Vodafone Default wrongly issued

gc2013

Hello,

I recently found out that I had a default place on my credit file because of theft of my phone + SIM 2 years ago.

The fact is that at the time this was taken up and disputed with Vodafone's Fraud team and they never notified me of the outcome of the case.

When trying to contact Vodafone recently, they just said that the default is correct, as the fraud team found it not to be fraud. Why was I never notified of this????

It seems very unfair that Vodafone are able to place defaults on individuals credit files for incidents such as this...

I have stated to Vodafone 3 concerns that I have:

1. Why was I never sent an itemised bill showing usage during that time.
2. Why was I never notified of the fraud team's findings.
3. Why is there no pro-active monitoring of account usage, as my typical monthly bill was no more than £15 over the course of 7 years, but £463 usage was billed over a one month period.

Surely Vodafone should put something in place to monitor activity, as Credit Card providers do..

Anyway, I am now once again disputing this with Vodafone as I just see this as entirely unreasonable (I have also paid the outstanding amount just as an attempt to at least make my credit rating a little better)

fermi

The vodafone web relations team/company rep may be able to help?

Contact via http://vdfn.co/email or [EMAIL="eforum.web@help.vodafone.co.uk"]eforum.web@help.vodafone.co.uk[/EMAIL] - quoting WRT135 - MSE in the subject line and a link to this thread.

Vodafone

Hi gc2013,

Thanks for making me aware of this and for following the advice provided by fermi.

I've received your email and will get back to you as soon as possible.

Kind regards,

Lee

Web Relations

Vodafone UK

izools

gc2013 wrote: »

Hello,

I recently found out that I had a default place on my credit file because of theft of my phone + SIM 2 years ago.

The fact is that at the time this was taken up and disputed with Vodafone's Fraud team and they never notified me of the outcome of the case.

When trying to contact Vodafone recently, they just said that the default is correct, as the fraud team found it not to be fraud. Why was I never notified of this????

It seems very unfair that Vodafone are able to place defaults on individuals credit files for incidents such as this...

I have stated to Vodafone 3 concerns that I have:

1. Why was I never sent an itemised bill showing usage during that time.
2. Why was I never notified of the fraud team's findings.
3. Why is there no pro-active monitoring of account usage, as my typical monthly bill was no more than £15 over the course of 7 years, but £463 usage was billed over a one month period.

Surely Vodafone should put something in place to monitor activity, as Credit Card providers do..

Anyway, I am now once again disputing this with Vodafone as I just see this as entirely unreasonable (I have also paid the outstanding amount just as an attempt to at least make my credit rating a little better)

Add to that why did they add a default notice to your credit file without sending you any notices of account in arrears, or default notice, or any request to pay in any way shape or form for that matter.

Which I presume they didn't?

Charnley56

My daughter has also had an unfair default placed on her credit rating by Vodafone, on an ongoing dispute, which we believe is illegal.
She had stupidly agreed to allow her (then) boyfriend to take out a phone contract in her name, and he racked up a huge bill in her name. Of course, she has been left to pay. We don't dispute that she owes Vodafone money, but we do dispute the amount owed.
We rang Vodafone in January, and asked for a payment plan to be set up, but before we could make the first payment, it was referred to a debt collecting agency. We made a payment of £50 to the debt collectors, which has never been acknowledged, and then the debt went back to Vodafone.
In April, we set up a second payment plan, with the money to be paid on the first of the month, commencing May 1st.
We made the first payment on 30th April, but on 23rd May, we received a letter from a second debt collecting agency, who have added their own fees to the outstanding amount.
Vodafone have said "We had set up a payment plan on your account on 11.04.2013 and as per this plan it was agreed that you will pay £98.93 on the first of each month. We even received a payment from you on 30.04.2013 for £98.93."
They then go on to say ""After this date, we did not receive the part payment for the month of May and the promise to pay set up on your account was hence cancelled on 2nd June 2013. Before the payment plan was cancelled, we waited for the payments of May and June 2013."
The payment made on 30th April was for the full amount we agreed, due on May 1st - we actually paid it a day early! And we were in dispute by June 1st.
Vodafone say "The account was referred to the third party agency on 16th June 2013 for the overdue balance." yet the debt collectors sent their first letter on 23rd May, followed by a second letter on 4th June.
We have been backwards and forwards to Vodafone for months. Every time we speak to them, it gets worse. WE WANT TO PAY THE BILL, but it's like banging your head on a brick wall. The stress of it is making me ill.
Also, until this week, we hadn't seen bills for February, March and April 2013, even though the amount owed kept rising, so we didn't know what we are supposed to be paying for. We are at our wits end.
Help!!!

Candyapple

gc2013 wrote: »

Hello,

I recently found out that I had a default place on my credit file because of theft of my phone + SIM 2 years ago.

The fact is that at the time this was taken up and disputed with Vodafone's Fraud team and they never notified me of the outcome of the case.

When trying to contact Vodafone recently, they just said that the default is correct, as the fraud team found it not to be fraud. Why was I never notified of this????

It seems very unfair that Vodafone are able to place defaults on individuals credit files for incidents such as this...

I have stated to Vodafone 3 concerns that I have:

1. Why was I never sent an itemised bill showing usage during that time.
2. Why was I never notified of the fraud team's findings.
3. Why is there no pro-active monitoring of account usage, as my typical monthly bill was no more than £15 over the course of 7 years, but £463 usage was billed over a one month period.

Surely Vodafone should put something in place to monitor activity, as Credit Card providers do..

Anyway, I am now once again disputing this with Vodafone as I just see this as entirely unreasonable (I have also paid the outstanding amount just as an attempt to at least make my credit rating a little better)

Did you go to the police and get a crime reference number after the theft of the phone and give it to Vodafone?

Why did you pay the bill recently if you didn't run it up? It seems that would work in Vodafone's favour backing up their claim that no theft/fraud was committed, especially since paying off a default makes no difference to your credit file anyway as the damage is already done.

mattyprice4004

Candyapple wrote: »

Did you go to the police and get a crime reference number after the theft of the phone and give it to Vodafone?

Why did you pay the bill recently if you didn't run it up? It seems that would work in Vodafone's favour backing up their claim that no theft/fraud was committed, especially since paying off a default makes no difference to your credit file anyway as the damage is already done.

They paid it because they have to - if your phone is stolen it is YOUR responsibility to get it barred and the SIM de-activated so it cannot be used.

Why should Voda be responsible for a theft? It's nothing to do with them, they can't be expected to monitor every bit of account usage. It's your property, and you need to look after it and report ASAP if it goes missing to prevent these kind of bills.

And you're also wrong on a second count - paying off a default means it's marked as settled. This is looked on more favourably (obviously) than an unpaid debt.

Vodafone

Hi Charnley56,

I’m sorry to see what’s happened with your daughters account.

If you'd like me to take a looks at things, please ask her to email me with her details via the link in our profile here.

Just copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me please also quote the code WRT135 - MSE in the subject line.

Once sent you'll receive an automated reply with a reference number. Could you update the thread with this and I'll get back to you as soon as possible?

Thanks

Jenny
Web Relations
Vodafone UK

MEM62

I got shafted by them too. After 10+ years as a Vodafone customer I changed to a different network, confirmed the termination of my contract with them, including dates & amounts etc and thought noting more of it. A month or so later I get a bill in excess of £100. My average monthly usage was less than £25 so there is no way that was correct. I raised a dispute with them and asked them for a breakdown of the charges. Vodafone never answered my questions, they just defaulted the account and assigned it to a debt collector. I was pretty much blackmailed into settling at the time as I was re-mortgaging and the lender would not proceed with the account unpaid. I tried to raise a formal complaint with them sometime afterwards but then my account conveniently couldn't be traced. My mysterious disappearing account didn't stop the default sitting on my credit report though.

Vodafone

Hi MEM62,

I’m sorry to see what’s happened.

If you’d like me to look into this, email me with your details via the link in our profile here.

Just copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me please also quote the code WRT135 - MSE in the subject line.

Once sent you'll receive an automated reply with a reference number. Could you update the thread with this and I'll get back to you as soon as possible?

Thanks,

Jenny
Web Relations
Vodafone UK

MEM62

Vodafone_company_representative wrote: »

Hi MEM62,

I’m sorry to see what’s happened.

If you’d like me to look into this, email me with your details via the link in our profile here.

Just copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me please also quote the code WRT135 - MSE in the subject line.

Once sent you'll receive an automated reply with a reference number. Could you update the thread with this and I'll get back to you as soon as possible?

Thanks,

Jenny
Web Relations
Vodafone UK

Jenny,
Contact made on the August 29th via the link in your post as suggested. So far no acknowledgement or reference received.

MEM62