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....

[b86]

This is shocking! I've had yet another 'quick response' claiming that they never reported any negative data to my credit file, and thats that. However, the reps are from India and fail to understand that having many open accounts on your credit file DOES affect it, hence why we are told to close down any unsused contracts, credit cards and store cards.

The problem here is, you guys are failing to acknowledge any wrong doing from your side, and just like the recent Equifax data leak it's peoples personal data at risk. I had the same issue with Sainsbury's whom were very professional and appologetic, even going to as far as writing a letter of apology with compensation. You guys are jus like, 'yeh so what?'.... 

It's so unprofessional, and it's be interesting to see how many others are in the same boat - we've already seen another user in this thread having the same issue. It's be even more interesing if it took this to social media and see how many thousands are experiencing similiar isssues, declined credit or other mobile phone contracts etc because you're still reporting they have an account. Something is wrong within your cancelation department that you guys are failing to acknowledge.

I'd like someone from the UK, who understands how the credit reporting system works here in the UK to contact me, give me a full explanation why this has happned and how they are going to compensate me.

I've got no problems with support staff from overseas, but the problem lies with this: if they dont understand how the UK credit scoring system works, then they should not be responding to my complaint. Someon can quickly do a 'Google' to see what too many open accounts can do to a credit file, and how lenders perseve this.

I look forward to hearing from your response.

[Gemma]

@b86 - It’s not good to hear you’re not happy with the email you’ve received.

Our Credit Specialist team that you’re in contact with, are fully trained to help with your credit file query and are based in the UK.

We've got your email reply and will be back in touch.

[b86]

If they are trained, why are they happy to suggest that having open multiple accounts does not affect your credit score? when it's common knowledge if you even read the f.a.q's for most of the credit reporting companies and most money sites. I've done a quick google, and the first site I stuble across explains exactly what I am trying to show your credit score guru's. This is an open account, regardless of the balance of 0 thats getting reported. In this case I have had too many open accounts as a result of yourselves and Sainsbury's... and hence having an impact on me recieving credit.

So if you're credit guy's have some inside knowledge that the rest of the world are unfamiliar and doing wrong, then I take it all back - but I'm pretty confident it has a negative affect.

If I'm just going to get a response back by the same person, there is no point - I'd like a response email/call from someone who understands the protocol.

[Tash]

I'm sorry to hear you feel this way @b86, however the dedicated team will be able to help with your query.

They'll be in touch in regards to your latest email with further information as soon as possible. 

[theoutermost]

I''m also having this trouble at the moment, my Vodafone account was closed in April of this year but is still being reported as open with all the credit agencies and my wife and I are about to apply for a mortgage and don't want this mistake to cause us problems

[b86]

Hi,

vodafone basically told me to do one... they don't seem to care. However I'm now in contact with the financial ombudsman.

its worry that this isn't a unique case, and seems to be a common occurance.

maybe you too could write to the ombudsman?  As even if you don't get accepted for your mortgage, Vodafone won't take any responsibility. Quite shocking, but we've seen how that worked out for equifax...

[Swasterix]

B86- I’m in exactly the same boat as you at the monent. Cancelled my account in April and noticed that Vodafone were still reporting my account as open to Experian. I contacted customer services over a month ago who said they would pass it to the relevant department. I’m now getting a phone call every week from the “specialist care team”, presumably based in India, telling me that the technical department are working on it... still no answers... I find it incredible that this issue can take any more than a couple of days to sort out, never mind over a month. More ridiculous still is that this is the second time that Vodafone have mis-reported my information to a credit reference agency.

This is reminding me of exactly why I cancelled my account with Vodafone in the first place. Absolutely appalling customer service. 

[John]

@Swasterix @theoutermost I've sent you both a private message with details of how you can get in touch with our dedicated team.

[dalmate]

Hello

I am having this issue as well. Can i have the details for the team i need to contact please?

Thanks

[Gemma]

@dalmate - Of course you can and I’m sorry to hear that you’re also facing this issue.

Please send us your details by following the instructions in this private message.