Vodafone

Smcginn14

To cut a long story short I disputed a bill I received from VF as I had been charged 600+ for a zoom meeting I was on. It eventually went to ombudsman and once decision made I paid in full what was due minus compensation . I asked over and over as I was selling my house if anything would be on my credit file and each time I was told no.  Went for house and found out they put a marker on for each month the dispute went on for which is 4 . I now can't get a mortgage . I had no bill reminders as it was under review. I'm struggling for VF to remove markers and need someone to help me.   I am totally distressed and this will basically ruin my life .  If markers stay on for 6 years I'll be too old to get a mortgage and will be paying extortionate rent.  I don't believe for one second the markers are valid. There must be something I can do I'm at my wit's end.   

sourcrates

What markers ????

What exactly is recorded on your credit file ?

The usual route is written complaint, then escalate to ICO if not satisfied.

Jamesyb123

If the ombudsman found in your favour which presumably they did as you received compensation then the markers should be removed, check with your complaints handler. Also if the late payment markers are staying on a specialist broker can usually get you a mortgage after 12 months so no panic if that’s you’re only negative history.

Smcginn14

I have to wait until Monday to see what Vodafone say I've raised a complaint with them. I do not have faith they will agree to remove the markers as their customer service is awful. I just need to know where to go to escalate it if this happens?  What is ICO?   I've lost out on getting a house now, I can't afford to rent for a long period of time because it is so expensive. I've got 3 kids living with me . I had to sell the family home due to separation and this is now stopping me. I got no bill reminders because I was it was under review and it does say this when you click on the late payment markers on my credit file. I can't afford to take on a mortgage from specialist as the rates are higher I'm a single parent. This is having a detrimental affect on my life and just need help.

[Deleted User]

ICO is the regulator/ombudsman for the industry
If the ruling says the markers should be removed, they can't ignore it 

kaMelo

Smcginn14 said:

To cut a long story short I disputed a bill I received from VF as I had been charged 600+ for a zoom meeting I was on. It eventually went to ombudsman and once decision made I paid in full what was due minus compensation . I asked over and over as I was selling my house if anything would be on my credit file and each time I was told no.  Went for house and found out they put a marker on for each month the dispute went on for which is 4 . I now can't get a mortgage . I had no bill reminders as it was under review. I'm struggling for VF to remove markers and need someone to help me.   I am totally distressed and this will basically ruin my life .  If markers stay on for 6 years I'll be too old to get a mortgage and will be paying extortionate rent.  I don't believe for one second the markers are valid. There must be something I can do I'm at my wit's end.   

The part I've highlighted is not clear.
You paid in full what was due minus compensation.  Was the amount you paid plus compensation the same amount as what Vodafone's original bill was?
What was the ombudsman's position on what Vodafone could report on your credit file, did they instruct Vodafone to remove any adverse markers?

xlnc99

600 pound for a zoom call? I presume you used mobile data and not wifi? Even so, nowdays everyone gets huge data free. Were you abroad making this zoom call. 600 pound is unheard off. Dont really buy this whole zoom thing. When was this zoom call made? How long has it been

2021BJ

It sounds an awful lot like you withheld all payment until the dispute was resolved. If that was the case then you were in arrears until you paid it off, so the markers would appear to be accurate.

cymruchris

2021BJ said:

It sounds an awful lot like you withheld all payment until the dispute was resolved. If that was the case then you were in arrears until you paid it off, so the markers would appear to be accurate.

I agree - if you stopped payment whilst it was being reviewed - it's an accurate record of events. Usually it's recommended to settle bills and then follow the complaints process through, and then get your money back again. Hopefully with the ruling in your favour, they'll remove the markers as a gesture of goodwill. If for any reason they won't remove them - if your history is otherwise unblemished - it won't stop you getting a mortgage for 6 years. You'll have to speak to a decent broker who will guide you as to the best product to apply for based on your circumstances. 

Smcginn14

The zoom call was UK and I have proof of it . I didn't use mobile data but Vodafone said I called USA . All I did was click on the link to join meeting .  Credit file wasn't mentioned with ombudsman but I kept checking with vodafone and they said everytime no it won't go on my file . 
I never received a bill or any reminders . As soon as I saw the amount online I queried it straight away.   I didn't withold payment because as soon as the review was complete I paid in full .  When I pay 20 a month usually I had every right to query 600.  Vodafone have lied to me on every occasion . I feel it's totally unfair that they have did this. 
If they refuse to remove the markers I will go to ICO and I will be prepared to go to court.  I can't stress how detrimental to mine and my children's life this will be.  I have an unblemished report previous to this . I'm hoping Vodafone will do the right thing but my past experience with their horrific  customer service doesn't give me much faith.  Thanks for everyone's help I will escalate this if needed 

Jamesyb123

Smcginn14 said:

The zoom call was UK and I have proof of it . I didn't use mobile data but Vodafone said I called USA . All I did was click on the link to join meeting .  Credit file wasn't mentioned with ombudsman but I kept checking with vodafone and they said everytime no it won't go on my file . 
I never received a bill or any reminders . As soon as I saw the amount online I queried it straight away.   I didn't withold payment because as soon as the review was complete I paid in full .  When I pay 20 a month usually I had every right to query 600.  Vodafone have lied to me on every occasion . I feel it's totally unfair that they have did this. 
If they refuse to remove the markers I will go to ICO and I will be prepared to go to court.  I can't stress how detrimental to mine and my children's life this will be.  I have an unblemished report previous to this . I'm hoping Vodafone will do the right thing but my past experience with their horrific  customer service doesn't give me much faith.  Thanks for everyone's help I will escalate this if needed 

Ive been through a complaint with Vodafone before where I had to get them to write off £3500 which should never have been charged I got there in the end but they never removed default. I didn’t pursue it as it didn’t have long left to run. My advice would be to chase them every week as they will just leave it otherwise. Take names departments etc etc don’t give them any chance to have an excuse. Good luck