Incorrect Default on my credit file due to Vodafone error, how to remove?

[AndrewVan]

Hi

I recieved and email on the 23rd Oct 2017 telling me I had 14 days to pay  (which would have been Mon 6th Nov) an outstanding debt.

There was an original issue around the large debt as to why it was left unresolved, this was due to a dispute on a huge data charge in the £180 mark. But I bit the bullet and paid what was asked to avoid the default.

This was paid on the 2nd of Nov (I have the payment reference and bank statement as proof) and I had a phone call with Vodafone to ensure that this would avoid the default, the operator confirmed it would all be sorted and the default would not be processed as the amount requested in the email was paid in full before the 14 day deadline.

However, when applying for a bank account upgrade I was refused. I looked into the issue and not only was the default placed, but another had also been issued before the email was even sent out? I had no warning of this otherwise I would have paid instantly just like I did the warning I recieved.

And to make matters worse, even though I paid the amount in full, my credit report is saying that there is a £50 outstanding amount on said Default?! why is this? 

I find this highly unfair as I did everything asked of me to stop the issue going this far and now I'm still having to suffer with bad credit.

My contract runs out this month and even though I've been with Vodafone for years I'm sadly considering leaving due to this issue. Please can something be done as each day it's stopping me from sorting important needs for my personal life and business.

Thank you.

[BandOfBrothers]

I can see and understand why you are unimpressed at those sequence of events as you followed the instructions and did what we advise here which is to pay the amount to avoid a 6 year default and then seek a refund at a later time.

Vodafone are not required to give prior warning to an account holder when applying a Default on a Credit File which is why you were probably not informed. 

Regarding the futher outstanding amount its conceivable that either the agent got the amount wrong or Vodafones systems did or it came onto your Account after you paid. 

Please either phone 191 or use the complaints route and or let the Social Media Team here who read all posts catch up with your post and they'll help you with this situation if they can.

Complaints Form.

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

I wish you all the best with this upsetting situation. 

[AndrewVan]

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@BandOfBrothers

Vodafone are not required to give prior warning to an account holder when applying a Default on a Credit File which is why you were probably not informed. 

 I understand what you're saying but don't you think it a little odd to offer me the chance to avoid having a default after? a little unfair if you ask me.

Also as mentioned, the debt grew due to a data surge that couldn't be explained so naturally I was dubious about paying for something I didn't understand. I didn't want to ever intentionally not pay Vodafone and never had any issues when it was my old business account for years before this.

Hopefully they will understand my uspset and resolve this for me so we can continue together with a new contract.

[BandOfBrothers]

Something does appear on the face of it to have happened with Vodafones systems and the amounts owed. 

In regards to Mobile Data usage its my understanding that Vodafone can confirm how much data has been used but not what its been used on. 

Again all the best @AndrewVan

[AndrewVan]

I understand, however in over a year I had never gone over my 8gb limit. Then in one day it apparently hit 23gb and couldn't be explained, yet I was billed.

It was something I wanted to sort out but had taken a long time, hence the debt. Which I am ok with paying reguardless even if it was something my end, I just wanted to understand it as I was scared it would happen again.

But this default situation has affected everything, it's really damaging and I paid the full amount requested in the email on time to avoid it

Thanks for your support

[BandOfBrothers]

You are very welcome. 

Regards data usage I use a few self monitoring options such as...

The Networks myvodafone app and online myvodafone option. 

The phone's own internal data monitor. 

I use a Samsung Galaxy s8 which also has a restriction setting that auto warns me and disables mobile data if I come close to / hit my own pre set level. 

Use auto WiFi so the phone can switch to trusted WiFi when it recognises it. 

I apprecaite not all phone's have all these features. 

Some things are available in the Play Store  / App Store. 

[Colleen]

@AndrewVan I'm sorry to hear about the experience you've had regarding your credit file and we really want to take a closer look into this for you. 

I've sent you a private message with details on how to get in touch with our teams dedicated Credit File Specialists 😊

[AndrewVan]

Thank you, I have sent them an email so hopefully will hear something soon.

Will report back here and share if resolved. 

[BV1981]

It seems that Vodafone is making a living off of honest innocent hard working people who work all their lives to maintain good credit.

For the last 1 year My husband has been trying to clear an incorrect default on his credit file. Vodafone is absolutely unhelpful in every way. 

Same issue occurred where a default was put on my husband's credit file. 

The outstanding bill was related to a final bill with Vodafone after we moved house in December 2020. At the new house we had very bad network coverage and after contacting Vodafone and speaking to customer services about the house move, change of address and bad network coverage he was told that they were making some improvements and to be patient. With such bad coverage with Vodafone he decided to switch networks to another mobile provider with better coverage. This meant that my husband would have to buy out of the remaining period left on the contract with Vodafone. This he was willing to do and was told that he would receive a final bill in the post. This bill never arrived. As i mentioned we had moved house and had an active Royal Mail redirect set up. We were receiving all other mail absolutely fine, yet never received the final in question. Within a few weeks my husband fell ill with Covid and did not recover for a month or so. In this time, the final bill and conversations with Vodafone and been forgotten about while being busy recovering. 

There was no communication from Vodafone or any debt collection agency at all regarding any outstanding balance at all via post or email. My husband only noticed the default when he made a regular check his credit file, at which point he immediately contacted Vodafone and paid off the outstanding balance within 48 hours. Had he received a bill or reminder for payment then he would have paid it sooner. 

A CISAS claim was pursued where a monetary settlement was offered but rejected by my husband, as its not money he wants from Vodafone and all he needs, is for them to clear the default.

Having rejected the monetary settlement, both Vodafone and CISAS now say there is nothing they can do. That is not acceptable. 

The resolution here is to remove the default, and from speaking to so many different Vodafone representatives over the 10 months this has been going on, it seems there are people within the business that have the authority and ability to make this happen, yet its not getting done. 

Why?

A FTSE 100 company with a net worth in the billions! Why?

What benefit do you have in ruining peoples lives?

[Gemma]

@BV1981 - thanks for reaching out to us here and explaining in detail what’s happened. I’m sorry to hear how long this has been on going for. We take any credit file disputes seriously and I do understand your concern.

From your posts it sounds like this has already been to our Customer Relations team. If you’ve an open complaint with them, please get in touch with the team handling it. This is due to them being the highest point of escalation and we’d be unable to intervene through Social Media.

If you don’t have an open complaint with Customer Relations, then please ask the account holder to contact my team through Social Media. We can then look at the account notes and investigate this further.