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Vodafone Credit Marker Issues
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Bionicmunky
Posts: 1 Newbie
Hi all,
Back in 2009 I rang to cancel my Vodafone account as was out of contract and wanted to switch to O2.
I was told fine, my next bill would be my last, so I waited, paid the bill, cancelled the DD and switched to O2.
I continued to get mail from vodafone, thinking it was marketing mail I binned it, until 4 months later I received a red letter which I opened immediately. They hadn't cancelled my account and were demanding 4 months line rental.
So I rang again and was told they hadn't cancelled my account because I had sent written notice?!?
I explained what I had been told on the first call and they agreed that I had been misinformed.
We agreed that I would pay some of the outstanding line rental and they would cancel there and then, without written notice due to the misunderstanding. I asked that late payment markers not be added to my account, again they agreed. Great I thought.
This year I have come to get a mortgage and I find 4 late payments on my record, applied by Vodafone are stopping me from getting the preferred rate mortgage, which could cost me thousands in increased interest rates.
I have called the customer service team who firstly couldn't find the account, then told me they understood but couldn't help, and that I should email the customer team from the website who just don't seem to grasp the problem.
I have filled the 'ask Mark' form in which promises a 24 hour response - nothing, emailed the problem to an 'escalated' email address given to me by the UK customer service team, no response.
I am the end of my tether - Can anyone suggest how I can get Vodafone to honor the agreement we made back in 2009 or at least get a response out of someone who understands (see response from offshore team below).
Many Thanks,
John.
======insert latest trail========
Vodafone Customer Relations.
[EMAIL="john.thompson@marksandspencer.com"]j[/EMAIL]Wrote
Name: John
Dear Mr Bond & Team,
As a final resort am forwarding my complaint/situation here.
I would appreciate someone who understands the breadth and depth of this
situation detailed below contacting me at their earliest opportunity.
It has been two weeks since forwarding to the escalation email address
provided by your UK team who grasped the error and situation and helped
as much as they could only to find that they could only escalate straight
back to the offshore team.
I wish I could state the same for the offshore team who do not seem to
care one bit and seem to fail to understand the description of what
happened or the extent of the problem in hand.
Please respond as a matter of urgency,
Many Thanks,
John T
Trail pasted below:
===================================
From:
Date: Monday, 7 January 2013 15:05
To: "escalated.complaints@vodafone.co.uk"
<escalated.complaints@vodafone.co.uk>
Cc: "
Subject: Error on credit reference markers
Dear Sir/Madam,
I have raised a customer service request #10775797 via your web portal
but the team seem to having issues with realising the depth of the
problem in hand. I have therefore been directed to this email address.
Customer Details:
Name: John T
Account: xxxxx58/0001
Number: xxxxx
Address: xxxx
To describe the issue, back in 2009 I cancelled my account over the phone
as I was switching to O2 to take up a new iPhone that was not available
with Vodafone at the time, I was told this was fine as I was out of
contract and to expect my final bill within 30 days. I received a bill,
ensured payment was taken and cancelled the direct debit.
Subsequently 4 months later I received a red letter demanding payment for 4 months line rental (I had assumed previous letters were marketing as the account was closed). Upon receiving this letter I contacted Vodafone (Singlepoint at the time I believe) and asked why I the account had not been cancelled as per my request. I was told that I had been misinformed by the agent on the original call and that I could not cancel over the phone, and that I had to provide 30 days written notice.
Due to the misunderstanding caused by the agent on the first call, it was agreed that the account would be cancelled at that time without further written notice and subsequent billing if I was to pay the outstanding line rental, it was also agreed that no markers would be applied to credit history as this had been a misunderstanding/caused by misinformation of the original cancellation call.
However, it has become apparent that late payment markers were
subsequently applied to all three credit reference agency records
(Experian/Equifax/CallCredit) and these markers are affecting my ability
to attain a new mortgage agreement at a preferred rate.
The web form team seem unable to understand the costly repercussions of
this oversight by SinglePoint/Vodafone to myself, potentially tens of
thousands of pounds in increased mortgage payments over the next 3 years
due to elevated interest rates caused by these negative markers, which as
agreed at the time by Vodafone should not have been applied to my credit
history.
I ask that you please review this case as a matter of urgency, I am aware
that the full case/account records may not be available, but ask that
this request be given full attention given the potential cost to myself
and my family.
I attach the latest response from your web team, which suggests they do
not fully understand the issue and seem to not be bothered by the effect
this will cause.
Best regards.
John
From: Vodafone Customer Services <ccare.webmails@help.vodafone.co.uk>
Date: 7 January 2013 11:40:30 GMT
To:
Subject: Re: URGENT: Credit history showing incorrect data [#10775797]
Reply-To: [EMAIL="ccare.webmails@help.vodafone.co.uk"]ccare.webmails@help.vodafone.co.uk[/EMAIL]
Hello John,
Thank you for writing back to us. I understand you are not happy with the
services you have received recently.
I have reviewed your account with the number and can see that your
account was cancelled on 08/05/2009. Further, the case was escalated to
the relevant department.
As per the reply, the late payment recorded on the credit file has been
recorded correctly and will remain.
We do not cancel any contract automatically for any customer when the
commitment period has ended. This is because most of the customers carry
on using the services even after the commitment period has ended. If we
cancel the contract automatically then it might raise inconvenience for
the customers. This is the reason we have kept the onus for cancelling
the contract when they wish to. The customers need to write to us with a
30 days' notice period if they wish to cancel a contract.
We didn't receive any notification from your end about the cancellation
of the contract and hence it is still active on a monthly rolling basis.
Further, with regards to call recording, I would like to bring to your
kind notice that the calls are recorded on random basis for internal
training purpose and improving the customer experience and are available
only up to 60 days from the date of this recording. Also, it is not
possible to find a specific call record or provide a copy of all the
calls you have made.
Hence, we will be unable to make any alteration in the credit file.
I trust the above information helps.
Kind regards,
Hitesh Paikra
Vodafone Customer Services
This message and any files or documents attached are confidential and may
also be protected legally. It is intended only for the individual or
entity named. If you are not the named addressee or you have received
this email in error, please inform the sender immediately, delete it from
your system and do not copy or disclose it or its contents or use it for
any purpose. Thank you. Please also note that transmission cannot be
guaranteed to be secure or error-free.
Hello John,
I understand your concern in regards to your query and I apologize for
the inconvenience caused to you.
I would like to inform you that our quality assurance team have
investigated your case and according to them
The late payments recorded on the credit file have been recorded
correctly and will remain. We did not receive 30 days written notice
advising that the you wished to cancel the contract therefore the line
remained active and you will be liable for the charges.
Further, you can contact our technical team on 191(option 2 and 2)
between 10:00 - 17:00 if you are facing issued with the network.
I appreciate your patience and co-operation in this regards.
Kind regards,
Rushda Farooqui
Vodafone Customer Services
We hope you have found our Email Customer Service helpful and convenient.
To contact us please click 'here'.
Thank you for being a Vodafone customer and I hope you enjoy all that
Vodafone has to offer.
Vodafone has logged your email address in case it needs to contact you
about other matters relating to your account. It may also be used for
marketing purposes - you will soon receive an email explaining this and
how you can opt out.
Back in 2009 I rang to cancel my Vodafone account as was out of contract and wanted to switch to O2.
I was told fine, my next bill would be my last, so I waited, paid the bill, cancelled the DD and switched to O2.
I continued to get mail from vodafone, thinking it was marketing mail I binned it, until 4 months later I received a red letter which I opened immediately. They hadn't cancelled my account and were demanding 4 months line rental.
So I rang again and was told they hadn't cancelled my account because I had sent written notice?!?
I explained what I had been told on the first call and they agreed that I had been misinformed.
We agreed that I would pay some of the outstanding line rental and they would cancel there and then, without written notice due to the misunderstanding. I asked that late payment markers not be added to my account, again they agreed. Great I thought.
This year I have come to get a mortgage and I find 4 late payments on my record, applied by Vodafone are stopping me from getting the preferred rate mortgage, which could cost me thousands in increased interest rates.
I have called the customer service team who firstly couldn't find the account, then told me they understood but couldn't help, and that I should email the customer team from the website who just don't seem to grasp the problem.
I have filled the 'ask Mark' form in which promises a 24 hour response - nothing, emailed the problem to an 'escalated' email address given to me by the UK customer service team, no response.
I am the end of my tether - Can anyone suggest how I can get Vodafone to honor the agreement we made back in 2009 or at least get a response out of someone who understands (see response from offshore team below).
Many Thanks,
John.
======insert latest trail========
Vodafone Customer Relations.
[EMAIL="john.thompson@marksandspencer.com"]j[/EMAIL]Wrote
Name: John
Dear Mr Bond & Team,
As a final resort am forwarding my complaint/situation here.
I would appreciate someone who understands the breadth and depth of this
situation detailed below contacting me at their earliest opportunity.
It has been two weeks since forwarding to the escalation email address
provided by your UK team who grasped the error and situation and helped
as much as they could only to find that they could only escalate straight
back to the offshore team.
I wish I could state the same for the offshore team who do not seem to
care one bit and seem to fail to understand the description of what
happened or the extent of the problem in hand.
Please respond as a matter of urgency,
Many Thanks,
John T
Trail pasted below:
===================================
From:
Date: Monday, 7 January 2013 15:05
To: "escalated.complaints@vodafone.co.uk"
<escalated.complaints@vodafone.co.uk>
Cc: "
Subject: Error on credit reference markers
Dear Sir/Madam,
I have raised a customer service request #10775797 via your web portal
but the team seem to having issues with realising the depth of the
problem in hand. I have therefore been directed to this email address.
Customer Details:
Name: John T
Account: xxxxx58/0001
Number: xxxxx
Address: xxxx
To describe the issue, back in 2009 I cancelled my account over the phone
as I was switching to O2 to take up a new iPhone that was not available
with Vodafone at the time, I was told this was fine as I was out of
contract and to expect my final bill within 30 days. I received a bill,
ensured payment was taken and cancelled the direct debit.
Subsequently 4 months later I received a red letter demanding payment for 4 months line rental (I had assumed previous letters were marketing as the account was closed). Upon receiving this letter I contacted Vodafone (Singlepoint at the time I believe) and asked why I the account had not been cancelled as per my request. I was told that I had been misinformed by the agent on the original call and that I could not cancel over the phone, and that I had to provide 30 days written notice.
Due to the misunderstanding caused by the agent on the first call, it was agreed that the account would be cancelled at that time without further written notice and subsequent billing if I was to pay the outstanding line rental, it was also agreed that no markers would be applied to credit history as this had been a misunderstanding/caused by misinformation of the original cancellation call.
However, it has become apparent that late payment markers were
subsequently applied to all three credit reference agency records
(Experian/Equifax/CallCredit) and these markers are affecting my ability
to attain a new mortgage agreement at a preferred rate.
The web form team seem unable to understand the costly repercussions of
this oversight by SinglePoint/Vodafone to myself, potentially tens of
thousands of pounds in increased mortgage payments over the next 3 years
due to elevated interest rates caused by these negative markers, which as
agreed at the time by Vodafone should not have been applied to my credit
history.
I ask that you please review this case as a matter of urgency, I am aware
that the full case/account records may not be available, but ask that
this request be given full attention given the potential cost to myself
and my family.
I attach the latest response from your web team, which suggests they do
not fully understand the issue and seem to not be bothered by the effect
this will cause.
Best regards.
John
From: Vodafone Customer Services <ccare.webmails@help.vodafone.co.uk>
Date: 7 January 2013 11:40:30 GMT
To:
Subject: Re: URGENT: Credit history showing incorrect data [#10775797]
Reply-To: [EMAIL="ccare.webmails@help.vodafone.co.uk"]ccare.webmails@help.vodafone.co.uk[/EMAIL]
Hello John,
Thank you for writing back to us. I understand you are not happy with the
services you have received recently.
I have reviewed your account with the number and can see that your
account was cancelled on 08/05/2009. Further, the case was escalated to
the relevant department.
As per the reply, the late payment recorded on the credit file has been
recorded correctly and will remain.
We do not cancel any contract automatically for any customer when the
commitment period has ended. This is because most of the customers carry
on using the services even after the commitment period has ended. If we
cancel the contract automatically then it might raise inconvenience for
the customers. This is the reason we have kept the onus for cancelling
the contract when they wish to. The customers need to write to us with a
30 days' notice period if they wish to cancel a contract.
We didn't receive any notification from your end about the cancellation
of the contract and hence it is still active on a monthly rolling basis.
Further, with regards to call recording, I would like to bring to your
kind notice that the calls are recorded on random basis for internal
training purpose and improving the customer experience and are available
only up to 60 days from the date of this recording. Also, it is not
possible to find a specific call record or provide a copy of all the
calls you have made.
Hence, we will be unable to make any alteration in the credit file.
I trust the above information helps.
Kind regards,
Hitesh Paikra
Vodafone Customer Services
This message and any files or documents attached are confidential and may
also be protected legally. It is intended only for the individual or
entity named. If you are not the named addressee or you have received
this email in error, please inform the sender immediately, delete it from
your system and do not copy or disclose it or its contents or use it for
any purpose. Thank you. Please also note that transmission cannot be
guaranteed to be secure or error-free.
Hello John,
I understand your concern in regards to your query and I apologize for
the inconvenience caused to you.
I would like to inform you that our quality assurance team have
investigated your case and according to them
The late payments recorded on the credit file have been recorded
correctly and will remain. We did not receive 30 days written notice
advising that the you wished to cancel the contract therefore the line
remained active and you will be liable for the charges.
Further, you can contact our technical team on 191(option 2 and 2)
between 10:00 - 17:00 if you are facing issued with the network.
I appreciate your patience and co-operation in this regards.
Kind regards,
Rushda Farooqui
Vodafone Customer Services
We hope you have found our Email Customer Service helpful and convenient.
To contact us please click 'here'.
Thank you for being a Vodafone customer and I hope you enjoy all that
Vodafone has to offer.
Vodafone has logged your email address in case it needs to contact you
about other matters relating to your account. It may also be used for
marketing purposes - you will soon receive an email explaining this and
how you can opt out.
0
Comments
-
I think you need to make your complaint more concise and less waffly. Using phrases like "depth and breadth of this situation detailed below" is just going to add to the confusion. A simple statement of the facts and what you want to happen is more likely to get a result.
Either get in touch with the web relations team that monitor this forum or send a written letter. A couple of sentences to describe what happened and another to say what you expect to happen.0 -
Don't bother with the written letter unless you want more of the same; send a message with the heading "WRT135" via their on-line form.0
-
Hi Bionicmunkey,
Thanks for making me aware of this.
As you've provided an email reference number from one of your previous contacts with us I'll be able to trace your details from there.
Whilst I'm unable to guarantee a different outcome I will review your concerns further and get back to you as soon as I can.
Kind regards,
Lee
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"0
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