Vodafone mistake has destroyed my credit rating to almost zero

[Daveraver69]

I recently tried to get a new mortgage and bank loan and was knocked back and advised to check my credit score, so I sent away to experian and another company for my credit score which was very healthy to find out that due to a mistake by vodafone back in 2016 I have had my credit score destroyed.

I took out 2 x sim cards for my children on a red value deal 20gb per month at half price, full price was £40 per month and I recieved a confirmation for the 2 x cards for £20 per month each.

Upon receiving the cards I was then send the usual first e-bill email without actually activating the cards, so order placed on the 19/02/2016 first bill send on the 22/02/2016 for one card at £20 and one card at £40

two or three phone calls later I was told it woudl be fixed and updated on the online account. Checked the next day before I went to poland 23/02/2016 still not corrected.

I then spend more time on the phone and online live help chat to be told it would be fixed yet one person told me yes £20 per month for both, and another told me £20 for one and £40 for the other, luckily I have kept the transcripts of the chat.

I then informed them to cancel the accounts as I was not happy with the mess on my new vodafone account, first time and last time dealing with them. I was told that was not a problem so I removed the direct debit from my account and went and got new sim cards for my children from another vendor.

I thought this was the end of it, a month later an email with a e-bill attached 21/03/2016 and again on the 20/04/16 for £20.04 Ignored this as I thought it was just another admin error and carried on my life. 

Then the e-bills stopped and I thought no more, until I went to get a car loan and found I had a very low and bad credit rating, I have had a great credit rating for a very loing time as I always pay my bills on time and never miss.

As i said at the top vodafone said I had defaulted on my account for some 5 months, so why not a claim me or an email or letter, why because someone did not do thier job correctly and cancel the accounts.

I need advice to get this sorted as right now I need to get a new house and I cannot get any credit whatsover over a stupid miustake

regards David

[TokyoRed]

Hi - please let me know how to contact your credit team. I had two credit cards reduce my balance and checked my file - Vodafone have a default notice on it.  We have sorted out the dispute and you paid me a refund after admitting you were at fault, I need you to remove the default notice - which you told me you would not make! - immediately.

I am remortgaging soon and this will affect the outcome.

[TJ]

One of our Credit File specialists will be happy to take a closer look into this for you @TokyoRed. 

So one of our team can access your account securely, please get in touch via Facebook at Vodafone UK, or contact us on Twitter using the handle @VodafoneUK. Please provide a link to this thread, along with your username; so you won't have to explain yourself again and they can help you quicker. 

[TokyoRed]

That didn’t work. Sent a query yesterday at 16:51, got an automated reply saying to send personal details and I would receive a text. Sent. Didn’t receive anything. This is all standard Vodafone communication so far but this is important. How can I have someone look into this? And really do it?

I don’t want a phone call, I want everything documented.

Can you also let me know what your complaints procedure is, and which arbitrator you use.

[TokyoRed]

Just tried twitter as well but not expecting a response. Will try posting this elsewhere as well, see if I can get anyone to take a look.

[TokyoRed]

Complaint raised 975454

[Loz]

@TokyoRed I'm sorry for the delay in getting back to you, our social channels are busier than usual at the moment and we're working hard to respond to all of our customers, as quickly as possible. I appreciate your concerns regarding your credit file and a member of our Credit Specailists will be in touch with you, as soon as they get around to your message. I'm sorry for any inconvenience that's been caused and we appreciate your patience in the meantime. 

[TokyoRed]

Ok, I hope so - Vodafone normally don’t call back or contact me when they say they will but perhaps this time will be different.

How long do you think I should leave it before I know they’re not going to contact me? 

[Gemma]

@TokyoRed - I understand we're now in touch with you on Facebook. 

[TokyoRed]

Yes, credit issue resolve thanks.

[Mark]

That's awesome news @TokyoRed! I'm so glad we were able to get everything sorted and return your credit rating to normal again.

If you need anything else, you know where we are 😊