Hello,
The experience with Vodafone for me has been very unfortunate (to remain polite). The worst and unexpected part I discovered it yesterday when through Experian I found out that Vodafone filed a default for my account.
I am now in a very difficult situation with my credit score and I will try to list all the events, so that hopefully someone can help me:
- June 2020 I signed a broadband plan with Vodafone
- I never received the Vodafone modem (pandemic period and I was working from home) I had to purchase for few days a public wifi pass and at the end buying myself a modem to use the Vodafone line.
- Vodafone gave me a discount (money taken off from monthly bills) to cover the problem with the modem (which I never received) and everything went well until March 2021
- In March 2021, I moved flat. 6 weeks before the moving, I notified Vodafone to make sure that the transfer would happen smoothly.
- Mid April 2021 the line in the new flat was still not active. Vodafone issued me a Mobile 4G dongle to cover the disservice. The dongle was an extra charge in my bills that would have been reimbursed after.
- In this period I spent hours talking to Vodafone to make sure that the broadband line was ready to be activate any time soon. Every time the customer service was reassuring me that everything was going to be fixed shortly.
- At the beginning of May I was still without broadband and decided to leave Vodafone. I complained with Vodafone and demanded not to pay a penny more as I was still paying for a service that I never received since March 2021. They reassured me on the phone that there was nothing outstanding to pay anyway. They would have waived the costs of the dongle and let me know if I was entitled to get extra refund.
- At that time for me the key point was not having any more troubles with Vodafone and move to another provider for internet.
- Around the time I also switched bank account to pay certain bills and close some direct debits. I re-set up my direct debits with the other bank but didn’t re-set Vodafone as I was reassured by phone calls that everything was fine as I didn’t owe money to them.
- On the 2nd of October 2021 I found in my letter box a letter dated the 28th of September 2021 and stating that £73.50 were still to pay (my monthly bill for the broadband was £22.95). In the letter was written that a credit company was instructed to handing this balance and at the bottom: “if you’ve paid your outstanding balance within the last few days, thank you and please ignore this letter.”
- Given all the troubles and false promises of broadband activation, I straight away phoned Vodafone asking for some answers. They apologised again telling me that unfortunately I still had to pay £5 to clear everything up and everything would have been fine. I paid on the phone and they gave me a reference n. for the payment.
- On the 4th of October I received an email from Capital Resolve, the credit company that was managing the £73.50 outstanding mentioned above.
- On the same day I called again Vodafone customer services and they told me that because of the short amount of time Capital Resolve were not informed by Vodafone during the weekend but that everything was fine and that I would have received a bill in the next month stating that there was no outstanding charges.
- In the bill dated 2nd of November indeed everything looked fine and I was in credit by £0.29. At that time I thought it was the real end but unfortunately it wasn’t.
- Yesterday on the 25th of March 2022 my application for a joint bank account was rejected. Surprised I went on Experian, signed up on the premium account to see the details and realised that Vodafone add a default to my account that caused the back to reject my application.
(all the above is in email, transcripts and registrations)
Now my situation is quite serious as I was planning to apply for a mortgage and with a default on my account this will last 6 years if not removed.
I would like to think that Vodafone can still fix this problem and remove the default. Otherwise I would have to acknowledge the continuation of this saga and see if Vodafone can be accountable for things like never delivering the modem or failing to provide the broadband service for several weeks. Apologies for the long message and hopefully some good soul out there will be able to help me.
Many thanks
.png "Moderator"){kind=icon}
