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Incorrect information on my Credit file - terminated account, please remove this!

Spencer17
2: Seeker
2: Seeker

Vodafone_Experian.jpg

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.

3 REPLIES 3

BandOfBrothers
17: Community Champion
17: Community Champion

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.

 

 

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 🤞

Josh
Moderator (Retired)
Moderator (Retired)

@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 :Sad_face:

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.