VODAFONE complaint - they've added a default to my credit file

Tatatatata

I cancelled a mobile phone with Vodafone in January (by telephone). I did not receive any paper bills from then and cancelled the direct debit. Not a word from Vodafone.

Fast forward to July when I receive a letter saying Voda had placed a bar on outgoing calls on my phone and I had an outstanding bill of around £65. I contacted them by online chat to explain I had cancelled the contract in January. Apparently they had no record of this, and I was advised I had to pay the bill. So I paid.

Then I received another letter to say there was money still outstanding. I contacted them again by chat (so I had a record of what was being said) and I was told although I'd paid the previous time there was still an outstanding amount on the account. I told them I'd contacted them in January and the agent agreed that I shouldn't have to pay, agreeing to refund the charges and waiving all charges on the account. I was told I couldn't close the account as the 'systems were down' and I'd have to contact them another day.

I contacted them eventually and the account was closed.

However, I received another letter in early Sept on my arrival back from holiday to say the matter was being passed to a debt collection agency. I once again contacted Voda who agreed with me that the account was a) closed and b) I did not owe any money. I clarified with the agent that I would not owe any money, they checked previous chats (several of them saying I did not owe money and charges had been waived).

I have then received a letter today from a debt collection service. I rang them to enquire and Voda have placed a default on my (otherwise clean) credit file. I have tried to contact Voda but they can not access my account as it is closed and they need details like last bill amount (which I can't give them as it was in January.

Where next, I am upset with the default. Please help.

mobilejunkie

You made a basic mistake. Never cancel a direct debit until you have a final bill - which you need to insist on.

There is only one course of action - and that's repeated endlessly on the main Vodafone complaints thread.

Tatatatata

I never heard from them so I cancelled the DD. Obviously my mistake, BUT now they can't find the chats I had in July and September. Thankfully I kept transcripts, but they are just saying (even though the agents agreed the charges would be waived) it was a mistake and now I owe money. They've basically changed their minds.

If I'd know that in July I'd have kept on the case. But I left it with the account cancelled and a balance of £0.00. Now they've moved their goalposts.

giraffe69

So contact the vodafone rep on this site to make progress as already advised.