Overpaying on Bills

[NatashaB]

I decided to check my credit score tonight and thank god I did. Vodafone have marked me down as having missed payments in April May and July 2021 even though I have a Direct Debit set up and it’s paid every month without fail!? 

In January of 2021 I was due an upgrade, I wanted to stay with Vodafone and I wanted to keep my same mobile number, i was told in order to keep the same number from contract to contract, I had to port my number to another PAYG service provider and then port it back - which I did. I’m now being told by Vodafone that I missed a payment from my last bill in January 2021 even though I can see on my bank statements I paid them over £110 that month for the last of my contact and my first new month contract. 

How much trust do we put in these companies to charge us fairly and correctly? We’re now in August of 2021 and suddenly I’m being told I owe an extra £45 from January and the first I hear of it is a report on my credit score?
This is awful and totally unfair. 

ive just spent over an hour on the Vodafone Live Chat and not been able to resolve the issue at all. 

[AnnS]

Hi @NatashaB 

This is going to need account access, in order for the Social Team to investigate what has happened follow this link  Contact Us 

The Social Team are part of Customer Relations , they will be able to immediately address the issue and  find out what has happened.

[BandOfBrothers]

Hi @NatashaB 

I'm not sure why you had to go through the process of porting your number to another network provider if you just wanted to upgrade unless the new contract you had seen was with an independent company  ?

Give the Vodafone Customer Services Team a call on 191 and they'll get this sorted for you.

They and the Vodafone Social Media Team's ( Contact-us-for-account-specific-queries  )  have a dedicated Credit File Specialist Team who can investigate any marker that's been placed on your File to remove it if the marker isn't warranted.

Vodafone can if they feel avenues of collection have been exhausted apply a marker on a person's Credit File without being required to inform them prior.

In many cases people only become aware of this when they either just want to check their File or apply for something and are declined  !

You could also contract Experian and ask about a Notice of Correction. More about this in Default-on-your-Credit-File-How-to-add-a-Notice-of-Correction. 

I know how damaging a default can be from my own personal experience.

I wish you all the best with this.