chased up by vodafone for missing this payment. I was told back in march this year this issue has been rectified on vodafones end. I was even compensated £29.30 on 21 march 2022 by vodafone. 

I am now trying to purchase a property and i am unable to do so because of this default  left on my credit record of a missed payment in 2019. 

I need this to be rectified urgently.

I tried to speak to someone today but got hung up on, this has left me feeling hopeless as I thought customer service agents were supposed to assist customers, be it old and new with any query. 

 Pls can someone send me the details for the credit team. I dont want this stain on my name for the next 10yrs!

[Mark]

Good morning @SaimaT, I'm sorry to hear your recent call to us about your Credit file dropped before this issue could be looked into. As we're legally bound to accurately reflect how your account was managed, if the default was correctly added to your account we won't be able to remove it and it will remain visible to future lenders for 6 years from the date it was added. From what you have said, it sounds like this may have been added in error. If so, we'll be able to remove this for you. As we'll need access to your account, please pop us a message through our social channels and we'll be take a look into this for you. 

[hrym]

@SaimaTWhat you need is the Credit File Support Team.   Make contact on Social Media as @Mark has suggested and ask for the matter to be escalated to them.   They will have the full history and can take whatever action is appropriate.   If they agree that the credit file marker is inappropriate, they're also the only people who can remove it.   Whether this can all be done before Christmas, I don't know. but it might be worth putting a note on the file yourself explaining that you disupte the debt and the circumstances.   Any lender is obliged to read this and may take it into account.

[SaimaT]

Hey, 

Thank you for the response, i havr contacted them through twitter. They told me its going to be sorted by january, but thank you for the suggestion of putting this on the credit file myself. 

Saima

[Kirensarwar]

I have the exact same issue since last year and got no where. I am trying to contct through various ways. No help given from vodafone. Not told where to pay and how to pay either. Just keep pushing me from one team to another.

[SaimaT]

Your best bet is to contact them via twitter.

[Gemma]

@Kirensarwar - I've replied  to your other post. 

[jcpp]

Natasha,

There was no message. Could you resend it with messae attached please?

Thanks.

[Alex]

@jcpp I've sent you a new private message. Please let us know how you get on 🙂