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Vodafone has destroyed my credit score

2: Seeker

I have been with Vodafone for 5 years.


I changed my personal account to a business account a number of years ago, and then in April 2016, I changed my business account back to a personal one. My number has never changed and my address/information has always been available to Vodafone should they need to contact me in any of a number of ways.


In 2017, my Experian statement alerted me to the fact that Vodafone had been hitting my credit score consistently since April 2016 and my credit score was in tatters. I called Vodafone, had a number of conversations with different parties and departments and was told that there was no problem at all, I had no outstanding payments on my account. I took the advice of the Vodafone employees and left it, bearing in mind I assumed they knew what they were talking about and the problem must have been fixed, whatever it was.


2 months ago, my banking adviser alerted me that his credit team, at the bank, had said to him that I really need to contact Vodafone as I was a perfect candidate for a mortgage, as well as a number of other services, with a very good credit history except for an outstanding £37 bill that Vodafone had used against me for the last couple of years, and my credit score is now shot to pieces.


I have spoken for hours with Vodafone representatives in the past 2 months, I’ve been promised call backs that never happened, laughed at because a Customer Services representative told me either I was lying or the previous Vodafone rep had been lying. I’ve been told that the debt has been sold on to another business and they were going to contact me. They have not contacted me. I have been told that the system must have had a glitch if I was never contacted, and also that there must have been a glitch whereby the debt was only sold on a few months ago rather than the usual 3-4 months that Vodafone normally takes, according to one of the reps. All the while my credit score just goes lower and lower.


I’ve tried to pay Vodafone, I’ve asked Vodafone to tell me which company I need to call in order to pay the debt. I’ve offered for the bill to be settled in my next monthly payment, which I have never missed in my entire time with Vodafone.


All this has gone on for the last 2 years and I have never once received a phone call, a text, an email or a letter to tell me  I had an outstanding bill, nor have I been contacted by any other organisation requesting the payment of the £37.


I am now opening legal proceedings and will be taking action against Vodafone for the thousands of pounds I have had to pay for extra costs of credit over the last 2 years, as well as the massive impact this has had on my personal and professional life. As I write this, I am still waiting on a call back from a person who promised me he was going to personally take care of my issue and take responsibility for it. He’s the second person to promise that and never contact me again.


Im disgusted at how I’ve been treated and find it incredible that I’ve done everything I can to try and pay and yet I am still being punished for a system glitch. I’ve seen in this forum that I am not the first person this has happened to, and I doubt I will be the last. 


Can anyone at Vodafone actually help me?










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17: Community Champion

Hello @RossAlec


I'm not surprised your frustrated at those sequence of events. 

I'm wondering if the monies had somehow been created on account change ?

That said as you have I assume a set up Direct Debit then there's no reason why Vodafone couldn't take the funds !

Personally after being assured by the Vodafone Agent all was Ok I would have gone back to Experian and asked them to help and add a Notice Of Correction. 

We have a Vodafone Social Media Teams here who read all posts and help where they can. In your case they'd need to private message you to pass security checks and take you out of the public community forum and pass you to their dedicated Credit File Specialist Teams to investigate the matter further.  

I wish you all the best with this situation. 

Current Phone > Samsung Note 9 _512Gb > Model: SM-N960 Hybrid-Duos.


Samsung Gear s3 Frontier Watch.

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Thanks for getting in touch @RossAlec, we're very sorry to hear about what's happened and one of the Credit File Specialists in our team will be happy to take a look into this for you. 

So we can access your account securely, I've sent you a private message over with details on how to get in touch.

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