Vodafone wont remove default or even reply to me ***RESOLVED***

[kjdkhan]

in 2007 i had a contrac with vodafone, which my lil sister ran up to £700. i could not pay this in one month n asked if there was anyway i could pay them weekly which they said no and they would go to a credit collection agency. I paid the £700 of weekly which was £20 a week, every month i recieved a letter from vodafone comfirming that i was paying and the outstanding balance was going down and eventually cleared. 3years later i went to get a mortgage n failed the credit search. i went on experian .com as advised by the mortgage adviser and found out I still owed £34 to vodafone which I was shocked about and it had defaulted on my credit report. i rang them up the next day n paid the balance off straight away and asked where it was from. They explained it was the next months bill from when it was cancelled. I asked why wasnt I informed they could not answer me. I also asked why it wasnt added to outstanding balance I paid off, they told me to send a copy of my credit report to at Quality Team Assurance to ask them to remove the default. It has been over a month and still no reply The Vodafone report on my credit file has not updated even though its been over 1 month since i paid the remaining balance. I am also really annoyed about the lack of communication Vodafone has given me. What more can I do? I cannot get a mortgage with this default.

[silverfox1961]

Hi and welcome to CAG.

 

To be honest with you, I think you may struggle to get the default removed BUT you have come to the right place.

CAG has a Vodafone web team presence here and they have helped quite a few. It can do you no harm to contact VF through this link:

 

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

 

If you follow the instructions FULLY and then post up the automated reference number on this thread, one of the team will pick it up.

 

As an extra help, I will move this thread to the Telecoms forum

[Lee Vodafone Company Rep]

Hi kjdkhan,

 

I can certainly understand your concern and eagerness to get this sorted out.

 

As you'll appreciate it can sometimes take some time to piece together the course of events that has occurred when dealing with credit file default and I'm sure my colleagues in the Quality Assurance Team will have your letter.

 

However, having checked our emails this morning I can confirm that we've got yours and so we can make absolutely sure that this gets looked into.

 

Rest assured that as soon as we've got an update for you we'll get back in touch.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[kjdkhan]

Hi kjdkhan,

 

I can certainly understand your concern and eagerness to get this sorted out.

 

As you'll appreciate it can sometimes take some time to piece together the course of events that has occurred when dealing with credit file default and I'm sure my colleagues in the Quality Assurance Team will have your letter.

 

However, having checked our emails this morning I can confirm that we've got yours and so we can make absolutely sure that this gets looked into.

 

Rest assured that as soon as we've got an update for you we'll get back in touch.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

 

 

 

 

 

 

You say Vodafone will get back in touch, when will Vodafone get back in touch? This what I keep getting told and I'm just left hanging and waiting for a reply. Its been over a month now and I don't get any communication to let me know what's going on. Your the first reply I've had in over a month. I am thinking of contacting Ofcom/Otello for advice.

 

Daniel

[buzby]

Your complaint, which really seems to hinge on you getting Vodafone to remove the default on your credit file, will ultimately not happen unless there has been an error on their part. From what you describe, the default was a correct reflection of your account at the time, and as such any default flag needs to be accurate. It would appear that although you paud off the various amounrs, there was still a small amount showing as owed. Even if this is paid, the default will still remain, as it will do for 6 years, only the status will change from owed to paid or settled.

 

Some mortgage firms will ignore any settled defaults as an irrelevance, but that it up to the mortgage company itself.

 

Irrespective of whether the amount is shown as owed or settled, after 6 years, the default will cease being shown to enquirers.

[Lee Vodafone Company Rep]

You say Vodafone will get back in touch, when will Vodafone get back in touch? This what I keep getting told and I'm just left hanging and waiting for a reply. Its been over a month now and I don't get any communication to let me know what's going on. Your the first reply I've had in over a month. I am thinking of contacting Ofcom/Otello for advice.

 

Daniel

 

Hi Daniel,

 

I can appreciate your frustrations here but please be assured that whilst I can't provide you with a definitive timescale on when we'll be able to come back to you this will get investigated and as soon as I know the outcome of the investigation I will get back to you.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

 

[kjdkhan]

Your complaint, which really seems to hinge on you getting Vodafone to remove the default on your credit file, will ultimately not happen unless there has been an error on their part. From what you describe, the default was a correct reflection of your account at the time, and as such any default flag needs to be accurate. It would appear that although you paud off the various amounrs, there was still a small amount showing as owed. Even if this is paid, the default will still remain, as it will do for 6 years, only the status will change from owed to paid or settled.

 

Some mortgage firms will ignore any settled defaults as an irrelevance, but that it up to the mortgage company itself.

 

Irrespective of whether the amount is shown as owed or settled, after 6 years, the default will cease being shown to enquirers.

 

I'm aware that the default will stay on my file for 6years, but my argument that i was told that i had paid all the outstanding balance off 3 years ago, only to find i still owed £34 and they never once sent a letter or email to say i still owed that amout. i thought that after i paid that off they would update my file to at least the correct information where as at the moment, it still states that im in debt and not made a payment for 3 years

[kjdkhan]

Vodafone have updated my file to the correct information and removed the default status 8 to settle with arrange payments made i would like to thank lee from vodafone for beening very helpfull and really the only person to really tell me what was goin on

[MARTIN3030]

Good to hear it-and thanks for updating.

[Lee Vodafone Company Rep]

Hi Daniel,

 

Thanks for updating your thread to confirm that your case as been resolved.

 

Take care and I wish you all the best with your mortgage application.

 

Lee

 

Web Relations Team

 

Vodafone UK