Vodafone hell

DonL

Bit of a long one…. (trying to make it shorter)

I had a mobile phone contract with Vodafone a couple of years ago, and there was an outstanding bill of £700 (I don’t know where this came from and they are unable to give me the bill for this.
Regardless of this fact, I paid them £300 of this amount and before I knew it the debt had been sent to a DCA for the amount of over £3k. when I spoke to VF they explained that this was the disconnection charge due to the outstanding months that I had left to run on the contract. (which makes sense).

I set up a payment plan with the DCA and they were taking an automatic payment from my card every payday of £100 however when I checked my credit report, I noticed that VF were noting these payments as being late.
I contacted Equifax as I was unhappy that they were doing this and to my mind this was incorrect especially since my credit file was showing in a + figure and not in debt, Equifax contacted VF whom didn’t respond so Equifax removed this data from my credit file. (result)
However, more months have passed and I continue to pay the DCA VF eventually went back to Equifax to say that my account was in arrears and what they were reporting was correcting, I contacted the DCA to inform them that something was amiss and I wanted them to refer this back to VF .
Cutting this one short, the DCA passed this back to VF and this is where I get stuck.

My credit report shows as a delinquent account
My credit file shows that I am in credit on this same account to the value of £1.7k
This is after my credit report changing from a negative (in debt balance) to £0 to +£4k to +£1.7k

Querying with VF they told me that:
My account is closed
The debt has been written off
My account balance is £0
Although my account is in credit by £388 due to overpayments that I made to the DCA
All data that has been reported back to the CRA is true and accurate
They have exhausted all of their internal options
Deadlock letter has been sent

I have raised a complaint to the Information Commissioners Office due to the mishandling of my data on my credit file as Experian shows all of the information that I have advised of above
A further complaint has been raised to the communications ombudsman

Yesterday I looked at my credit file and I have found that that have slapped me with a default to the value of £3.9k I have queried again with VF and they say everything is at it should be.

To be perfectly honest I am losing any steam that I had left in me and this is so tiring as it appears that everybody I have been dealing with (and there are more than a few) at VF are incapable of being able to get anything right and clearly do not understand.

As it stands I have updated the ICO and the COS however they are still gathering information before my case will be assigned and worked on.

Today a further call was made to Experian to have this account once again disputed.

I intend to complain to Ofcom but does anybody suggest any further action that I can take as this is getting even more ridiculous than it was at the start?

All help / advice appreciated.

Thanks.

angryparcel

Contact the WRT as instructed on the main Vodafone complaints thread.

https://forums.moneysavingexpert.com/discussion/5393903

DonL

The problem with this though, is that as soon as they check my account, they see it is in Deadlock and then pretty much rufuse to help me.

yoshiyella

Email [EMAIL="nick.jeffery@vodafone.com"]nick.jeffery@vodafone.com[/EMAIL]

Nick Jeffery is the CEO and it will go to the Executive Complaints team.

Candyapple

DonL wrote: »

Bit of a long one…. (trying to make it shorter)

I had a mobile phone contract with Vodafone a couple of years ago, and there was an outstanding bill of £700 (I don’t know where this came from and they are unable to give me the bill for this.
Regardless of this fact, I paid them £300 of this amount and before I knew it the debt had been sent to a DCA for the amount of over £3k. when I spoke to VF they explained that this was the disconnection charge due to the outstanding months that I had left to run on the contract. (which makes sense).

Erm, why did you pay for something that you had not seen the bill for? Seems like you could have nipped it all in the bud all those years ago if you had perhaps called back and spoke to another agent and requested the last month's bill, or even gone into your online account and printed one off.

£700 is not exactly a tiny amount, how on earth do you not know how this bill was so high? Did you take out a contract and give the SIM to someone else?

angryparcel

DonL wrote: »

Bit of a long one…. (trying to make it shorter)

I had a mobile phone contract with Vodafone a couple of years ago, and there was an outstanding bill of £700 (I don’t know where this came from and they are unable to give me the bill for this.
Regardless of this fact, I paid them £300 of this amount and before I knew it the debt had been sent to a DCA for the amount of over £3k. when I spoke to VF they explained that this was the disconnection charge due to the outstanding months that I had left to run on the contract. (which makes sense).

I set up a payment plan with the DCA and they were taking an automatic payment from my card every payday of £100 however when I checked my credit report, I noticed that VF were noting these payments as being late.

so a charge of £700 that you had not idea where it come from and you had no bill for you paid £300 off it and then set up a payment plan with a DCA for the remainder.
This action makes you admit liability for the £700, so know where it is from.
Yes VF will note these are late payments as they are part of an overdue debt

DonL

OK - let me rephrase this part.

I have recently asked for a copy of that bill which they are not giving to me. There were late payment charges added to the account. and this sat for a couple of months before I reset up the DD. (my fault - I undertsand this completely) but that is not what I am trying to deal with, it is everythihng there after.

I admit the liability for the high bill what I am not accepting liability is for their constant incorrect updates on my Credit file.

Also - another bit of information - "as the bill was not paid quick enough - this was passed to a DCA" that came from VF themselves.

Candyapple

DonL wrote: »

OK - let me rephrase this part.

I have recently asked for a copy of that bill which they are not giving to me. There were late payment charges added to the account. and this sat for a couple of months before I reset up the DD. (my fault - I undertsand this completely) but that is not what I am trying to deal with, it is everythihng there after.

I admit the liability for the high bill what I am not accepting liability is for their constant incorrect updates on my Credit file.

Also - another bit of information - "as the bill was not paid quick enough - this was passed to a DCA" that came from VF themselves.

Have you sent them a subject access request?

https://www.vodafone.co.uk/cs/groups/public/documents/webcontent/vftst031658.pdf

The rest of what you wrote I lost track TBH, it's as clear as mud.

DonL

Have you sent them a subject access request?

Yes I have - but this can take 40 days and I requested this last week.

The rest of what you wrote I lost track TBH, it's as clear as mud.

I'm sorry I dont quite follow - is it clear as mud? (I hope so)