Just Noticed a Vodaphone Default That Shouldn't Be There

[Deleted User]

I applied for a vodaphone phone last year. Was sent it, mistake on the bill straight away (the account was shut off because I owed £39 within two days of receipt of phone because DD hadn't been set up, I found this out when the phone stopped working). I immediately realised the nightmare stories about Vodaphone were all too true, told vodaphone I was returning the phone and I did, (on the third day from receiving it). They acknowledged receipt. It was received by them within a week, well within the accepted 14 day return period.

I didn't receive any bills showing an outstanding amount (which there shouldn't be) from Vodaphone.

Now I find I have a default for £39 on my credit file from December of last year. the phone was ordered and cancelled/returned in August I think.

How do I remove this? Given Vodaphones ability to not do things properly, what do I need to do to make sure things are corrected properly (not me just being told its removed and then I find out it hasn't been).

I do have a phone from EE, the account is up to date and shown as such.

I have no other defaults whatsoever

Robots

I've only ever had a nightmare with them!

I would lodge a complaint and insist they deal with it, then keep hammering them with correspondence until they sort it. Keep checking your credit file to see if it's been removed, if not, reply to them again using the complaints reference number. Worked for me.

Good luck!

National_Debtline

deannatrois wrote: »

I applied for a vodaphone phone last year. Was sent it, mistake on the bill straight away (the account was shut off because I owed £39 within two days of receipt of phone because DD hadn't been set up, I found this out when the phone stopped working). I immediately realised the nightmare stories about Vodaphone were all too true, told vodaphone I was returning the phone and I did, (on the third day from receiving it). They acknowledged receipt. It was received by them within a week, well within the accepted 14 day return period.

Now I find I have a default for £39 on my credit file from December of last year. the phone was ordered and cancelled/returned in August I think.

Hi there,


I agree that you should make a formal complaint if you have received a service or goods that you are unhappy with, but (just to clarify) did Vodafone actually agree to waiver the £39 fee as well? Realistically you will need to show (preferably in writing) that they did agree to this in order to argue that the default is incorrect. Only incorrect data can be removed from your credit file.


You are absolutely right that you had the right to send the phone back and cancel the remainder of the contract within the cooling off period - which you did - but that would not change the fact that you may have incurred charges in the time the phone was in your possession and you were under a contract with them. I hope you can get it sorted,


Laura
@natdebtline

paulsad

I had a mare also with them their WRT (Web Relations Team) promised lots of help but delivered none - they basically want to know the ins and outs of a duck's anus asking for paperwork from years ago from an employer that was no longer trading, copies of the electrol roll ... blah de blah - I gave up in the end... Had a similar problem with Virgin Media and they were quite the opposite and rectified an error straight away.

Vodafone

deannatrois wrote: »

I applied for a vodaphone phone last year. Was sent it, mistake on the bill straight away (the account was shut off because I owed £39 within two days of receipt of phone because DD hadn't been set up, I found this out when the phone stopped working). I immediately realised the nightmare stories about Vodaphone were all too true, told vodaphone I was returning the phone and I did, (on the third day from receiving it). They acknowledged receipt. It was received by them within a week, well within the accepted 14 day return period.

I didn't receive any bills showing an outstanding amount (which there shouldn't be) from Vodaphone.

Now I find I have a default for £39 on my credit file from December of last year. the phone was ordered and cancelled/returned in August I think.

How do I remove this? Given Vodaphones ability to not do things properly, what do I need to do to make sure things are corrected properly (not me just being told its removed and then I find out it hasn't been).

I do have a phone from EE, the account is up to date and shown as such.

I have no other defaults whatsoever

Hi deannatrois,

Please email us 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 we'll check we've received it.

Thanks,

Sarah

Social Media Operations

Vodafone UK

[Deleted User]

Yes it was definitely confirmed verbally that there would be no charge. I will have to go through the paperwork but I believe I have a 'nil' balance 'bill' as well acknowledging my account was closed etc.

Even if there had been a charge (which there wasn't), I would expect to receive 'amount outstanding' invoices etc so I could have known there was a problem. And I believe you are supposed to be warned that a note will be made on your credit information.

I will contact vodaphone as directed above.

Its the only negative on my credit report, I am extremely careful and pay everything on time. Now going to have to delay something I was going to do until this is cleared up. Thank goodness I checked on a whim beforehand (as I pay everything on time, there was no reason to check). Now I know why mobiles.co.uk turned me down instantly when i applied for a replacement phone some months later - but the site said it was due to an error so I didn't realise there was this sort of problem. Thought I'd entered some verification detail in incorrectly.

[Deleted User]

Vodaphone, I am very delayed (had some problems) but tried the above link and it didn't work at all.

GingerBob_3

deannatrois wrote: »

Yes it was definitely confirmed verbally that there would be no charge. I will have to go through the paperwork but I believe I have a 'nil' balance 'bill' as well acknowledging my account was closed etc.

Even if there had been a charge (which there wasn't), I would expect to receive 'amount outstanding' invoices etc so I could have known there was a problem. And I believe you are supposed to be warned that a note will be made on your credit information.

I will contact vodaphone as directed above.

Its the only negative on my credit report, I am extremely careful and pay everything on time. Now going to have to delay something I was going to do until this is cleared up. Thank goodness I checked on a whim beforehand (as I pay everything on time, there was no reason to check). Now I know why mobiles.co.uk turned me down instantly when i applied for a replacement phone some months later - but the site said it was due to an error so I didn't realise there was this sort of problem. Thought I'd entered some verification detail in incorrectly.

In the word of credit reporting, lying is a standard procedure.

yoshiyella

Email their CEO direct and it will be sorted within 72hours!

Jeroen Hoencamp is his name and his email is [EMAIL="jeroen.hoencamp@vodafone.com"]jeroen.hoencamp@vodafone.com[/EMAIL]

Rest of Vodafone service in my experience is the worst ever but by emailing CEO at Vodafone it goes direct to a complaints team and they contact you (or did me in 48 hours). It was sorted there and then whereas Customer Service and normal complaints procedure hadn't worked in 4 months!!

[Deleted User]

I had the phone for 3 days lol..,no idea why there would be a need to lie.., there should have been no charge and I was never sent a bill saying there was.

I really do think this is a case of a button cancelling the order not being pressed.