Please can you put me in touch with a credit file specialist

[pwelch]

My Experian credit report tells me I've missed at least one payment on my account a year ago, for an address I moved out of around three years ago. I am still a Vodafone customer and have never missed a payment, or received any notifications (my payment has always been by direct debit). I believe this to be a mistake and would like this removing from my credit report as I am unable to get a mortgage.

[hrym]

As this is a public forum, there's no account access here.   However, if you drop a note to the Social Media team on Facebook or Twitter, they'll be able to do that for you.  There's a dedicated Credit File Support team who will have the full history of the account (at this stage, they're the only people who will).

[pwelch]

Thanks, I don't use Facebook or Twitter though, is there another way to contact the Credit File Support team? Surely they don't only operate through social media?

[Mark]

I think you've misunderstood @hrym's message a little @pwelch. Our Credit File team aren't available through our social channels, but our Social Media team does contain a number of credit file experts, who will be happy to discuss your issue through private messages. If you'd prefer to contact us through more conventional channels, you can call us on 191 from any Vodafone number, or 03333 040191 from any UK number, you can also reach out to our Live Chat team. However you contact us, we'll be happy to get this sorted for you 😊

[hrym]

Most companies operate customer service via social media these days, so it's worth setting up an account even if you only use it for that purpose. Twitter is probably best and you can nail the privacy settings down very tightly.

In your circumstances, I'd recommend this route as the frontline CS people won't be able to see the account and may try to tell you there's nothing due.

[pwelch]

Thanks hrym (and mark) for your help. I've created a Facebook account and am now chatting with support (at a rate of one response per 45mins) so might have a hope of getting my issue resolved one day. Unfortunately I've had an incredibly frustrating time in the past with Vodafone's operatives/automatic services on both the chat and phone lines. In my experience, reputable businesses follow ITSM principles, and provide Service Level Agreements and access to helpdesk ticketing systems which are standardised and easy to use. It's generally only the worst companies who make it this difficult to find support (I don't think many would  deny Vodafone's customer support is among the worst in the business), and the fact that their most reliable method of contact is through social media is laughable. (not having a go at you- genuinely grateful for your advice- just venting 🙂 )

[hrym]

As I said, frontline customer services wouldn't be able to see the account at this stage which is why it's best to go via social media.   The added advantage is that they can take your details and then go away and collect the information, rather than trying to solve the issue while you're on the end of a phone or chat line.   For matters that can be resolved quickly, the frontline people are generally very good.