incorrect default on credit rating

quickoldfart

My girlfriend, has a default recorded on her credit rating, by a mobile phone company.
Even though we have an email from their customer services, stating that there is no money owing.
This is now affecting us trying to get a re-mortgage, this is the only blemish on her credit history.
We have phoned, emailed and written to the company asking them to remedy this, but it just gets ignored.
The whole thing was a shambles by the phone company from day one.

We are now at our wits end as how to move forward.

Any advice greatly received?

Kind Regards

Pete.

mrmagooooooo

if you have exhausted their complains process go to the ombudsman.

ombudsman-services.org/sectors/communications/complain-now

Hope that helps

ashp_2

Hi,

You post isn't entirely clear maybe you could explain a bit more?

You say you have an email from customer services stating that there is no money owed. If the account has been in default at some point the default is accurate regardless if money is currently owed or not. Which provider is it?

quickoldfart

OK, if you have a minute or ten, I will explain (I didnt want to bore everyone with every last detail)

Firstly, my girlfriend had just moved in with me, so was not that familiar with the area.
She bought a phone and contract with Vodafone through carphone warehouse whilst out shopping. (salesman told her vodafone coverage was the best for our postcode)
The phone didnt work, wouldnt connect, so was never registerred. Vodafone doesnt work at our address.
Took the phone back to the local carphone warehouse, who said no problem, and changed it for an O2 phone/contract.
She starts getting billed for both, so talk to carphone warehouse, who tell us to contact vodafone who say they have cancelled it. next month the direct debit goes out again, again we phone vodafone and email, them, eventually after 3 months carphone warehouse tell us to cancel the DD.
Vodafone contact her asking for their money??
Eventually we say it is up to carphone warehouse to sort this out, their manager sits on the phone to Vodafone for over an hour until we receive an email, confirming there is nothing to pay.
They still owe her for three months contract that they shouldnt have taken.
We then get a letter saying she was in arrears and possible legal action would be taken.
We finally get through to someone, who sorts it all, and arranges for the 3 months contract to be repaid.
We thought that was the end of it, until questions were asked when we wanted to remortgage, we then found out there is a default registered by vodafone.
As you can see a complete shambles

ashp_2

It is indeed a bit of a shambles. I wish these company's would not tell people to cancel direct debits. It may seem the best way to resolve it at the time but it brings much more hassle down the line.

Do you know how long it was after getting the Vodafone contract that she went back to change to the O2 contract?

Does your girlfriend still have the O2 mobile from carphone warehouse?

From what you have said I would say you should be able to get this removed. Either directly with Vodaphone or through the ombudsman. If you can provide the statement showing Vodaphpne refunding the arrears that they defaulted you on this should be sufficient evidence.

quickoldfart

She went back to change the phone after 2 days, we thought it only fair to give it a chance to work.
Yes she still has the O2 phone & contract.

We have tried so many times with letters and emails (phoning is completely useless)

So it sounds like the ombudsman is the way forward.

john2054

I'm surprised no one else mentioned this, but i think your best bet would be to subscribe to the full experian credit report, which you get your first month free, if you haven't already used it. Then write them a notice of correction, even email the company once you are a member asking how to do this. They have always been good to me. They will explain to you how notice of corrections work. Then wait for that notice to be checked and verified, and they should, respond to it in a few weeks. Which, if everything you have said here is true, i see no reason why they wouldn't remove the default from her and your histories.

The fact is that some of these big companies can be quite unscrupulous with regards to lending money and what not. What ever you do, do waste another minute talking to the shop manager. He is really not who you need to be speaking to. Don't forget that it was his shop who set up this contract, which ending in you defaulting in the first place.

As i said, you should contact the credit reference agencies, preferably experian, but maybe all three, and pursue it with them. They act as independent consumer advocates, and if you can get them on your side, well that is the first step to solving this mess!

Good luck.

quickoldfart

Thanks John
the default was noticed on 'Equifax' I am not sure if it crops up on Experian.
If we get the default removed on one of these credit check companies will it automatically be removed from the others, or would we need to jump through the same hoops with all of them?
I am guessing the third company is 'Callcredit' ?

john2054

the third company is callcredit/noddle. and you shouldn't have to get it removed, if it isn't showing, because in that case, there should be no issue... thanks

sourcrates

Vodaphone are complete imbeciles.

So many people have had similar problems with them.

You may find this is outside of ombudsman services remit, if it is, your next port of call would be the ICO. (Information commissioners office).