Thanks Dx, just hope i can get this sorted

I have posted in another section of the forum with more details but i have one specific question. If i take out a credit agreement with a company for say £300.00 for an item and the delivery is £3.95 but not part of the credit agreement, if i forget to pay the delivery charge can they still put a late payment marker against my name? Thank you

This is what i sent them Dear Sir / Madam I opened a Very.co.uk account in April 2014 and used your ‘Buy now pay within 12 months’ Credit facility for a new television. I was incredibly happy with the price, service and overall process. You will note from the statements I have included that I started to pay off the balance of the item almost instantly, as the function of my Very account is to purchase larger items and spread the cost. Over the next few months the balance of the item had been completely paid down as I made substantial, regular, payments, as you would expect from an ideal customer. I decided in July to order an Xbox One, lured again by the ‘By now pay nothing for 12 months’ offer. I received my order in good time and was very happy until I received a text message a few weeks back stating I had missed a payment. I immediately thought this was unusual, as I had 12 months to pay. Looking at my account I noticed that the £3.95 delivery charge was outstanding, I instantly paid £20.00 to cover this and then proceeded to phone customer services as I was worried I would have a late payment against my credit score. They assured me that I hadn't been charged the £12.00 fee and that I would not be penalised as the credit agreement related only to the purchased goods. This was a relief and again I was more than satisfied with the service provided by Very. I have since checked my credit report and it appears that you have applied a late payment marker against my name. I am very disappointed by this as it was not at all clear in any of my online statements that an amount was due, and if I had known the delivery was to be paid as soon as possible I simply would have done so at the checkout phase when originally purchasing the item. I am a young man who is about to get a mortgage and a £3.95 delivery charge and a late marker against my name is now going to prevent that from going ahead. I would like to appeal to your good nature and ask that this please be removed for a few reasons. • My previous account history shows I am a good customer who pays lump sums on time and not over long extended periods, I would never intentionally overlook a payment that is due. • It was not made clear at all at the time of order that this delivery charge was to be paid within a few weeks due to the wording on your website which states "By now pay NOTHING for 12 months" • I was misinformed by your customer service agents regarding the issue. • The statements provided online when you log into your account and check transactions do not clearly show a breakdown of what is due for payment and what is covered under the credit agreement I have with yourselves. If you download the PDF statements (As I have done for the first time due to writing this letter) It does show clearly the delivery charge but I suspect the majority of your customers like myself would simply look at the online account section, why would we download a PDF when it is made to appear all the information is provided already? I do not receive paper statements as I feel it is an unnecessary when you provide an online system. Thank you for your time and I look forward to hearing from you.

Hey guys, I bought an item from Very.co.uk a few months back on 0% interest for 12 months. Everything was fine until i checked my credit score the other day and realised i had a late marker against my name. it turns out i owed them £3.95 for the postage on the item i had ordered. I would have just paid it at checkout as £3.95 isnt a big deal and i generally just use Very for larger purchase and to spread the cost (I always have enough money in my bank to cover the full amount if needs be) it was really unclear on my online statement that the £3.95 was due and im about to write to them but i have one question. The credit agreement i have with them covers the item on 0% finance so can they apply a late marker on my credit score for something like the postage? What do you think are my chances of having it removed? I've bought a few things from them before and always pay large lump sums monthly. Thank you in advance. J

Hello everyone! I have just had a call from Lee at Vodafone and he has confirmed the following. As a gesture of goodwill Vodafone have removed the default notice that they have applied to my credit report. I am over the moon, for this reason and also the following. Vodafone are an incredibly large company (I've worked for many myself) and often policy and regulation and doing things the same every time trumps common sense. The fact that Vodafone have evaluated a situation on its individual basis and have shown compassion and understanding is refreshing and great to see. The speed in which Lee has dealt with my request is impressive and he himself is a credit to the company. Great tone on the phone, great listening skills, polite, helpful and he took ownership of the problem! (So many people will pass you from pillar to post) I cannot praise him enough. (Lee if you are reading this please PM me an address so i can write to your manager and highlight the great work you are doing in what is no doubt a stressful role) I would happily use Vodafone as a provider and would happily recommend them as a company! (I was happy with their service before this hiccup) All in all this nightmare i have found myself in has melted away. CitizenB & Silver true to my word i will be donating a small amount to the forum for all your support and help. Keep up the great work. Thank you so much guys, all of you, this has restored my faith. Warm wishes Jack

Hi Lee! I think its me that owes you for your time! Thanks for getting in contact so fast and sorry if i came across as slightly agitated yesterday. This situation is weighing on me greatly. Warm wishes Jack

Just spoke to Lee and i have to say he seems like a genuinely nice guy. My case is being passed to quality assurance and then i should receive a response. Jactopher

Once again CitizenB i cannot thank you enough, i will certainly be making a donation to this fabulous forum even if i'm not successful. Warm regards, Jactopher

Already one step ahead Silver, i phoned up yesterday (The first day i realised this had happened) And paid the full amount without batting an eyelid.

I have had a response to the 2nd email i have sent with the subject line WRT135 - CAG [#6484798] Is the [#6484798] my reference number? Jactopher

Thanks for the super speedy response Lee.

Heya Silver Fox, I didn't get a reference number with the original auto response email that i posted above, however i have fired another one to the 2nd email address that Citizen B provided. Thank you for the additional information, after finding out yesterday its really got me down so those encouraging words have gone a long way! I agree with what you are saying, it was the end of my contract, i thought i had carried out all my obligations. 6 years of misery for £26.00 really doesn't seem fair. I'm only a young man but i think for the first time in my life i would be willing to take legal proceedings over this, lets hope common sense and compassion prevail. Thank you for your help Silver

Hey CitizenB! I received this response to the email i sent Thanks for contacting Vodafone customer care. We’ve received your Email and in most cases we will respond within 48 hours. The following links will answer the majority of questions you may have; Vodafone Help Centre – online help for hundreds of queries ranging from price plans, using your phone at home and abroad and using our exciting range of Music, news and entertainment services. Looking to upgrade your phone? Simply click here and we’ll take you through the process. Delivery is FREE when you upgrade online. If you are having problems paying your bills and need help please call us on 08700 725 625 Our eForum lets you discuss the technical aspects of our products, services and the mobile world at large. Click here to access it. If your phone has been lost or stolen please call us straight away on the numbers below for a bar to be placed on your account. If you’re a pay monthly customer:- • Calling from the UK 08700 700 191 • Calling from abroad 0044 7836 191 191 Alternatively, If you’re a pay as you go customer:- • Calling from the UK 08700 776 655 • Calling from abroad 0044 7836 191 919 Kind regards Vodafone Email Customer Service Jactopher

Ok CitizenB, again thank you for your support i genuinely really appreciate it. I have sent the email and i will now wait for a response and post any information i receive on this thread on the chance it may help someone else. Jactopher