Please help, Default added

[isaacessex]

Hello All,

Back in 2020, we can all say it was a bullish month. I had just lost my job and was going through all my bills. I was upset, I don't have much family, so I was going through a hard time. I spoke to Vodafone about my balance as I hadn't had a bill for a month and I was really panicking. 

Vodafone assured me twice, that my bill was £0. A few weeks had past and whilst in a national lockdown, the stress hit me more when £422.30 left my bank account via direct debit from Vodafone. 

I was upset, hurt, not sure what was going on. I spoke to Vodafone and they said it was correct and what they had told me twice previously was wrong. I was in complete array. Going to be honest, I needed the money really bad but the bill was due so that was that.

But I didn't want to be with Vodafone, after they lied to me. I was upset, under huge amounts of stress and so angry. So I said to cancel my contract due to them lying to me.

I contacted them over 100 times from March until September and then, I went to CEDR the first time and the balance was due... £1,600 (which is my cancellation charge for my two contracts). That is fine, The monies are owed so I would pay.

However, before the adjuster said the balance was due, Vodafone has allocated a debt collection agency to collect the funds. I was so angry and they put a default on my credit file. I understand I didn't pay for 3 months but I had no default notice and I was the one chasing them all the time.

Now, here is my problem. I am 23 and have two brothers (16 and 9). We only had my Mother and she passed away in August 2020. We only have my mum and she worked 3 jobs to make sure we could live in our family home. The house hasn't been paid off and I am now the dependent for my Youngers brother, but my 17 year old brother does help. The default is causing me not to get the mortgage put in my name. It is the family home we grew up with both our parents, my brothers don't want to move but removing the default is the only way we can get a mortgage which I can afford (JUST). 

I am currently in talks with solicitors appointed BY Vodafone. I begged them for £1,000 to clear the balance and the default removed. They agreed to the monies but not the default. They said they have a duty to provide correct information. I understand this BUT they didn't provide me correct information to start??? Also I know a default can be removed, it is more of a won't then can't... I really need someone from Vodafone to understand my situation and generally help please.

Isaac.

[BandOfBrothers]

Hi @isaacessex 

I totally understand and appreciate the issues caused by these unprecedented time's you , others and myself have had to endure.

Please accept my condolences for the loss of your Mum.

If this was my situation then alarm bells would have been ringing if I was told my bill was “ £0 ” , as there must be a bill per month for a monthly contract.

Cancelling a contract before the minium term then creates an Early Termination Fee which I'm sure your aware about resulting in the bill then presented to you, which I see you accepted.

Vodafone are not required to let a person know they are applying a default that lasts 6 years. They would apply a default if they feel they had exhausted means of collection.

Understandably we have no account access from here so are unaware of the conversations and agreements reached which should be on your account notes.

A person can ask for a payment plan if they feel they are going to be financially in trouble but this would have also placed a marker on your Credit File potentially affecting your Credit rating.

Vodafone's help pages are … What-should-I-do-if-I-can-t-pay-my-bill  and vodafone.co.uk/help-and-information/financial-difficulties 

Vodafone do have a duty of care to provide correct information on a person's Credit File to highlight to other potential lenders any issues experienced. 

That said the Vodafone Social Media Team's here have a Credit File Specialist Team. These Team's are not customer facing however if you contact the Vodafone Social Media Team's via Twitter or Facebook on Contact-us-for-account-specific-queries they can ask them to look at this for you to check if the default was warranted or not.

There is no account access via this forum.

I understand your wanting a mortgage and some mortgage companies do give one even when their is a default on your credit file but you may have to shop around for one.

If you can't get a mortgage then are you not able to rent instead so you don't have to move to another address  ?

You and your family have had a torrid time and I wish you all the best with this.

[AnnS]

Hi @isaacessex 

You have to ask yourself if you owed the money.  If the answer is YES, then the default is warranted, the only time a default can be removed is when it was placed incorrectly, this won't be the case and it has to stay as a forewarning to other creditors as to how you manage your affairs.

Vodafone didn't lie to you, the payment was to to be taken by direct debit, at the time when Vodafone would have looked at your account this would show as cleared, as soon as there was some funds in your account as the direct debit was still active this would have been taken to clear the outstanding charges.

From the sound of things Vodafone have now cancelled the account leaving you liable for the full costs of both contracts and sold the debt on to an agency, this leaves you having to deal direct with the agency and make arrangements for a payment plan to clear the debt.

You may be under considerable pressure, but as far as any business would be concerned personal circumstances are of no concern but you need some help here from Social Services/Citizens Advise.

[isaacessex]

Hello Both,

Thank you for your replies.

Now, the problem is... I had every intention to pay once agreed. Once the deadlock letter was sent to me (which was way before the default was added), Vodafone wouldn't even answer a query and told me that they had exhausted their efforts (which was from the case) and to go to CEDR. 

I waited for CEDR to reply if the balance was correct and if it was, I was going to pay it. Whilst it was with CEDR, they sent a DCA and added the default. I was told to wait until the CEDR adjusters decision but that took a further two months...

If I am being told by Vodafone to do everything through CEDR and CEDR time frames are longer, how is that fair?

The moment CEDR did say Vodafone had played negligence of their part, but the monies was owed. I went to pay but saw the default and went to fight this...

[BandOfBrothers]

Once a person escalates this to another body like you have i.e Communications Ombudsman then Vodafone will abide by their ruling and won't engage further or circumvent the procedure and findings as far as I've seen in the past.

This is why they issue a Deadlock Letter to the account holder as they can't help further to resolve the issues @isaacessex