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Vodafone Incorrect Default *WON-out of court settlement*


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Hi all,

 

This is my first post on the forums, I have recently found out I have incorrect default against my name, if you have the time to read through my letter I have sent to Vodafone below then please give advice/comments as these would be much appreciated.

 

Vodafone webteam reference number: #6217556

 

CUSTOMER RELATIONS MANAGER

VODAFONE LIMITED

THE CONNECTION

NEWBURY

BERKSHIRE

RG14 2FN

 

13th April, 2011

 

Dear Sir,

 

RE: VODAFONE ACCOUNT NO. XXXXXXX

 

I am writing to complain about the negligent way you have pursued an incorrect debt against my name since August 2009. I detail below some facts relating to my case.

 

On 1st August 2009 I attempted to take a Vodafone contract (through Phones4U Arndale Branch, Manchester). However, due to it being a Saturday evening they were unable to port my existing number across to Vodafone as your offices had closed. I returned on 2nd August and the store were still unable to port my number, so the contract failed to be agreed. I never owned a Vodafone mobile phone, sim card or ever had a mobile number via Vodafone. I assumed the matter was closed as I had no phone, sim or account details. At the time I was a student living in Manchester and my address was XXXXXXXXXXXXXX.

 

Sometime in the first week of March 2011 my family home received a call from a debt collection agency called ‘Varta’. They did not/would not give any information but referred to XXX XXXX by name. This information was passed on to me and alarmed me greatly, after attempting to contact ‘Varta’ without success, I decided to contact a credit reference agency. I signed up to Experian at a cost of £15 per month to discover my credit rating. Experian notified me that there was a default of £107.00 to Vodafone on the XXXXXXX address. This deeply concerned me as I had never had a Vodafone account or mobile phone.

 

I contacted Vodafone using the aforementioned address, however they were unable to find an account with this address. Vodafone were completely unaware of the existence of any account in my name/address/addresses. I then contacted Experian and they were able to provide me with an account no (as quoted above) for the debt which had been filed by Vodafone. Upon re-contacting Vodafone you were able to locate the account. As your records will show this account has no mobile phone no linked to it, sim card no., IMEI no. or sim cancellation no. as it has never been activated. The account however did have an outstanding balance of £107.79. According to Experian this amount had been defaulted against my name in November 2009. Your records also show that on 9/11/2009 there was an early termination of contract charge of £532.00. Vodafone had subsequently rescinded this amount deeming it incorrect but had failed to deal with the other balance of £107.79.

 

In order to unravel this incorrect debt against my name I have tried tracking the debt collection agency, contacted and spoken to Phones4U all to no avail, followed by many attempts at speaking with Vodafone Managers, some managers being so unhelpful that they have actually put the phone down on me. Eventually I contacted Vodafone via the Corporate telephone number and a very helpful person was able to fully search Vodafone’s records for the relevant account no. and he was able to understand my desperate situation.

 

Finally, you have now agreed on the 1st April, 2011 that this debt against me is obviously incorrect and you are apparently in the process of notifying credit agencies and removing this slight on my character, from my credit history. However, I have not received any written notification of this intent even though I requested this.

 

The above matter has caused great distress to me and my family. Since November 2009 this incorrect default has had a negative impact on my credit rating without my knowledge. I am a professional person and I find this sort of negligence on your behalf extremely distressing. During the past 17 months I have tried to take out a new mobile phone contract but have been rejected on the credit search. This has meant I have had to remain with my current contract supplier, severely limiting the mobile phone contract options available to me. At no point did I consider checking my credit history as I have never been in default or missed any payments. It has most certainly had a negative impact on trying to obtain car insurance and other credit facilities.

 

I believe you have a ‘duty of care’ to ensure correct and accurate contracts and billing arrangements with your clients. I also believe you are in breach of this ‘duty of care’ in entering a debt against my good name, causing a defamation of my good character. I also believe under the Data Protection act your Data Controller has issued incorrect data in reference to the debt outstanding in my name and therefore is in breach of the Data Protection Act.

 

Considering all the above, I hold Vodafone completely responsible for the defamation of my good name. I would therefore ask that your give due consideration to the contents of this complaint and look towards a form of recompense as compensation for all the personal distress and financial cost this has caused me.

 

I look forward to hearing from you as soon as possible.

 

 

Yours faithfully,

 

CURRENT SITUATION:

 

No Reply from Vodafone and they still haven't removed the incorrect default against my name!

Edited by philharg
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we have vodafone on board here

 

i'm sure once lee gets your details

he will ersolve this to your satisfaction

 

can i suggest that you look at the vodafone contact stickie

 

and follow the proces to get a ref number then post it here on your thread

it will help lee to speed things through.

 

dx

siteteam

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Hi

Here is the link to the VF webteam. Make sure you follow the instructions FULLY to ensure that it gets routed to the correct place

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems&p=2343770&viewfull=1#post2343770

 

In my opinion, this has gone on for far too long and should have been sorted long ago. While Lee has had some good successes, it can drag on and I'm sure you would want to put this sorry saga behind you.

 

With a complaint, they have up to 8 weeks to resolve although they do state that they hope to respond within a week. If you hear nothing within that time, I would serve a letter before action on VF and if they continue to fail, take them to court.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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Hi philharg, I can understand your dissatisfaction with the level of service you've received in relation to this matter and would certainly like to assist you with getting this resolved. Having checked our emails I can confirm that I've got yours and so you can rest assured that I'll be getting back to you as soon as I can. Kind regards, Lee Web Relations Team Vodafone UK

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  • 3 weeks later...

Just updating to let everyone know that the incorrect default was removed from my account today a whole 18 months since it went onto my account.

 

Thanks to Lee for helping to resolve this.

 

Will update again when offered compensation by Vodafone for damage to my ability to obtain credit!

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Glad to hear that Vodafone have done the right thing.

 

I can mark this resolved for you if you wish or hold off until the complaint is fully resolved to your satisfaction

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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Just updating to let everyone know that the incorrect default was removed from my account today a whole 18 months since it went onto my account.

 

Thanks to Lee for helping to resolve this.

 

Will update again when offered compensation by Vodafone for damage to my ability to obtain credit!

 

Hi philharg,

 

Thanks for returning to the thread to provide an update on this.

 

As promised in my emails last week I'll come back to you again as soon as I have further news on the other aspects of your case.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Good to hear this Phil.

I would expect that any compensation would require confidentiality,this is usual in such cases.

So its good advice to say that if this is the case,then you should be careful in disclosing those details.

In consideration of this,it is perhaps reasonable to ask that those following this thread do not press Phil for details.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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So a new update to this thread everyone....

 

Go to just re-check my credit report yesterday having recently had changes to my bank accounts and Vodafone have sprung a nice suprise by putting it back onto my impeccable credit report and low and behold my score has crashed again.

 

Yet again Vodafone showing their incompetance.

 

The case is not closed... it now continues with much anger.

 

philharg

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I'm sorry to say that it seems one hand of VF don't know what the other hand is doing.

Sometimes, the only thing to make companies sit up and take notice is when the court papers fall on their mats.

 

It's up to you but if this was happening to me, one chance is all they would get before I got legal. This is poor (non) customer service

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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This is disappointing.

I have emailed Lee and asked if he can take a look here,he will probably be unaware of this latest development.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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I'm sorry to say that it seems one hand of VF don't know what the other hand is doing.

Sometimes, the only thing to make companies sit up and take notice is when the court papers fall on their mats.

 

It's up to you but if this was happening to me, one chance is all they would get before I got legal. This is poor (non) customer service

 

The most infuriating thing is that I have never even been a customer of their's! Just so infuriating how a company whom you have never had any dealings with can damage a person's reputation so much with what seems like the flick of a switch and no-one even thinks to check if the data is correct.

 

The longer the sage drags out the closer court action comes unfortunately. Hard for someone that works 70 hours a week to find the time to start taking action though without having to pay someone upfront to do it for you!

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I do know that their webteam has a skeleton staff at weekends,but I am sure he will be here Monday.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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So a new update to this thread everyone....

 

Go to just re-check my credit report yesterday having recently had changes to my bank accounts and Vodafone have sprung a nice suprise by putting it back onto my impeccable credit report and low and behold my score has crashed again.

 

Yet again Vodafone showing their incompetance.

 

The case is not closed... it now continues with much anger.

 

philharg

 

Hi philharg,

 

Whilst I'm not sure what has happened here I'll get this flagged this morning and will reply to your email from yesterday as soon as I have an update.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Just though I would update this thread with my post recent correspondence to sound out your views and opinions:

 

Firstly the email from Lee then my response;

 

"Hi Phil,

Further to my reply on the Consumer Action Group Forum yesterday.

Following an investigation we've become aware that following some changes made by Experian at the weekend action previously taken to delete the above airtime account from your credit file was reversed.

I can confirm that we have liaised with Experian over this and have been advised that they anticipate being able to implement a fix tonight which in turn will correct the amendment we've already made.

In regard to your claim for compensation I can confirm that in order for us to review this further we would require a copy of your credit file, by return of this email, from both Experian and Equifax and would also be grateful if you could elaborate on what monetary value this matter has had?

Kind regards,

Lee"

Now my response sent this evening:

"Hi Lee,

I have attached my credit report from Experian. I do not have an Equifax account so is it essential for myself to sign up to this service in addition? They said it will take a minimum of 3 days to get an account verified.

Obviously I must now also point out that my credit file only show credit searches made in the last 12 months... it will therefore not contain any searches made for months prior when you still had the default against my name.

As you can see I made several searches for car insurance with a variety of companies. Having contacted these companies they have informed me that they only store quotation information for 90 days. They also stated that my credit report will of had a large affect on my quotation.

All quotations were subsequently to high for myself to insure. I then received a quote through a business policy which meant I was not the name holder on the policy and the cost of insurance was reduced by approximately £600.

This left myself with the only option of taking this policy out and I have still been unable to get my own policy due to the default still being incorrectly on my file.

So currently I am unable to also build my no-claims insurance for future insurance quotations... futher detrement to my monetary through your incorrect actions.

On my credit history it does not show however a search made my Phones 4 U when I tried to take out a new mobile phone contract approximately 2 months ago. I firstly tried to take one out with Vodafone and the o2. However having spoken to Phones 4 U they have stated that it may be on my Equifax file or an alternative could of happened... I may have been blacklisted due to your incorrect default before it even got to the stage of a credit search. In which case now only your company can prove this situation.

In terms of the monetary value I have had to continue with my current contract with Orange. You have completely devoided myself of the choice of mobile phone... my choice of network... my choice of contract. We could argue that I would of instead taken out a £10 a month contract instead of having to renew my exisiting Orange one and over two years this would be a difference of several hundred pounds alone. Not merely the fact that I have been denied the free choice of phone and handset I had intended to buy as any normal customer with no default's on their history would of been able to do.

Frankly to end I feel I am being made to do all the work for your mistakes.

I am a full time teacher working long hours. I have had to fight this battle against your company now for over 2 months for a problem which you created with poor data management. Simply stating it is Experian's fault for the default reappearing... well this wouldn't of happened if it never existed in the first instance.

I have still not even received a written/emailed apology from Vodafone or explanation as to how you could of ever put a default against someone's account that has NO mobile number or NO IMEI number against it's account details.

Obviously as you can understand I have spent many hours and many costly phone calls trying to resolve this case and in technical terms we currently stand where we began... there is a Vodafone default against my name and Vodafone still haven't admitted fault or offered apology.

Due to the level of work I am having to put into this personally I feel soon I shall simply have to pass this onto my solicitor to deal with. You are the company with the resources and I am the innocent victim of incorrect data management. I should not be the one having to put in the work to prove that your company is at fault.

I hope you find an amicable solution within the next two works before I have to deal with the situation as noted above due.

Kind regards"

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Phil-this is being reviewed and dx will respond to you by pm.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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No worries-just that we need to be doing whats right,so are being cautious.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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So to update everyone again... The incorrect default was removed from my account yesterday and my credit history was updated for the second time.Go back on today... low and behold it has returned with a file update date of 25/05/2010, back to a crashed credit score again. WONDERFUL!!!!!Just when im applying for a new rental property. Thanks Vodafone again

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I see you've tried most things. Have you tried contacting the CRA's? They have processes in place to remove incorrect data.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

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Agreed they are equally liable if the entries there are incorrect.

Although they will almost always say that they cannot remove or alter anything without instructions from the lender etc..if you inform them that the info there is wrong-they have a responsibility and a duty to look into it.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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So to update everyone again... The incorrect default was removed from my account yesterday and my credit history was updated for the second time.Go back on today... low and behold it has returned with a file update date of 25/05/2010, back to a crashed credit score again. WONDERFUL!!!!!Just when im applying for a new rental property. Thanks Vodafone again

 

Hi philharg,

 

Just to update this thread.

 

As you're aware from my last emails we are investigating this in conjunction with the CRA.

 

Whilst I have no new information at the moment as soon as I do I'll come back to you again.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

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I hope it stays that way this time. I won't put resolved in your thread title for now but if you could update in a month or so then we may retitle your thread

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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Just to update the thread the Vodafone Default is currently off my credit report again and hopefully never re-appears!

 

philharg

 

Hi philharg,

 

Thanks for updating me on the status of your credit file - it would seem that the problems which had been previously been experienced here have now been ironed out.

 

As previously stated I'll come back to you on the other aspects of your case as soon as I'm able to.

 

Best wishes,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

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