VF Still Reporting My Closed Account To Credit Agency

[b86]

I canceled my vodafone account after many years, a few months ago - due to poor customr service. However, recently I was applying for a mortgage, but was declined because of too many open 'accounts'. I didn't know what they were refering to.

So, I ended up buying a subscription to a credit checking service, and noticed that Vodafone are still reporting that I have an account open with them, but paying £0 a month. This is as good as having an unused credit card/store card on your account - because lenders will see the 0 and expect that it could rise to anything.

I rang up to explain this, and turns out they owed me £45 (or there abouts) - so Vodafone, was going to carry on keeping my account open, instead of just refunding me when my account was *closed* initally. Instead, my accounts been kept open, waiting for me the customer to ring asking for my refund and to close my account - even though I was unaware of this money owed to me, as Vodafone have made no contact to get in touch with me (my address and phone numbers are the same).

So, the girl on the phone has now issued the refund and *closed* my account, and told me they'll write to the credit agencies to fix the problem and should take around 30-45 days. I kind of explained that this has been a problem with Vodafone, unwillingly keeping me in a contract (what it looks like on my credit file), without my agreement, and as a result means my credit file will not be updated in 30-40 days, and therefore cannot apply for the mortgage up until that point. Not to mention, it now looking bad that lenders will see I am applying for what looks like lots of credit (due to re-applying). Unfortunatly, the girl on the phone didn't understand the issue....

The same thing has happend with Sainsbury's who actually went above and beyond in fixing the problem, and even went as far as compensating me as we've potentially miss out on a property we like, and to some degree tarnished my credit file.

I probably wouldn't of been as bothered as much as accidents do happen, it was when she was casually talking like it was just a simple refund and my credit score didn't matter....

[Adam]

Hi @Blinky281 we'll be happy to look into your query further, please send us your details by following the private message I've sent you. 

[theyerbs]

Adam @ VF - rather than VF responding to each person, it would be good to understand what is being addressed to fix the underlying problem. 

If a customer closes their account and the balance is zero, the systems should stop reporting to the credit agencies. Maybe it is complex with your computer systems, but at least some acknowledgement that it is being looked at may make me consider vf again in the future. As it stands, I wouldnt consider signing up again

[harrydc14]

Same problem happening with me - Closed my account in 2017 but VF is still reporting £0 every month, and affecting my credit report. Please can someone help me out?

[Alex]

@theyerbs There's so many different scenarios of why this can happen, which is why there's no blanket answer for each customer and we need to look into them on a case by case basis. 

@harrydc14 Thanks for contacting us. A member of the team will be happy to look into why the account is still showing on your credit report. Please contact us directly using the link in my private message. 

[pstevie]

 Hello,

I have the same issue, just looked on my credit report and account still showing from years ago.

Please send me information on how to get this resolved

Thanks

[Mark]

This isn't good to see @pstevie. As we'll need access to your account to look in to this, please send us your details by following the instructions in this private message.

[SpenJC]

I’ve sent two private messages. Both have been ignored. Customer service is still absolutely diabolical. I’d there a postal address for some kind of complaints department and if they can’t resolve this. Is there an Ombudsman who I can contact.

[MDavies22]

I seem to be having this problem to can somone contact me ASAP please.

Thanks

[Mark]

If you've contacted us using the link provided in our Private Message @SpenJC, please let us know the case ref (looks like [#11234567]) from the auto response you received.

So we can take a look into this for you @MDavies22, please get in touch by following the instructions in the private message I've sent you.

[SpenJC]

How do I find this case ref ? I have no idea how to find this. I’ve sent 2 messages using the private message link neither one has been acknowledged. Checked Credit file again still showing as an active account. I want this removed ASAP. Can you send details of a complaints procedure I have to follow. Preferably written as your customer service on the telephone are not to good.