cancelled contract within 14 day period never even used sim yet contract hasn't been cancelled

[ek24]

I took out a sim only contract with vodaphoen in OCT 2018but I was offered a better deal with my current provider therefore never even activated the sim, called vodaphone and cancelled the contract within my cooling of period, who ever dealt with it clearly failed to cancel the contract now I am being bothered by a debt colllection company, recently called vodaphone about this problem yet they still havent done anything about it as I have just recieved another letter from CCS collect even though I was told it would be solved, whats worse is that this mistake on vodaphone behalf has severly effected my credit score as I have just checked and it shows as if I havent been paying my contract for 4 months. What can I do to correct this problem and for vodaphone to correct their mistake and remove the false information which has been reported to the credit providers?

[BandOfBrothers]

Hi @ek24 

The agent clearly should have arranged the cancellation if a person advises they are cancelling their contract within the cooling off period which is 30 days.

They should have then sent a final bill for any allowances used which is followed by a Sorry your Leaving Letter and a £0 bill which confirms cancellation.

It's best practice to keep the Direct debit Live until that time.

What have the Vodafone Customer Services agents said to you ?

Have you advised the Debt Collection Agencies of the situation ?

The Vodafone Social Media Team here can access your account and help if you prefer to wait until they reach your thread. 

They also have a Credit File Specialist Team who can investigate too.

A person can further escalate the issue via Here.

I wish you all the best with this situation. 

[TJ]

I'm sorry to hear your contract wasn't cancelled when you requested it @ek24 and apologise for any inconvenience this has caused.

So one of our Credit File Specialists can take a closer look into this for you, I've sent you a private message with details on how to get in touch.

[HollyL96]

Hi, the exact same situation happened to my boyfriend recently. He cancelled within 3 days.. so within the cool down period and over the phone to a vodafone advisor he was told the cancellation had been processed. He has received letters and has had to call vodafone a few times but nothing has changed. His credit score is very poor and he is at month 6 of having a fefault show on his credit history because of this. What should he do? 

[BandOfBrothers]

@HollyL96 

He needs to phone customer services on 0333 3040191 or use Live Chat.

Alternatively he can contact the Vodafone Social Media Team's via Twitter or Facebook via Contact-us-for-account-specific-queries. 

There is no Account Access via this forum.

They can check the account and ask their dedicated Credit File Specialist Team's to look at the default to investigate whether it is warranted or not.

Default-on-your-Credit-And-File-How-to-add-a-Notice-of-Correction. 

I wish you all the best with this.