Hi Lee!

I have heard the Vodafone team on CAG are very helpful and in my desperation I am writing to you.

My husband settled his account with Vodafone - a sum of 4000 pounds in May this year (appx) - which came about due to fraudulent activity on the account. Now, today, our mortgage application was rejected due to a bad credit report which was down to VODAFONE still showing us having missed payments for 9 months running! Which is of course wrong. Yes, there was time where the account was in dispute but once an agreement was reached, the account was settled immediately.

Vodafone assured us multiple times that everything would be cleared and our credit rating would not be affected at all by this as the account hd been settled. We have not had communication on this matter since settlement that would indicate to us that Vodafone was sending out red flags against our credit rating.

Can you please please help us resolve this ASAP with the credit ratings affecting us adversely.

I can send your account details in order for you to assist us further.

I look forward to hearing back from you soon.

Kind Thanks

Hi and welcome to CAG

While your post above may eventually find its way to Lee, it would be better if you followed the link HERE and go through that route. If you make sure that you put WRT135 in the subject line, it will get routed to the webteam and possibly direct to Lee.

Vodafone assured us multiple times that everything would be cleared and our credit rating would not be affected at all by this as the account hd been settled. We have not had communication on this matter since settlement that would indicate to us that Vodafone was sending out red flags against our credit rating.

Were these assurances given by letter/email or on the telephone ?

Were these assurances given by letter/email or on the telephone ?

By phone..

Lee!

We're in the same boat and risk not getting our mortgage and losing the house we just am offer accepted for because of our trust in Vodafone that when they told us the matter of outstanding balance was settled, they would not flag us with credit companies

We were wrong! And now keep hearing the same old promises again and again without result.

Please help us!!

If you do not get anywhere, you should do a SAR and request copies / transcripts of calls to and from vodaphone

Will move your post to a thread of your own.

Can you please give some information as regards what has happened in your case,how you have tried to sort things,and what has come back from Vodafone or any third parties.

We spoke to Vodafone again today and were advised that the rep could actually see on the notes that we were advised that our payments were cleared and that only YESTERDAY(following our call to them) they had set the remaining balance which Vodafone had agreed to waive (the bill was a staggering 8000+ due to fraud - we were waived 50%) to zero. He said he would follow up to see if they would update the credit agencies. On insistence, we took an email address from him for the some escalated complaints team to request the same ourselves due tot he urgency of our situation.

We haven't heard back on the email sent to Vodafone wit WRT135 in the subject line and don't expect to hear back from the today's email for about 14 days (we were advised that's how long it can take for them to respond).

In the meanwhile, we have a mortgage application hanging in the air and no way to convince the bank we have been in the clear and this mess with Vodafone is their fault, not ours.

Haven't heard from the all famous Lee either but we remain hopeful.

Have sent a message to Lee.

Hi,

Sorry, I got confused with the threads on here.

I've been updating the situation from Vodafone on the other thread I have going here; [please add appropriate beginning bit here as I can't post links at the moment] /showthread.php?330589-Vodafone-Killing-out-Credit-Rating

So, it seems they are well aware of the number of times we have called and their promises to clear things up but no action has been taken so far. I'm hoping this time something will actually get done bu the question is, how soon!?

Thank you CitizenB! *fingers crossed*

I noticed there is link (linked to Vodafone) advising consumers with similar complaints to write to the Information Commissioners Office about Vodafone's systems damaging peoples credit files. I guess that is another avenue we should go down purely to make a point of the problems within Vodafone that are causing everyone so much grief.

Sad part is, we started another Pay-Monthly contract with Vodafone for myself, and then I managed to get my husband to forget the past and join them again. :-/

http://www.consumeractiongroup.co.uk/forum/showthread.php?298492-Lloyds-TSB-Lloyds-harming-my-credit-file&highlight=lloyds

Food for thought.

Send them a notice, informing them that you will be invoicing them for each day they harm your reputation. They are able to do an "Emergency" update to the CRAs which takes no more than 48 hrs to show on your file. So don't give them more than 48 hrs grace. Also note, that having mortgage companies search yuor credit file over and over, in itself will have affected your credit file detrimentally so perhaps you should explore seeking compensation for this. When you do get a mortgage, you may find that because of the record of previous search(es) your credit score is lower, and therefore the interest rate offered to you on a mortgage deal is higher!

Ok I will merge your other with this one.

Hi Lee!

 

I have heard the Vodafone team on CAG are very helpful and in my desperation I am writing to you.

 

My husband settled his account with Vodafone - a sum of 4000 pounds in May this year (appx) - which came about due to fraudulent activity on the account. Now, today, our mortgage application was rejected due to a bad credit report which was down to VODAFONE still showing us having missed payments for 9 months running! Which is of course wrong. Yes, there was time where the account was in dispute but once an agreement was reached, the account was settled immediately.

 

Vodafone assured us multiple times that everything would be cleared and our credit rating would not be affected at all by this as the account hd been settled. We have not had communication on this matter since settlement that would indicate to us that Vodafone was sending out red flags against our credit rating.

 

Can you please please help us resolve this ASAP with the credit ratings affecting us adversely.

 

I can send your account details in order for you to assist us further.

 

I look forward to hearing back from you soon.

 

Kind Thanks

Hi TangoTrouble,

Thanks for raising this with me and for following silverfox's advice.

I can confirm that your email has been safely received and as such I'll get this investigated further.

On insistence, we took an email address from him for the some escalated complaints team to request the same ourselves due tot he urgency of our situation.

 

We haven't heard back on the email sent to Vodafone wit WRT135 in the subject line and don't expect to hear back from the today's email for about 14 days (we were advised that's how long it can take for them to respond).

 

In the meanwhile, we have a mortgage application hanging in the air and no way to convince the bank we have been in the clear and this mess with Vodafone is their fault, not ours.

 

Haven't heard from the all famous Lee either but we remain hopeful.

I can understand the urgency of the situation and so please be assured that I'll get back to you as soon as I can.

Have sent a message to Lee.

Thanks for flagging this citizenB.

Kind regards,

Lee

Web Relations Team

Vodafone UK

 

Food for thought.

 

Send them a notice, informing them that you will be invoicing them for each day they harm your reputation. They are able to do an "Emergency" update to the CRAs which takes no more than 48 hrs to show on your file. So don't give them more than 48 hrs grace. Also note, that having mortgage companies search yuor credit file over and over, in itself will have affected your credit file detrimentally so perhaps you should explore seeking compensation for this. When you do get a mortgage, you may find that because of the record of previous search(es) your credit score is lower, and therefore the interest rate offered to you on a mortgage deal is higher!

Is there legal support on this or would we sound like we're just being silly with nothing real to go in terms of invoicing them for every day ...

Hi,

Update from Vodafone

We have now managed to get them to set their own records straight - something which should have been done in MAY 2011!! Its taken them 7.5 months and only after our bringing it to their notice else they didn't give two hoots about the damage they have done us.

The matter still remains that we have a long record of defaults on our credit file - from even after the balance was cleared with Vodafone.

We have written in twice now to the webrelations team at Vodafone with the subject title WRT135 - no response.

On every call we are told, they realize this shouldn't have happened but their is nothing immediate they can do about it and we have to wait upto 28 days for any kind of response even!

They will not even send us an email or the bank confirming that our balance with them is zero, and that the default on the credit file should not be there as balance was cleared in May. We are now considering legal action as they just don't seem to understand how to follow simple procedures and avoid upsetting and damaging customers lives.

Thank you for your response Lee.

I must say that I have read only good things about you on here so despite my complete and utter disappointment with Vodafone, I do hope and believe that you can help us sort this out in a timely fashion.

I look forward to to putting this behind us very soon. My husband has also emailed in (to the webrelations team) with his account number so hopefully you have the information you need. If not, please let me know so we can respond at the earliest.

Hi Tango,

When I started invoicing lloyds there was no precedent as far as I was aware. I Invoiced them becasue what they had done to me was wrong and they wouldn't correct there data.

I am sure the reason they paid out is because they knew I would follow through on my threat to take them to court and they would lose.

You have nothing to lose by sending them an email every day with a charge.

In terms of getting a response, we need to have something we can give to the bank by tomorrow end of business or prior to our meeting with them again on Thursday morning. We need some written proof from Vodafone admitting it was their fault our file has been damaged and that we are not defaulters. Without this, we can go on and on about how clear all our other payment records are but it will make no difference to the underwriters.

Lee, at the very least, I hope you are able to provide us with such proof for the bank even the rest of the process is going to take time.

In terms of getting a response, we need to have something we can give to the bank by tomorrow end of business prior to our meeting with them again on Thursday morning. We need some written proof from Vodafone admitting it was their fault our file has been damaged and that we are not defaulters. Without this, we can go on and on about how clear all our other payment records are but it will make no difference to the underwriters.

Lee, at the very least, I hope you are able to provide us with such proof for the bank even the rest of the process is going to take time.

Hi Tango,

 

When I started invoicing lloyds there was no precedent as far as I was aware. I Invoiced them becasue what they had done to me was wrong and they wouldn't correct there data.

 

I am sure the reason they paid out is because they knew I would follow through on my threat to take them to court and they would lose.

 

You have nothing to lose by sending them an email every day with a charge.

Considering how much they have delayed this and what it means for us right now and going forward with the denial of the mortgage, does give a strong motivation to pursue such avenue. Thank you for your advice!

Updates:

Updates:

So we just had a call from Lee. First of all, Thank you Lee for calling us to let us know what is happening and agreeing to send us the required email to send to the bank.

However, his call also made it clear that since we first talked to Vodafone on the phone last Thursday, they had done NOTHING about it.

Lee, has now told us the same thing we were told on Friday by Vodafone on the phone, that they had spoken to the QA department and they had confirmed our case and agreed that the notice to the credit agencies should be withdrawn and done so within 48hours. Only one person promised the 48 hours on the phone, the rest said it could take a Month for anything to happen - seems knowledge isn't shared equally across the company.

So, considering that at least right now Lee has confirmed via email that our credit file will be updated within 48 hours, we that he has finally made things happen for us. So thanks to Lee for doing that.

However it doesn't excuse the abysmal performance of Vodafone as a whole here.

In the email response from Lee it says they are working to withdraw the notices to the credit agencies,HOWEVER, in no way makes it clear that we are not at fault, that the balance has been clear since May and that Vodafone was the one causing this issue.:!:

While a written confirmation that things will be fixed is well and good, and definitely better than the big nothing their phone support lines where willing to provide, a clear message that this shouldn't have happened and none of it was our fault would have been a lot better for us in terms of moving forward with our mortgage.

Is taking responsibility really asking too much??:?:

Sorry to say this but Vodafone rarely admit it was their fault. If they do something, it is on a goodwill basis rather than them screwing up.

I agree that when a company gets it wrong, they should hold their hands up, say sorry, pay compensation where necessary and move on.

I think that their customer services department needs a thorough overhaul and the staff retrained in what they are supposed to do-support the customer!

Some members of VF do take their job seriously and do what they can. Although Lee cannot make arbitrary decisions, he does seem to care about people with VF issues.

Once your credit file is updated, either I or one of the team will mark this thread 'resolved'

Update:

Our credit file has been updated overnight it seems. The file now shows no red flags and no debt owed (not that there was any in reality)

The file does not however state - settled, or satisfactory.

I'm not sure if this is an instruction that should have been given by Vodafone or one that the credit rating agency does themselves at some point. Any ideas:?:

Where it would be good to have that sorted out too, for now, we can try to convince the bank and its underwriters that we are credit worthy customers and hopefully get that mortgage. The delay has of course us spend another month in rental but here is to hoping it all ends well.

Thank you Lee, SilverFox1961, , and CitizenB.

Lee, we are thankful that you had this resolved for us in the end - glad someone in VF does their job, and possibly ends up pushing other people to do their jobs too. Or perhaps, you run a secret team of firefighters cleaning up the mess created by the company in the first place. Nonetheless, we move on.

PS: Can't they just expand your team and fire everyone else? I think they might just win a customer service prize!

Can't they just expand your team and fire everyone else? I think they might just win a customer service prize!

If you wish hard enough, Santa may just grant your wish

I don't think it matters whether your file shows whether it is settled or not. The fact that no negative marks are showing is the most important thing.

I will mark this thread 'resolved' and place a link in the VF successes forum