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Vodafone Mistaken Defaulted Account - HELP!

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lwid
lwid Posts: 4 Newbie
edited 24 July 2010 at 11:04AM in Mobiles
Hi guys,

I'm at my wit's end trying to deal with Vodafone's customer service. If anyone could suggest anything else I can do, or anyone I can contact, I would be most grateful.

Basically, I requested a statutory credit check since I am going to apply for a mortgage soon. I was extremely dismayed and upset when I found out through my report that VF has put a default on my account on March 2010 without me knowing the cause. I was a VF customer for more than 9 years, but I ported my number over to O2 in October 2009 since they were offering a better deal for my needs. I cancelled my direct debit at the beginning of December 2009 and the last communication I had from VF was to say they were sorry to lose me as a customer. I went on my merry way and thought nothing of it until now.

I contacted their customer care through their website (Ref: #2965614) 2 weeks ago to ask them to explain the default, as I had not received any bills or notice. I received a reply 2 days later saying that I owed them £52 and that they were sending me a free itemised bill (so generous of them!). Thinking I at least have a named advisor to contact, I again stated my case that VF should remove the default on my account since it wasn't my fault they never contacted me about this alleged debt. I told them; the fact that for the 9+ years I'd been their customer, I had never missed a payment and also that I'm initiating contact with them to sort the issue out should show them that I would settle the bill if the charges were right. I had another reply, by a different person, stating that they had sent my bill to my old address and that if I paid the bill they will remove the default. I still have documentation to show that I notified VF of my address change 2 years ago but apparently, they were still sending me bills to my old address. Anyway, again they said I'll get my bill in 3-5 days but they ignored my request of the unfair default removal. So I sent a third email re-stating my case, again asking them to remove the default, as it was not my fault they sent things to my old address. I really had no idea they had put a default on the account, or even that I allegedly still owed them some money! If I did, I would have settled it straight away. I mean, what else do they want? They have my current address and contacts, I've been chasing them for the bill (never thought I'd say that!), I told them if the charges were mine I would pay straight away...is it too much to ask for them to reciprocate in goodwill? Surprise, surprise - I got a reply from yet another person saying the same thing - my bill is going to be there in 3 -5 days. And again, much to my frustration, they just refuse to acknowledge the default notice removal request!

It's now been 2 weeks and I am getting nowhere. I have had to put my house-buying on hold over some stupid mistake that VF made. My credit rating is otherwise good - maybe 2 late payments on my credit card over the course of 6 years, both when I went on a long holiday and forgot to arrange payment before I left. And now to have a default against my name for something I am not even aware of...I am so disappointed and upset that VF seems to be penalising me for moving to O2.

I know that I can just pay the £50 without waiting for the bill, but I don't have the highest confidence in VF's ability to do anything now. Regardless of the charges, they have put a default on my name without notifying me, and they are now just ignoring my repeated requests for removal of this unfair default. My husband is suggesting I write to Ofcom if I get nowhere, but this doesn't change the fact that we will fail to buy a house we like because of Vodafone. Can anyone help with any suggestion as to how to get this sorted out as quickly as possible? Thanks in advance - I really appreciate it.

LW
«1

Comments

  • Guys_Dad
    Guys_Dad Posts: 11,025 Forumite
    10,000 Posts Combo Breaker
    Somewhere in the threads is the address of the Chief Exec's office in the UK. Write and email him directly.

    What I don't know - and I guess you don't either yet - is why, if you cancelled in October and then didn't cancel your DD till November, you have £50 debt. What was the actual date - including any notice period of your end of service with them.

    But a point to note for other MSE members - don't cancel DD instructions till way after end of contract to cover late charges - particularly overseas ones.
  • lwid
    lwid Posts: 4 Newbie
    Thanks, Guys Dad. I have no idea what the charges was for since I thought I'd given plenty of time for them to get my final bill out of the DD. The account was canceled end of Oct 2009, last payment was taken in November 2009. It's just so annoying - they failed to update their database with my current address and punished me for it! Or maybe they're taking a revenge because I moved to O2...:mad:
  • Yolina
    Yolina Posts: 2,262 Forumite
    The UK CEO's email is [EMAIL="guy.laurence@vodafone.com"]guy.laurence@vodafone.com[/EMAIL] alternatively, you can try [EMAIL="vodafonedirectorsoffice@vodafone.com"]vodafonedirectorsoffice@vodafone.com[/EMAIL] (they are the people who deal with issues emailed to the CEO, so you could always just get onto them directly)
    Now free from the incompetence of vodafail
  • lwid
    lwid Posts: 4 Newbie
    Just an update...thinking that I might be able to sort out something quicker, I decided to phone Vodafone Customer Service. BIG MISTAKE! I spent almost an hour with them being passed back and forth to different departments and I just ended up in tears of frustration. The customer service rep said, and this is a quote, "We are only allowed to take payments and send bills, ma'm. I don't know what a default note is." Then I was passed on to someone in the Credit Collection department, who is so condescending I had to keep my temper in check. She told me that they can't remove a default notice since I'm late in my payment. When I pointed out that VF kept sending bills to my old address, she loftily told me "It's YOUR responsibility to keep us updated of your change of addresses!" Duh! When I told her I actually have copies of the docs I sent to VF about my change of address, she grudgingly informed me that I have to contact their Quality Assurance Department. The catch? They don't have a phone number (!!), you can only write a letter to them. I'm guessing so that they can bury it under their mound of paperwork!

    I am so frustrated and I truly hope that the Webteam is nicer and better-informed about these issues than the people in the call centre. I am seriously thinking about complaining to Otelo and Ofcom about the way my case has been handled so far!
  • mobilejunkie
    mobilejunkie Posts: 8,460 Forumite
    edited 26 July 2010 at 7:16PM
    You'll end up with more frustrating and b/s. Your best chance is either to keep hammering away on the phone to them (and yes, I DO know what that's like and how difficult it is!) and to hope someone from their team on HERE contacts you. They seem better at sorting problems (they have a LOT!) BUT have been absent most of the time recently.
  • lwid
    lwid Posts: 4 Newbie
    Another update: instead of the bill from Vodafone that I've been expecting, today I received a letter from a debt collection agency demanding payment immediately due to my breach of contract with them!!! I don't know what I'm being charged for, they're not sending me any bill, and they've sent the debt collectors after me! Even when I've been trying to resolve this for weeks!

    What should I do? Any advice?
  • Vodafone
    Vodafone Posts: 4,297 Organisation Representative
    Hi lwid

    For purposes of completeness (as I've already responded in a thread on the Consumer Action Group forum) I'd just like to say thank you for letting me look into this for you and I'll be in touch as soon as there's more news.

    Speak to you soon

    Kirsty
    Web Relations Team
    Vodafone UK
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Plasterer
    Plasterer Posts: 819 Forumite
    lwid wrote: »
    Hi guys,

    I'm at my wit's end trying to deal with Vodafone's customer service. If anyone could suggest anything else I can do, or anyone I can contact, I would be most grateful.

    Basically, I requested a statutory credit check since I am going to apply for a mortgage soon. I was extremely dismayed and upset when I found out through my report that VF has put a default on my account on March 2010 without me knowing the cause. I was a VF customer for more than 9 years, but I ported my number over to O2 in October 2009 since they were offering a better deal for my needs. I cancelled my direct debit at the beginning of December 2009 and the last communication I had from VF was to say they were sorry to lose me as a customer. I went on my merry way and thought nothing of it until now.

    I contacted their customer care through their website (Ref: #2965614) 2 weeks ago to ask them to explain the default, as I had not received any bills or notice. I received a reply 2 days later saying that I owed them £52 and that they were sending me a free itemised bill (so generous of them!). Thinking I at least have a named advisor to contact, I again stated my case that VF should remove the default on my account since it wasn't my fault they never contacted me about this alleged debt. I told them; the fact that for the 9+ years I'd been their customer, I had never missed a payment and also that I'm initiating contact with them to sort the issue out should show them that I would settle the bill if the charges were right. I had another reply, by a different person, stating that they had sent my bill to my old address and that if I paid the bill they will remove the default. I still have documentation to show that I notified VF of my address change 2 years ago but apparently, they were still sending me bills to my old address. Anyway, again they said I'll get my bill in 3-5 days but they ignored my request of the unfair default removal. So I sent a third email re-stating my case, again asking them to remove the default, as it was not my fault they sent things to my old address. I really had no idea they had put a default on the account, or even that I allegedly still owed them some money! If I did, I would have settled it straight away. I mean, what else do they want? They have my current address and contacts, I've been chasing them for the bill (never thought I'd say that!), I told them if the charges were mine I would pay straight away...is it too much to ask for them to reciprocate in goodwill? Surprise, surprise - I got a reply from yet another person saying the same thing - my bill is going to be there in 3 -5 days. And again, much to my frustration, they just refuse to acknowledge the default notice removal request!

    It's now been 2 weeks and I am getting nowhere. I have had to put my house-buying on hold over some stupid mistake that VF made. My credit rating is otherwise good - maybe 2 late payments on my credit card over the course of 6 years, both when I went on a long holiday and forgot to arrange payment before I left. And now to have a default against my name for something I am not even aware of...I am so disappointed and upset that VF seems to be penalising me for moving to O2.

    I know that I can just pay the £50 without waiting for the bill, but I don't have the highest confidence in VF's ability to do anything now. Regardless of the charges, they have put a default on my name without notifying me, and they are now just ignoring my repeated requests for removal of this unfair default. My husband is suggesting I write to Ofcom if I get nowhere, but this doesn't change the fact that we will fail to buy a house we like because of Vodafone. Can anyone help with any suggestion as to how to get this sorted out as quickly as possible? Thanks in advance - I really appreciate it.

    LW

    Sorry to hear about your problems. I feel all you can do is what I am doing SPREAD THE WORD ON JUST HOW POOR THIS COMPANIES CUSTOMER SERVICE IS. Tell friends and family, in fact anyone that listens just how useless they really are. (changing from them this month to another provider as they are so useless) I even had one representative belch down the phone at me Laugh and then hang up!!!!!
  • spiro
    spiro Posts: 6,405 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    While this is being resolved you can write to the credit agency and have a note put against the default giving you side of the events - saw this option on another thread.
    IT Consultant in the utilities industry specialising in the retail electricity market.

    4 Credit Card and 1 Loan PPI claims settled for £26k, 1 rejected (Opus).
  • Hi All,
    Sorry im new on here so not sure if i have posted in the right place or not...

    We are in the process of obtaining a mortgage and it turns out my partner has a default for £42 by vodafone, this was news to us , we had a donggle from them , no contract was ever signed, and bsically it never worked so we called them to tell them , annd after a few months called to tell them as it has never worked we wish to cancel..this was ok, we got a bill for £19, we called them again to say but we have never used it , anyway after several letters ect they sent us a letter saying they have noticed that the dongle has not been used and the matter was now finished. but they have put a default on his credit rating even though it says settled. We have emailed , called them, but they do nothing .... this is seriusly affecting our furture all for £42..
    Anyone got any suggestions!!!!!!!!!!!!
    Thanks in advance
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