Vodafone Violation of Data Protection Act

Heavitree

Hi Everyone,

I've just been offered 100 pounds compensation from Vodafone for them wrongly selling my details to Fredrickson debt collection and also putting a default on my credit report which resulted in my mortgage application being declined at a crucial stage in April this year.

Earlier this month, I had written a painstaking letter to them providing evidence of their costly mistakes, and I recently received a letter saying, 'please call 0808 004 4688'. I called and the woman I spoke to (Holly) was clearly put out at having to read the letter which contained my Equifax credit report. She finally put it through to senior management who came back very quickly with a non-negotiable 100 pound offer. I am now waiting for a letter from Vodafone to take the matter to an ombudsman who will investigate the matter on my behalf for free.

Briefly, I'll summarise the chain of events because I know a lot of you who read this will be able to identify with me here. There seems to be something exceptionally wrong with Vodafone's customer service and I think that for any of us who have wrongly suffered from harassment from debt collectors, hundreds of expensive, hopeless and time consuming phone calls to disinterested customer service reps, a lack of professionalism in written correspondence, and declined mortgages for 'bad credit', it's time this company answered for itself.

So...

- In Dec 2009 (after being a Vodafone customer for 4 years), I phone Vodafone and tell them I am switching to 3
- From Jan 2010 to Aug 2010 Vodafone continue to bill me
- In February 2010 I am reimbursed the above money and the account is again confirmed to be closed
- In July 2010 my account defaults without me knowing
- Vodafone sells my details to Fredrickson
- They find me at a new address one year later and start aggressively perusing money from me and my partner
- In Jan 2011, with Vodafone's assistance, Fredrickson finally desist from harassing me, and Vodafone apologises to me and says account is definitely settled
- In Dec 2012, I am declined for a mortgage at a crucial moment but the reason cannot be revealed to me by the lender because of Data Protection Act
- Plans for a home refurbishment fall through / builders leave the job
- I finally find out through Equifax that Vodafone are the source of the bad credit
- Vodafone examine the phone conversations and realise that a.) my account should have been closed in Feb 2010 and that b.) my credit file should have been amended at the earliest opportunity (they then amend the bad credit)
- The mortgage is finally approved but more than 1 month later than expected resulting in me staying in rental accommodation for an extra month at a cost of 1000 pounds
- I write to Vodafone seeking compensation

Now, there is only one person throughout this dreadful experience - his name is Lee from Vodafone web relations - who took my case seriously. He is a person worth contacting if you are in a similar situation. Lee actually managed to get the phone calls examined, where so many other Vodafone reps hurriedly said nothing could be done.

Lee or another Vodafone rep may respond here and say that part of the problem lies with the fact that when using a PAC code and switching to another provider, you need to formally request this in writing and therefore a phone conversation confirming this is insufficient.

But for me, 3 verbal confirmations of my account being closed is sufficient - and the blame lies with Vodafone's untrained, disinterested customer service reps. Moreover, if it so easy to take out a phone contract over the phone, then it should be equally easy to close the same account.

100 pounds compensation does not cover my phone call costs over this 4 year ordeal, let alone come anywhere close to the level of distress that various employees at Vodafone have caused myself and my partner. It is a derisory figure that only serves to reinforce my original grievances with Vodafone.

Wrongly selling details to third party debt collecting sharks is a crime that has to go noticed and punished accordingly.

Just because I had the patience to persist with this does not mean that we all do. I genuinely fear for more vulnerable people who are subjected to aggressive companies like Fredrickson or find themselves at the bottom of a black hole, victims of a wrongly affected credit report.

These are worrying times where corporate behaviour can get away with crimes like this. What is the point of writing a letter reasonably pointing out serious consumer concerns about irresponsible customer relation reps, only to be asked to phone a customer service representative who 'may not have the time to read all of the complaint'.

Vodafone, speaking on behalf of the hundreds of disenfranchised past and present customers, this cannot continue to happen and what are you going to do about it?

Dan

NFH

I haven't read through the entire post because there appears to be a lot of superfluous information, but it sounds more significantly like a case of libel than a data protection issue. For libel, you could claim damages from Vodafone for the harm done to your reputation (e.g. with credit reference agencies) and your costs and time in rectifying this.

When companies have defamed me in a similar manner, I have written to them asking for a reasonable amount in damages in respect of their libel and they have paid up promptly without quibbling. I suggest that you do the same.

Buzby

No Data Protection issues - you agreed to he disclosure (it is in the T&C's) there may well have been incompetence, but why wold a DCA 'buy' a debt of zero?

Also, if taking out a mortgage it always ales sense to check your own file to catch any nasties that lurk - call it due diligence. As for your call to Vodafone, they'll do nothing - apart from making soothing noises they all operate this way, as it is the CRAs that refuse to provide iD and credit checks unless the requestor similarly provides data.

Vodafone

Hi Dan,

I do recall handling the credit file aspect of this matter earlier in the year.

In regard to these recent developments I note that you're now awaiting a letter from us before approaching the Ombudsman.

With this in mind, I'm sure you'll appreciate that it wouldn't be appropriate for me to comment any further.

Kind regards,

Lee

Web Relations

Vodafone UK