Removing an unfair default

Michelle_Linzi

I joined the creditclub and discovered my score was very poor. I was surprised as I have always paid my bills. After looking into things I realised it was from Vodafone who had overcharged me on a final payment. I had been phoning them for 9 months trying to sort this out not realising that this was to be classed as a default. Anyway, the mistake was sorted, I paid my bill and was told by Vodafone that the default had been removed, it could take a month to come off my credit score. It is now over a month and it's still there. I phoned Experian but was told that I couldn't have phone support as I am not a member. Does anyone know who I can contact to discuss this and have the default removed from my file? Thank you

[Deleted User]

http://www.experian.co.uk/consumer/questions/askjames282.html

Michelle_Linzi

I have ordered a report. It's interesting though that Vodafone should have warned me about a default and given me the option to clear it up as I rang them frequently and spoke to many staff members but not one mentioned this.

National_Debtline

Hi Michelle,


This is a bit tricky because only incorrect data can be removed from your file, and if there was an outstanding bill, that turned out to be correct, I am afraid the default may also be correct. If that is the case, it cannot be removed.

However, as someone from Vodafone has suggested they can remove it, and it hasn't happened, I would suggest a written formal complaint. Outline the whole problem, from the beginning, so there is a clear timeline of the problem and the fact that you were unaware of the risk of a default (although I am sorry to say, it was probably in the T &C's). Ask them to remove the default and if they refuse you can try escalating it to the Telecommunications Ombudsman. Fingers crossed,


Laura
@natdebtline

Michelle_Linzi

Hi Laura, thank you for your reply. Vodafone admitted to me on the phone it was their fault, they saw the mistake (they had overcharged me), adjusted the payment and then I paid in full. They put me through to the credit department who said they had now removed the default. I rang them a few days ago and they told me the default had been removed and to wait until the credit agency updated their information.

National_Debtline

No problem. Well the credit files can sometimes take a month or two to update. You can complain now, if you feel it is warranted, or wait and see if it comes off in the next couple of months. If it is still showing after that you should definitely complain, but in writing this time.


Don't forget, you may be able to get a copy of the phone transcript as well if you need to, by making a Subject Access Request to Vodafone. May help if you get locked in a battle of 'he said, she said'.


Laura
@natdebtline

Experian_company_representative

Hi Michelle, if the Vodafone default is showing on your Experian credit report contact us and we can query it with them on your behalf. http://www.experian.co.uk/consumer/contact-us/index.html
While we query the entry we would mark it as disputed, and we would let you know the outcome of the dispute as soon as we get a reply.
Kind regards Neil