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Vodafone Arrears issue
3 Years ago Vodafone added a charge onto my account with no reason, besides the point this should have been taken out of my direct debit the next following month. It wasn’t, this went on for several months before I realised and called Vodafone to see what was going on.
When I called them they said they are not sure why it is on there and they can’t get rid of it, even after me offering just to pay it so it would clear, they said that doesn’t matter as they won’t be able to clear it as the charge is “stuck” on the account and it was an error on Vodafone’s part. I tried several times before it was able to be cleared.
After it was cleared the Vodafone support worker told me they would wipe the past few months of false arrears from my credit file as I wasn’t actually in arrears and it was a system error on their behalf. I left it at that and thought it would get sorted.
Now fast forward to this year and trying to apply for a mortgage, these arrears that Vodafone falsely put on my account are still there. I have contacted them several times asking for them to clear it. Initially they told me they can’t, now they have said they can (I have the voice call recorded of them clearly stating “the false arrears will be removed from your file”) along with a text message from Vodafone stating this too. (I did try and get a letter or email but apparently they don’t do either?)
As suspected they haven't bothered to alter the file that they promised to. So I have called up again and they are saying they can’t do anything again. After hearing that they are no longer willing to help I asked for a deadlock letter so I can take it further, to which they refused.
I’m a bit stuck as to what to do on this, I know I have the call and text from Vodafone saying they will remove the arrears but will this be enough to go to a potential lender with? Ideally I would like it removed from my file completely?
Any advice would be greatly appreciated!
Comments
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Formal complaint, then to ombudsman and ICO if they refuse to correct it
Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
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@Nasqueron unfortunately according to Vodafone, because I am no longer a customer (switched to a different provider in 2024) I cannot leave a formal complaint, I have tried many times and they keep telling me they can’t do it0
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Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
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