Erroneous Vodafone Default - Impossible Situation ***RESOLVED***

[SnowmanAndy]

Hi all,

Complete newbie here, been having a read around, great site with lots of useful info!

I’m hoping someone can help/give me some advice on the following.

I had a Vodafone contract for about 5 or 6 years up until last year when I moved to O2 because voda weren’t offering the handset that I wanted and thought I’d go for a change.

I had never had any problems with them at all; I always paid my bills on time as I do with all of them.

I even regretted going to O2 and wanted to move back to Vodafone because I thought that the Vodafone customer service was better (!).

Anyway, a number of months ago I was trying to get credit and was being refused. I contacted Experian and got a copy of my credit file online, only to find that the reason I was being refused, was due to a £25 default (at an old address) still outstanding on my credit file.

I phoned Vodafone and after a quick conversation with a guy named James, he came back and advised that the reason this had gone into default was their fault, not mine, that they would pay the £25 themselves as a sorry, and that they would sort it all out for me.

James told me that he would tell the QA department to have the default removed from my file and I should see this within 7 – 10 days.

I waited for much longer than 10 days, keeping an eye on my file, but the default still remained outstanding.

I phoned Vodafone again and told them the story, I was told that the debt had been cleared on their system and the debt collectors etc and was all cleared by them, but they did not know why the default was still there. Again, another fax/message was sent internally to QA asking to remove the default.

A month went by (I went on holiday) and still the same thing, I phoned again, was told the same thing again, QA advised to remove default and that I had nothing outstanding with Vodafone.

This time, my credit file got updated, but the default was simply marked as satisfied but was still on there.

I have phoned again and the woman I spoke to this time even read the fax she was sending to QA out over the phone to me clearly saying the default should be removed not satisfied as it was a Vodafone error.

Another month has gone by and the default remains on my credit file. Each time I ask to speak to QA directly, I get told they can’t be contacted by phone.

Needless to say, I haven’t moved my contract back to Vodafone, which I wanted to before all this started.

I am at the end of my Tether, not only is this ruining my credit file and my finances, I also work in the financial industry and if this remains for much longer I will be at risk of losing my job.

Can anyone please help me?

Thanks.

[SnowmanAndy]

Just thought it was worth adding, the default was added by voda, no third parties or anything, my contract was always direct with vodafone and they've the ones that marked my credit file.

I moved house after I changed my contract from vodafone, hence why the default was under an old address.

[silverfox1961]

Hi,

WTF are Vodafone playing at. Something as simple as this should have been sorted ages ago.

 

There is a meber of the forum who works for Vodafone and he has been helpful to other posters.

 

I post this link with apologies to Lee. He is on holiday at the mo but his workload is astonishing. One of the team should pick this up though.

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/213340-vodafone-webteam-customers-problems.html

[SnowmanAndy]

Hey silverfox, thanks for mega fast reply!

 

I know, thats what I was thinking, I can't understand why they haven't just done it, but just felt like a losing battle.

 

When the customer service people are telling you they're getting it sorted and to wait a couple of weeks and then nothing happens over and over again its like banging your head against a wall.

 

So you think it would be best to follow the instructions in that thread, email them with the code etc?

 

Really,thanks for such a fast reply!

[MARTIN3030]

Yes we have seen some good results.

 

I will move this thread there-and also alert the VF webteam to it-but complete the instructions as advised.

[SnowmanAndy]

Thanks, I have sent an email from the voda website as instructed on the linked thead.

[locutus]

Did you get an automated reply with a reference number? Post that here and someone will find your details from there.

[SnowmanAndy]

Hi, Thanks again!

Yeah, I got the automated mail advising it had gone to the web team. Reference number is #3203218.

[locutus]

That'll help whoever finds it locate your details... Shouldn't take long to sort this IMO

[Kirsty Vodafone Company Re]

Hi SnowmanAndy

 

From what you describe this is definitely something I want to investigate for you further.

 

I can see that your last experiences with us haven't been positive ones. Although I can't change that I'd really like to resolve this matter for you so that you can move on and no longer be concerned that this will have negative repercussions for you.

 

I've tracked down your email and will be investigating this for you later today. I'll keep in touch with any updates via email as they arise.

 

Speak to you soon

 

Kirsty

Web Relations Team

Vodafone UK

[SnowmanAndy]

Hi Kirsty,

 

Thanks for the update, I look forward to hearing from you.

[SnowmanAndy]

Guys,

 

Just wanted to say that Kirsty sorted this default out for me pretty quickly. I can confirm after reviewing my credit score and file that the Default has now been removed and everything is back to the way it should be.

 

Big thanks to Kirsty and the VF Web Relations team!

 

Andy.

[MARTIN3030]

Thanks for update Andy-and thanks to Kirsty-another good result.

Looks like we will soon need a part 2 thread for VF resolved complaints !

[ncarter81]

Good that's been resolved. I'm in a similar boat but not heard anything back. How long did your case take to get sorted? Lee is dealing with mine..I also wrote in but no joy as of yet.

[Lee Vodafone Company Rep]

Guys,

 

Just wanted to say that Kirsty sorted this default out for me pretty quickly. I can confirm after reviewing my credit score and file that the Default has now been removed and everything is back to the way it should be.

 

Big thanks to Kirsty and the VF Web Relations team!

 

Andy.

 

Hi Andy,

 

Thanks for updating the thread with confirmation that this has been resolved for you - we really do appreciate it.

 

Thanks for update Andy-and thanks to Kirsty-another good result.

Looks like we will soon need a part 2 thread for VF resolved complaints !

 

It does seem to filling up rather quickly of late and I am awaiting a few more updates from others I know are resolved too.

 

Good that's been resolved. I'm in a similar boat but not heard anything back. How long did your case take to get sorted? Lee is dealing with mine..I also wrote in but no joy as of yet.

 

Hi Nathan,

 

I can appreciate your keenness to get this resolved as soon as possible.

 

Whilst I can't provide a timescale as to when I'll be able to come back to you I can promise you that as soon as I've got an update I'll let you know.

 

Many thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[ncarter81]

Hi Lee,

 

Yeah, I'm keen to get it fixed cos I need to do balance transfers on cards and can't get one. As it stands this default is gonna be costing me around £60 a month in interest, which sucks.

 

After all the phone calls to Vodafone and the letter I wrote in, I don't understand how it can take so long for something like this to get resolved. I know its not your fault and in no way blame you. I fully appreciate the work you do here for myself and others. But, this is having quite an impact on my life through no fault of my own. Vodafone should be quicker at addressing issues such as this. When a customer owes them money..they want it yesterday lol.

 

I look forward to getting your update in the near future.

[Lee Vodafone Company Rep]

Just an update to this thread to confirm that Nathan's query has been resolved as per his thread here.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK