Unfair Default - how to remove?

niksyg

Hi,

I have seen there are other unfair default posts but most people seemed to have actually defaulted and knew about it so my question has not really been answered....also, not even sure if this is the right forum area to be posting this (sorry mods!) so here goes.....

I have been looking to remortgage recently, found an excellent deal through a broker so applied but unfortunately got turned down. Broker suggested partner and I get our credit reports from Experian to see if there are any errors that may have caused the problem, so that's what we did.

His was fine but mine showed as poor because of a default - I was horrified! I have never defaulted on anything so I couldn't work out initially what it was.

Further details brought up that it was from Vodafone, and that the default for £21 had been put on my file in August this year, but linked to an address I hadn't lived at for nearly 5 years.

I currently have a Vodafone account and as far as I knew there were no issues with it. So, I rang Vodafone last Thursday to find out what was going on, but they had to email the relevant department to get further info, saying they would contact me in a week. So today, a week having passed, I rang them as I had heard nothing, to be told that it is a working week (7 working days????!) which will take it to next Monday. The woman I spoke to did confirm that my account was all up to date so I can't understand why this has happened. I asked to speak to a supervisor, but they have put me on call back as no one was available there and then.

I suppose I have 3 issues here:

1. How to remove default asap to allow for remortgage to happen before February.

2. Failing that, I know I can put a notice of correction (?) on my file - 200 words, but how should I word it?

3. What can I do with regards to the rubbish customer service other than contact complaints department which I did today...this is not a minor issue, it's affecting a remortgage!!

Any advice would be greatly appreciated. Thank you.

oopsadaisydoddle

Have you ever had any other accounts with them? Ones that you thought had been closed for e.g.? Is there just one account showing for voda or 2 on your report?

Just because it might be the final bill for a forgotten account? Or could it be that you've taken out a new agreement and then sent it back and that hasn't been cleared up properly?

Lastly, could it be someone that someone has taken out an agreement in your name, fraudulently?

I work for EE and I know that once the cause is determined, it is quite easy to clear up.

Boris_Allen

Sounds like fraud. Probably worth dialling 999, and whilst you're at it, report those Vodafone muppets for not dealing with it properly.

oopsadaisydoddle

Boris_Allen wrote: »

Sounds like fraud. Probably worth dialling 999, and whilst you're at it, report those Vodafone muppets for not dealing with it properly.

I take it you're not being serious, but just in case you are, might be worth mentioning that even if it is fraud, the police won't do anything.

And to be fair to Voda, they will be dealing with it, because it is their company that will have lost out (shiny new phone sent to someone), not OP. OP might be at a disadvantage right now, but once voda have investigated, then the info should be amended to show that OP hasn't defaulted.

amorge

you need to write to them asking them to send you all the original documentation with the outstanding amount and the default notice.
Just over a year ago I got a copy of my file and saw a default from Virgin Media, I replied after approx 30 days and said it was an error and the default was removed from my account a further 30 days after

stclair

If you have no joy with Vodafone query it with experian.

I am sure there is a vodafone rep on MSE, maybe ask them to look into it for you.

http://forums.moneysavingexpert.com/member.php?u=791417

Vodafone

niksyg wrote: »

Hi,

I have seen there are other unfair default posts but most people seemed to have actually defaulted and knew about it so my question has not really been answered....also, not even sure if this is the right forum area to be posting this (sorry mods!) so here goes.....

I have been looking to remortgage recently, found an excellent deal through a broker so applied but unfortunately got turned down. Broker suggested partner and I get our credit reports from Experian to see if there are any errors that may have caused the problem, so that's what we did.

His was fine but mine showed as poor because of a default - I was horrified! I have never defaulted on anything so I couldn't work out initially what it was.

Further details brought up that it was from Vodafone, and that the default for £21 had been put on my file in August this year, but linked to an address I hadn't lived at for nearly 5 years.

I currently have a Vodafone account and as far as I knew there were no issues with it. So, I rang Vodafone last Thursday to find out what was going on, but they had to email the relevant department to get further info, saying they would contact me in a week. So today, a week having passed, I rang them as I had heard nothing, to be told that it is a working week (7 working days????!) which will take it to next Monday. The woman I spoke to did confirm that my account was all up to date so I can't understand why this has happened. I asked to speak to a supervisor, but they have put me on call back as no one was available there and then.

I suppose I have 3 issues here:

1. How to remove default asap to allow for remortgage to happen before February.

2. Failing that, I know I can put a notice of correction (?) on my file - 200 words, but how should I word it?

3. What can I do with regards to the rubbish customer service other than contact complaints department which I did today...this is not a minor issue, it's affecting a remortgage!!

Any advice would be greatly appreciated. Thank you.

Hi niksyg,

Thanks for making me aware of your concerns.

To enable me to take a closer look at matters for you could you email me with the relevant details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches us could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK

niksyg

Hi Lee,

Thanks for posting.

I have not sent an email via the link as you suggested only because I am waiting for another person from the complaints department to get back to me, so would rather see how that goes before I try your link to avoid cross complaining if that makes sense?

Situation now is this:

I was contacted by the supervisor from customer services today who was very apologetic and helpful. She told me that the default was against an old account which I knew nothing about, so I was able to pay the amount off so it has at least been settled. I asked her if this meant the default would be removed as I had no idea I owed any money and she said she would forward it on to the credit (?) team who would look into it and let me know.

I was then contacted by a chap from the complaints department as I had emailed a complaint yesterday.

He said that the default was from the old account, which was closed in November 2009 and disconnected on 15/12/2009. He said that letters had been sent to me but I had not paid the outstanding balance (£21) hence the default. I explained that I had not received any correspondance between the 15/12/09 and when I moved out of the property in January 2010. If I had of done, I would have paid the outstanding figure.
He then went on to say that I should have imformed them of my change of address but my reply was that if the account was closed and cleared as I thought it was as I had not been told otherwise, surely I did not need to inform them that I had moved house??

Anyway, I then opened a new account with Vodafone in 2011, with the same phone number. In my mind, logic would suggest that Vodafone would make a connection between 2 accounts with the same number and same person and would let me know about the outstanding amount - obviously they don't work to such logic.

So, the complaints chap was actually quite unhelpful and just kept repeating that I should have informed Vodafone of the change of address and I kept maintaining that as the account was closed, I saw no reason to.

I am now waiting for someone from the next level of escalation to contact me to discuss further.

I am NOT happy as the 6 year time period for defaults is going to have a MAJOR impact on me and if I had known about the £21, I would have paid it!

Vodafone

Hi niksyg,

Thanks for coming back to me.

I understand that you want to see things through with the person who you're currently dealing with to prevent any confusion.

Naturally, my offer of assistance remains open if required.

Kind regards,

Lee

Web Relations Team

Vodafone UK

Bravehearted_2

When you closed the old account, did you know there was an outstanding balance? If so why didn't you clear it?

I see this ending with Vodafone refusing to remove the default as it is justified in the circumstance described above.

And why would they try to connect the old account with the new one? Just because it was the same number and name?

As there was a balance, you were obliged to notify them of your new address.

sistafromanothermista

niksyg wrote: »

and if I had known about the £21, I would have paid it!

Bravehearted wrote: »

When you closed the old account, did you know there was an outstanding balance? If so why didn't you clear it?

As there was a balance, you were obliged to notify them of your new address.

The OP has said she didn't know there was an outstanding balance!


As she didn't know there was an outstanding balance why would she have thought to advise them of the change of address???

Read the thread and she has already answered your questions...........