Vodafone ruining credit file

peted777

Hi all,

I am new to this so bare with me.

Long story short - my wife had an old contract with Vodafone which she cancelled but for some reason they kept billing her (without her knowledge) for 6 months. The problem got resolved and Vodafone admitted they were at fault.

We have recently applied for a new mortgage and it has come to light that Vodafone have put a default onto her credit file. She has phoned customer services and been into different stores on numerous occasions. They have all told her that it is out of their hands.

This is really effecting which mortgage (if any!) that we are able to get.

Can anybody help??

Thanks

Pete

National_Debtline

Hi Peted777 and welcome to MSE.

peted777 wrote: »

Long story short - my wife had an old contract with Vodafone which she cancelled but for some reason they kept billing her (without her knowledge) for 6 months. The problem got resolved and Vodafone admitted they were at fault.

It will depend on how this was resolved. If Vodafone confirmed that the contract was cancelled correctly and no money was due (at the time when they registered the default) then you should make a formal complaint and request the default is removed as this would be classed as incorrect information. (If they refuse then consider taking the matter to the Information Commissioner).

However, if the default relates to a time when money was due but not paid under contract then you may not be able to get it removed. You could put a ‘Notice of Correction’ on your credit file instead to give the default more context.

Laura
@natdebtline

peted777

Hi Laura,

Thanks for your reply.

Yes they were in agreement that there was no money due at the time. It turns out they had made a duplication of her contract 'by accident' therefor causing the problem.

My wife has sent this email to Vodafones quality assurance team on wednesday (22/7/15) but has had no reply since...

'Dear sirs

I had a pay monthly mobile account with Vodafone which was cancelled well over a year ago. I then moved address and received a letter to my old address(above postcode) several months after cancelling my account advising that there was an outstanding balance. After calling your customer services line it was discover that Vodafone had in fact duplicated my account in error which they told me was resolved and the outstanding balance would be removed.

Last week I applied for a new mortgage to find out Vodafone had put a default on my account! This is an absolute disgrace and has stopped me from getting a new mortgage which was going to save me 290 pounds a month!! This is the only negative thing i have ever had on my credit account and I need it resolved as soon as possible.

I have been trying to resolve this for 5 days now through your contact centre with no one being of any assistance. I was told by them to go into store as they couldn't access my account and assured me that the store would me able to help. I then called into the Vodafone store today to be told they can't do anything and gave me the same number I had been calling. After a further 3 calls this afternoon I was eventually given this email address.

I would ask that someone looks into this serious issue as a matter or urgency.

Kind regards'

We would really appreciate any more help on this matter.

Thanks Laura (And whoever else reads this and is willing to help!)

Vodafone

Hi Pete,

If this remains unresolved, ask your wife to email me with her details via the Contact us form here.

To access the form she'll need to enter the code WRT135.

As well as stating her query in the question box, she'll also need to quote "MSE Forum".

Once sent, she'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

1971Mrmojorisin

I am writing today to express my frustration and concerns regarding my experience with Vodafone uk.

I took two contracts out on iPhone 5s with Vodafone on or around the 8 February 2014 via phones 4 u. Within 48 hours my problems started. I experienced network errors and slow or no access to the internet, I was also receiving "call catcher" text messages to notify me that I recently missed a call. Even with my phone in hand and showing two bars of signal.

This lead me to call the Vodafone help team who, after I explained all problems attempted to reset/ alter various settings on my phone.

This did not solve the problem so I was then told there must be mast update issues in my area and the problem should be resolved within 2 weeks. I called after the 2 weeks to report that I wed still having problems only to be told that it would be another 4 weeks of mast updates. This same excuse continued for another 15 phone calls with the "updates" being extended constantly. I took my complaint to the communications ombudsman who after 2 months of dealing with Vodafone on my behalf could only recommend a offering of a signal booster for my home which you surly will agree is pointless as this take the mobile out of mobile phone. I do not dispute that I can't use the phone at all. There are times when calls can be made or data can be accessed.

after explaining my problem for the 40th time this year I was asked if I could reset/alter settings with this done again, I was told there was mast updates and it would take 4 weeks and that all my previous requests and concerns about the mast issues were not recorded so nothing has been done since February. I do not believe there are any issues with the masts only staff supplied with delaying tactical excuses.
I was eventually offered a cancellation free of change only for it to be withdrawn 3 days later.
Needless to say I refused to pay for the lack of service and now I have a default on my credit file.
I would like this to be resolved easily and not a long process of small claims court

Vodafone

Hi 1971Mrmojorisin,

If you'd like me to look into this, email me via the Contact us form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Camdeb

Hi mine is a long story but I need to talk to someone at Vodafone to get an incorrect default removed that is stopping me get a mortgage. I have already had to involve the ombudsman to resolve a dispute because i couldnt get anywhere with anyone at vodafone for months and now just want a real person who can do something to help! Should i write straight to the CEO or can anyone give me the right contact in VF?
Thanks

Malmo

If you've exhausted the usual complaint routes, I'd suggest these methods:

There is an official Vodafone representative on this board. Try contacting this person through the link I've embedded.

Another method is outlined in this post.

The final method is through the CEO feedback page on Vodafone's website.

Camdeb

I would like to be able to talk to the Vodafone rep on this board but the link does not let you send a message to contact him/her. I am new to all this, any idea how I actually contact the Vodafone rep?

Somerset

Camdeb wrote: »

I would like to be able to talk to the Vodafone rep on this board but the link does not let you send a message to contact him/her. I am new to all this, any idea how I actually contact the Vodafone rep?

I am in exactly the same boat Camdeb. I have my own thread but can't progress anything.The bloody link/contact form doesn't work. Vodafone are the most useless shower of **** I've ever come across.

DCFC79

Camdeb wrote: »

I would like to be able to talk to the Vodafone rep on this board but the link does not let you send a message to contact him/her. I am new to all this, any idea how I actually contact the Vodafone rep?

My advice, follow the instructions posted in reply #6, theres a box where you can add your message.