vodafone's mistake has left me with a bad credit rating... help!

taipana

I am currently experiencing the same thing as the original poster.

The Vodafone Customer service is the worst in the whole wide world!! I have dealt with Orange and 3, they treat people like humans…Vodafone on the other hand is like an indoctrinated bureaucracy, reading standard party lines – this is despite the fact I have been a customer for three years. I regret every year with them. At the end of my present contracts, would make sure my wife, kid and I stop using them. I advise people to boycott them too

My complaint is a recent default I noticed on my credit file by Vodafone on a phone that was transferred to a friend. I was not aware of the problem till I applied for a mortgage and checked my credit file. There was no communication on this whatsoever from Vodafone about the friend’s default as regards default until when I checked Experian this week. Immediately I saw this, I cleared the balance of £121 even though it wasn’t my fault.

Even though my friend had been paying from his account and bills were going to him, Vodafone still counted this against me. This is some sort of shakedown

I have complained but no one was willing to help and it was not escalated nor was I put in contact with the Credit Department. The customer service representative told me there was nothing Vodafone could do and I should take it to the Ombudsman Services without him trying to escalate it. I have had a chat with 4 different customer service rep and none of them has been willing to help. All you get is an answer from a script – very unhelpful.

I want the defaults removed from my account as there was no correspondence from Vodafone on this. My track record of payment should be considered on this too…not removing the default prevents me from getting the mortgage I have applied for.

Baileycat

gorilly wrote: »

its also laughable that vodafone claim they have a telephone customer services dept who dont have email and a email dept who dont have phones and cant contact each other? are they being serious...

Frustratingly, this bit actually is true, although I completely understand why its hard to believe in this day & age :eek:

It sounds like you've had an awful time of it so far, hope you get it sorted

arcon5

gorilly wrote: »

the next installment on the disgusting CS from vodafone, i called them they said i still owe them the money - so i sent them a copy of the original email (AGAIN) - the original email states this:
Vodafone said they would 'see' about having the credit marks removed if i will go 50/50 on the early termination fee as i never gave the handset back to them - they didn't specify i needed to give the handset back and the fee they are chasing is the early termination fee- which is exactly what the email above states will be wavered.

I feel they are trying to hold me to ransom just for a bit of money - the customer services representatives lie though their teeth and are very deceiving - they try really hard to stitch you up in the way they speak on the phone. The lady on the phone has actually called me back while i am writing this - she actually said to me on the phone the email states the word exception and an exception can be anything we want it to be so we will not waive the fee unless you pay us 50%... Am i being stupid here? the email clearly states they will waive the fee for me?

Would it not be implied/obvious that if they allow you to rescind the contract and seize payments, their consideration to you (the phone) would be restored back to them? You can't terminate the contract and keep the phone provided.

Depending on their terms and/or correspondence, they may even have a case to pursue you for these costs.

Can you not just return the phone and have them honour what they agreed to do?

gorilly wrote: »

the saga continues...! this company has the worst attitude towards their customers...! they say something and then dont stick to their word

I spoke to mick at customer care today - he said to me i've never sent this info and he needs to see it to proceed so i offer to email it, he says he has no email address and to send it to the email team, i asked if i send it to the email team can he then check and see it? he said no they are in a different office and dont have telephones (haha i dont believe this for a second!!) he then said to speak to the escalated complaints dept and give me number for them - the number turned out just to be the main switch board for customer services... when i finally get through to someone they tell me this dept doesnt even exist....

the next person i speak to is enas abbas in complaints, she is the one who 'as a good will gesture' offers me a deal to pay 50% and they will then consider removing the marks. (enas.abbas@vodafone.com) - how do these people sleep at night? Enas read the email back to me and actually changed it to suit vodafone... for example she changed we will make sure to we will see and then said see we didnt state anything it was just an idea.... i then re read it to her... im shocked they even try tactics like this!

its also laughable that vodafone claim they have a telephone customer services dept who dont have email and a email dept who dont have phones and cant contact each other? are they being serious...

A nice big cup of

gorilly

arcon5 wrote: »

Would it not be implied/obvious that if they allow you to rescind the contract and seize payments, their consideration to you (the phone) would be restored back to them? You can't terminate the contract and keep the phone provided.

Depending on their terms and/or correspondence, they may even have a case to pursue you for these costs.

Can you not just return the phone and have them honour what they agreed to do?



A nice big cup of

in the end they fixed my credit rating, they also paid me some compensation and apologized. Then gave me ANOTHER bad credit mark! then removed it again! so all ended well but it didnt help with months and months of stress - their customer service is disgusting.

As stated in the original message they didn't request the handset back - if this had been the case i would have just sent it back at the time. I am not a mind reader.

gorilly

taipana wrote: »

I am currently experiencing the same thing as the original poster.

The Vodafone Customer service is the worst in the whole wide world!! I have dealt with Orange and 3, they treat people like humans…Vodafone on the other hand is like an indoctrinated bureaucracy, reading standard party lines – this is despite the fact I have been a customer for three years. I regret every year with them. At the end of my present contracts, would make sure my wife, kid and I stop using them. I advise people to boycott them too

My complaint is a recent default I noticed on my credit file by Vodafone on a phone that was transferred to a friend. I was not aware of the problem till I applied for a mortgage and checked my credit file. There was no communication on this whatsoever from Vodafone about the friend’s default as regards default until when I checked Experian this week. Immediately I saw this, I cleared the balance of £121 even though it wasn’t my fault.

Even though my friend had been paying from his account and bills were going to him, Vodafone still counted this against me. This is some sort of shakedown

I have complained but no one was willing to help and it was not escalated nor was I put in contact with the Credit Department. The customer service representative told me there was nothing Vodafone could do and I should take it to the Ombudsman Services without him trying to escalate it. I have had a chat with 4 different customer service rep and none of them has been willing to help. All you get is an answer from a script – very unhelpful.

I want the defaults removed from my account as there was no correspondence from Vodafone on this. My track record of payment should be considered on this too…not removing the default prevents me from getting the mortgage I have applied for.

did you ever get this sorted out? if not then PM me and i might be able to help after having dealings with them !