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01-01-2019 04:38 PM
Why is an account I terminated nearly 6 months ago, still being reported on, on my credit file?! How do I make this stop and remove it, so it stops affecting my credit rating as an open account?
I took out a rolling 1 month data only sim contract (50GB/Month for £30) with VF back in May 2018, c/o the Carphone Warehouse, for use with my work. However, I terminated my account withint 3 months, in July 2018, immediately on discovering that VF had allowed my bill to spiral to more than 7 x the monthly total, and despite having both my email address and a contact mobile number for me (different to the number listed against the data only sim) they made no effort to contact me on either of these!
I rang customer services straight away to find out what had happened. Why wasn't I contacted? Whay had the bill been alowed to get to 7 x the usual monthly amount before any action was taken by VF to terminate the data access? Where was their duty of care? All valid questions which the customer agent I spoke was unable to answer. She was very apologetic, and on checking, said that notifications had been sent to the mobile number registered to the data only sim, but as I explained, how does that help me when I'm using the sim in a hotspot (which did not receive incoming messages) as opposed to a tablet! I had not received any of the aledged notifications, so the first I was aware of any issue was when I couldn't get online any longer. I was so appauled by this treatment and apparent disregard for customers, that I immediately gave notice to close my account and terminate my contract. Not wanting it to affect my credit rating I had no choice but to pay the balance in full, as not doing so would have resulted in a default on my credit file.
Although the customer service agent was very sympathtic, and tried her best to help, she spoke to her her manager, and promised me a call back, but I never received a call back and this was swept under the carpet, except that to this day it remains on my credit file, as a reminder of this crappy incident, and despite my best efforts to prevent it from doing so, counts against my credit rating as an open account, even though it has a zero balance.
01-01-2019 04:48 PM
Not a good experience at all @Spencer17 I agree.
As you seem to have exhausted customer service on the phone then maybe let the Vodafone Social Media Teams here catch up with your thread as they have a dedicated Credit File Specialist Team they can ask to investigate for you.
Current Phone >
Samsung Galaxy s²³ Ultra 512gb Phantom Black.
02-01-2019 02:16 PM
Thanks @BandOfBrothers Indeed, not the most enjoyable customer experience I've ever had. Fingers crossed the Social Media Team catches up with my thread soon 🤞
02-01-2019 02:26 PM
@Spencer17 I'm sorry to hear you've had this experience when being billed for your usage previously, it's a shame knowing this led you to leave us
Please can you follow some instructions I've sent you via Private Message to get in touch, we'll gladly look inot the credit file query to fix this.