Vodafone seriously affecting Credit Score through no communication URGENT

[StephenQuinn]

30 years a loyal customer (remember the analogue phones!) Ended my personal contract for a business account (different provider). As instructed, I cancelled the direct debit and waited for the final settlement fee. Nothing came, no email, no phone calls no letter. I needed the letter to get my contribution back.

2 months later I review my credit score to see recorded, 2 missed payments

I spoke to Vodafone, and they told me there was a final settlement fee outstanding which I was aware of and waiting for a final bill to arrive. 

I paid straight away, I asked "why no correspondence?" they said we were told in April about non-payment and recorded this on your credit account. 30 years, prob. 40k paid without missing any payments, ever.

Turns out the billing address that the letter was sent to be an old one. Different to my registered address. My credit rating has plummeted, credit cards downgraded (limit) and no mortgage available for the new house, our potential forever home.

Way to go Vodafone, I have officially logged a complaint with you, with the communications ombudsman and withe Equifax. Let's see whether your promise via Tobibot of the reference being removed after 30 days rings true.

A notice of correction has been accepted and currently Equifax and the communications ombudsman are puersuing my formal complaiint. Please advise??

[donnyguy]

So there's always two ways to look at a situation like this. Firstly, the standard advice is to never cancel a direct debit as it is best to allow a payment to be taken to then be refunded back rather than find yourself in the situation you describe. Hindsight, however is a wonderful thing. 

However, in order to get to a situation like this. Vodafone have to notify you  a bill is due and when it needs to be paid. They've dropped the ball here by not notifying you and then allowed it to progress to two months of missed payments.

So my advise would be to go to www.vodafone.co.uk/complaints  and get a case logged to allow this to be case managed to resolution. You don't have an issue with the bill. More they haven't notified you of the final bill, the monies outstanding nor have they tried to reach out (I mean they hold your email and your mobile number), instead let it impact your credit score.

I wish you good luck

I should add though, this is a peer-to-peer forum so all you'll get is advice. You do need to reach out formally either via the link about or to the social media teams (via the various platforms) to get formal assistance which it's clear you need

[StephenQuinn]

Many thanks for your advice.
I have tried several times through online, telephone and e-mail to no avail. I have transcript statements form Vodafone with inaccurate false statements such as "the credit file will be removed after 30 days" or " we posted a final bill to your address" again false.
As I contacted the Communication ombudsman Vodafone accepted responsibility for imparting stress and as a result, they have offered a tier 5 gesture of good will for £250 with a letter of apology for the stress and inconvenience suffered. Should I take this as it would close the case without removal of the credit file against me?
I have complained directly to Vodafone and had my case deadlocked with no sign of reconciliation.
Currently Equifax are also investigating the complaint. 

I have never asked for any compensation just that common sence be applied to my case. Vodafone have nothing to lose in my opinion to request the withdrawl of the credit marker other than the complete destruction of any future custom from myself or any others who seek my opinion and experience.

[donnyguy]

I would send a response on the back of the letter you've received (the apology and the goodwill credit) and ask them to confirm when the markers will be removed from your credit file.

It can take time but you want them to confirm this for your peace of mind. 

As for Equifax (or any of the other credit agencies), complaining to them won't really help you here as they're obligated to report the information shared to them by companies (they can add notes of correction but again, most scoring systems are automated so make no difference). 

You're dealing with the right people here (Vodafone) as they are the ones responsible for this data. Hopefully you get your full resolution confirmed soon.

[StephenQuinn]

Many thanks for your information and support

[Forestfan1]

That’s exactly what Vodafone are doing to me. I have been a loyal customer for years and have not missed a payement.

I went into store to get a new handset which I was told by the advisor this will be added to your current contract. She then put my old SIM card into my new handset. And discarded the new SIM. I was not told about the sim payement verbally but stupidly signed the contract trusting the advisor. I suffer from mental health so taking in a lot of information can be difficult. I then get a letter from a creditor saying I owe money on a number I did not recognise I took the letter to the same store. And 3advisors told me it looks like a scam and ignore it. 2 weeks later I got a call from the creditors and explained the situation. I then paid. After that I was not told how to repay or set up a DD to carry on as I thought it was a one off payement.  This year I went to apply for a new mortage and had a default on my credit score and one remark. 25 hours later talking to Vodafone with every advisor telling me something different . And also admitted they were trying to contact me on my number I didn’t have. When I challenged that and then put on hold for another 40 mins . He came back and said they did not try and call me he was mistaken. The emails I got previously was you have outstanding credit to pay go to my Vodafone which I did on several occasions and the voice automated said you have zero balance. I even called Vodafone they said zero balance. As it was attached to a number I never had. Miss sold by Vodafone complaints debt did not hel0 remove my bad remark it is now satisfied but remark left on credit score for just

 £170. I accept that I should of read the agreement but Vodafone should except there responsibilities to there customers and correct my credit score which they say they cannot as its to late to do a in store investigation. But did offer me £150 free air time .....

[MarkD]

Hi @Forestfan1, our credit file specialist team on Twitter or Facebook would love to take a look at your query. Please send the team a message and include your Community username so they can refer back to this post. All of the contact details can be found here. 

[Forestfan1]

Details not coming up

[MarkD]

Try this link here @Forestfan1. The Facebook Messenger link and Twitter handle should be at the top of the page, let us know how you get on. 

[Forestfan1]

A phone provider Vodafone who says is good to talk cannot confirm to me that they tried to call me on a number I did not receive. As they can’t find a record to confirm. And admit my complaint. Hard to believe. Even though before the complaint a advisor told me they did. Even asked if they could track back as all calls are recorded. Still not bothered shame full customer service once again.