Vodafone default - not my fault - how to remove? *RESOLVED*

mjmoore84

Since March 2015, I have been battling with Vodafone about a Sim-only contract that I used for my iPad. This was cancelled in March, whereby I called them to make sure everything was cancelled, I was told there was nothing to pay, the next month came with a letter saying there was an amount to pay. I called up again to be told there wasn't anything left to pay and to ignore it. Lo and behold, another month goes by and another bill turns up, I ring once again to be told the same thing. This happened repeatedly over 6 months and I stupidly believed them when they said there was nothing to pay. I finally spoke to someone in the Collection Department after I had a final warning about payment who said they had wrongly been chasing me for money, wiped my account and then said that would be the end of it. I have just tried to get a mortgage to find that my credit check has failed because I have a number of late payments as well as a default payment of £25 on my credit which I knew nothing about. So now because of Vodafone's incompetencies once again, I cannot get a mortgage. Please help!!!

Reference number: 12654150 for Lee.

mobilejunkie

The main lesson is simple. NEVER believe a word Vodafone gives you (except for the WRT). If it's not in writing from them it doesn't exist.

mjmoore84

Thanks MobileJunkie. I forgot to mention that I asked for something in writing every time I spoke to someone...but these were never received. Am shocked that this can happen and has obviously happened to so many people. Is this something that can be complained to the Ombudsman about?

mobilejunkie

Definitely. You will need details and proof. I have have used the Ombudsman to great effect for EE sevral times, but have read that Vodafone comes under a different Ombusman who are more helpful to Vodafone than their long-suffering, tortured customers. I have used the WRT endless times, though my latest has been going on for months and they haven't been able to resolve it thus far because their systems are complete rubbish.

mjmoore84

So after a 5 minute chat to someone in the credit file department at Vodafone, the late payments and default have apparently been removed because it was the fault of Vodafone. So we will wait and see after 30 days if that is the case. I still cannot believe this happened in the first place and has been happening so often and jeopardising people's rights to live in their own home in the first place by not allowing a mortgage application to go through. Another 30 days will go by where I can't buy a house and stop wasting my money through renting, thanks Vodafone, any compensation for that!?

Any follow up from Lee to make sure this actually has been done would be greatly appreciated as I no longer trust anything that comes from Vodafone.

mobilejunkie

It's normal not to receive notifications, it seems. Vodafone never do what they tell you so anything they promise is worth absoltuely nothing. It would however take some time to get anything removed from yuor credit file and if you really did owe them money it is extremely unlikley that it would be. The normal Vodafone nincumpoops wouldn't have a clue about it anyway and are only there to fob you off and tell you what you want to here.

Contact the Web Relations Team as instructed on the main thread near the top of Page 1 of this forum. All else will just waste more time and send you into a worse state.

mobilejunkie

Try emailing without going onto the forum using the same title to:-

eforum.web@help.vodafone.co.uk

grawiz

If it's not too late for others - my advice is DO NOT take out any contract with Vodafone! I had been with them for eleven years when I first asked to take my number elsewhere. The member of the Customer Retention Team simply lied to me about capping the data usage on my daughters' accounts causing me to run up extra charges. It took more than 30 hours of telephoning to resolve the issue!! I finally got the porting codes to move to Three (who have been great so far) and rang in early Feb to ask Vodafone for a closing bill to be sent to me as I can no longer access any account details online. All I have received is a text saying I owe them approx £2600 - as I had 2 SIM only contracts for my kids and a two and a half year old mobile I should be paying for a months connection in total. I have spent a further 5 hours on the phone, each time they agree that the bill is wrong, and promise me a call back which I never get. I went to our local Vodafone shop where I joined a queue of people seeking help with similar problems (one lady was in tears) but still nothing has been done. I WILL NEVER DEAL WITH VODAFONE AGAIN as they have the power to cause you significant difficulties and refuse to enter into written correspondence with customers. Avoid Vodafone at all costs, loansharks behave more ethically!

grawiz

I forgot to mention that I was told in one of my calls to their Customer Services that because I had called at 9-05 pm, they would only be able to call me back between 9pm and 6 am to further discuss the case! I agreed to be called during that night, but specified I did not want to be called any other night between those hours - hat is how desperate I was to resolve my problem with them. Needless to say, I didn't get a call back that night, but was called at 4am a few days after Christmas to be told that although I had shown the shop staff the screenshot of the chat online in which I had been promised a credit to my account, they would not be honouring it. I am still trying to extricate myself from their clutches as I try to get them to confirm in writing what they have several times told me on the phone (that I do not owe them thousands of pounds) but I feel as though it will never end. I am amazed that such a large company operates in such a shady, cowboy manner.

Carly_Cuell

I have a similar problem, bankrupt Feb 2012, discharged Feb 13, Vodafone included in bankruptcy, showed them the order and THEY cancelled contract then issued defaults, up until 2014...impossible as defaults cannot be issued post bankruptcy if included in order and secondly, Vodafone cancelled my contract NOT ME. It's so far taken almost 4 years of me trying to sort this, last resort referring to ICO, this is preventing my mortgage application... Can anyone from Vodafone help! Or anyone