@vodafoneuk Vodafone wont remove default - ****resolved tnx to Lee!****

[jason1388]

Lee

 

I am currently trying to get a default from Vodafone off my credit file. I used to have a contract but i canceled it when it had run out as i was moving home. I had an outstanding balance to pay which i didn't know about. Anyway, Vodafone Must have been sending letters to my old address. I finally got a letter at my current address telling me i owed money. I then paid it off as soon as possible. i Explained this to Vodafone and they said the default was still valid, which i think was unfair. And according to my credit profile the balance was 66 pounds which is a very small amount for a default i think.

 

Any help would be appreciated

 

Thanks

 

Jason Wood

[silverfox1961]

Hi Jason and welcome to CAG

 

I have taken the liberty of moving your post from the old thread and put it onto one of its own. You will get more help there.

 

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

 

Go to the above link and follow the instructions FULLY (including inserting WRT135 in the subject line) One of the web team will come along soon.

 

I do have to say, based on your post, if they refuse to remove the default, go to the Information Commissioner. Stuffing your credit file for £66 is pathetic

[jason1388]

This is the reply i got from Vodafone after emails and phone calls.....

 

Hello Mr Wood Thank you for your patience with the matter raised to Vodafone about your credit file. We have had a response from the Quality Assurance team advising that the default that is registered on your credit file is valid and will remain for 6 years from the point it was registered. I am sorry, but there is nothing further that we can do for you regarding this matter. Should you wish to discuss this matter further, please call the Customer Relations office on 08080 081181.

What can i do now???

Edited March 6, 2011 by cerberusalert

[silverfox1961]

Hold on till one of the webteam pick this up.Have you used the link I posted above to get hold of the web team?

Did you get an automated reply? if so, can you post up the reference number that came with it.

[Lee Vodafone Company Rep]

Lee

 

I am currently trying to get a default from Vodafone off my credit file. I used to have a contract but i canceled it when it had run out as i was moving home. I had an outstanding balance to pay which i didn't know about. Anyway, Vodafone Must have been sending letters to my old address. I finally got a letter at my current address telling me i owed money. I then paid it off as soon as possible. i Explained this to Vodafone and they said the default was still valid, which i think was unfair. And according to my credit profile the balance was 66 pounds which is a very small amount for a default i think.

 

Any help would be appreciated

 

Thanks

 

Jason Wood

 

Hi Jason,

 

Whilst I can see that your case has been handled previously by my Customer Relations colleagues I'm happy to take a look myself.

 

To get in touch with me just follow silverfox's guidance and then update the thread with your email reference number once the automated reply reaches your inbox.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[jason1388]

I have followed Silverfox's instructions. I got an email back from vodafone. reference Number is 5919116.

 

 

 

Jason

[silverfox1961]

Good man.

Hopefully the web team will be able to trace your account and get back to you soon

[Lee Vodafone Company Rep]

I have followed Silverfox's instructions. I got an email back from vodafone. reference Number is 5919116.

 

 

 

Jason

 

Hi Jason,

 

Just to update the thread to confirm that I've replied to your email and as soon as you've come back to me with the information I need I'll then be able to look into this further.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[2Grumpy]

Lee

 

I am currently trying to get a default from Vodafone off my credit file. I used to have a contract but i canceled it when it had run out as i was moving home. I had an outstanding balance to pay which i didn't know about. Anyway, Vodafone Must have been sending letters to my old address. I finally got a letter at my current address telling me i owed money. I then paid it off as soon as possible. i Explained this to Vodafone and they said the default was still valid, which i think was unfair. And according to my credit profile the balance was 66 pounds which is a very small amount for a default i think.

 

Any help would be appreciated

 

Thanks

 

Jason Wood

 

Another example of Vodaphone registering a default without due cause

 

It's strange that they can find your address after they have registered the default but aren't prepared to put the effort in to finding your address before then.

 

Of course they said it was valid because there is no regulation of this - time for a campaign for a change maybe to get some consumer rights

 

At the moment there is just Information Commissioners guidance which this obviously goes against

 

Of course it's not valid. I'm sure that Vodaphone know that its not. Perhaps they are frightened cases against them for damages if they admit they are invalid ...

[jason1388]

Thanks for the support Grumpy.

 

Im not interested in making any claims against Vodafone, i just want the Default removed. Its a nightmare trying to get finance on a new car because of this. My interest rates are ridiculous!!!

 

Thanks

 

Jason

[silverfox1961]

Hi Jason

Has there been any progress with your case? Please keep us informed-good or bad

[lindsb]

Hi Lee

 

Im also trying to get vodafone to remove a default from my credit file. I closed my account in April 2011 and moved house a couple of weeks later. I have had no letters, telephone calls nothing yet when I joined Experian last month I saw that i had missed payments to vodafone. I phoned vodafone and spoke to Sara who said i still owed £13.05. Obviously I paid immediately and she assured me the account was now settled. However just one week later Vodafone issued a default against me!! Ive contacted vodafone many times and Debra and Jenny in particular from your collections department have been great. They seem to think that I shouldnt have had the default because I didnt have any notices of suspension and genuinely assumed it was placed in error. They've said if they could then they would remove the default. Unfortunately the quality assurance department dont agree and simply said the default would remain on my aco**** for 6 years!!! Its so unfair. Jenny suggested i contacted you to try and help me.

[lindsb]

I have now emailed vodafone using the link given by silverfox in one of the above posts, and followed the instructions fully. Hopefully I will receive a reference number from vodafone soon.

 

Any help would be greatly appreciated guys

[lindsb]

Just received an email from vodafone. Reference number is 7945981

[mobile1786]

Remember when I got defaulted by Vodafone. I dealt with it sharply by negotiating with them to take it off if I get 10 business lines on a 24 month contract. I think they wrote to experian to take it off, perhaps they are not helping you because it would take too much time and effort to write to a credit reference agency to sort it out. The other way you can go about it is to get a solicitor involved, if you pay him enough he would sort it out. That should get you back on those good credits to take out a mortgage for a mansion in Surrey

[lindsb]

thanks for the info mobile. Im going to try everything to get it removed and if all fails then will definitely be visiting a solicitor.

 

Out of interest were you dealing with a particular person or department when negotiating your default removal?

[silverfox1961]

Hi Lindsb, got your PM. Sorry I didn't reply any sooner. I'm in the process of moving house

 

I am getting sick of VF doing this to people. Defaulting for such a petty amount is wrong.

If Lee won't (or can't) sort this, I will supply you an email address for the boss of VF.

 

Unfortunately, you have to follow VFs procedures before you can take this to the Information Commissioner. They wouldn't look too kindly on this as they think defaults ought to be proportionate.

 

Screwing your credit file for 6 years for such a small amount is ridiculous

[lindsb]

Thanks silverfox

 

I had a phone call from vodafone last night. Sarah from the web relation team agreed that my account shouldnt have had a default and stated that vodafone had my phone number all along yet chose not to phone me about the oustanding amount.

 

She said she would look into removing the default and putting a late payment down instead which she says will only be on my file for 3 months and will then disappear. She's suppose to ring me by Saturday to confirm this.

 

After talking to Experian today however they say a late payment can stay on your account for up to 3 years!! But they "couldnt comment" on whether vodafone could remove it after only 3 months??

 

Im not sure whether to argue that a late payment shouldnt be on there at all since i received no correspondence from them at all, or should I be grateful that the default will be removed???

 

Interestingly Lee has also tried to phone me this evening but I missed his call. He says he'll email me but hasnt as yet.

 

I'll keep you updated and good luck with the house move:wink:

[lindsb]

I cant believe it!!! After assuming the default would be removed after being told so by Sarah from vodaphone, now it appears she does not have the authority to do so!!

 

Lee sent me an email today as follows :-

 

 

Hi Lindsey,

 

Thanks for coming back to me.

 

For clarification, Sarah isn't part of the Web Relations Team which monitors forums such as the Consumer Action Group Forum but I can see that she spoke to you yesterday regarding this matter.

 

In regard to the default I'm afraid Sarah doesn't have the necessary authority to confirm that a default will be removed from a customer's credit file. Decisions such as this are made by our Quality Assurance Department who are a small and specialised area which manages our reporting processes to the credit reference agencies.

 

In regard to your comments on the CAG Forum last night I'd also like to clarify that late payment status codes would remain on a customer's credit file for three years in the event that the account remained active during this time. However, in cases where an account has been cancelled late payment status codes would remain recorded for six years from when they were initially recorded as is the case with defaults.

 

Having checked your account I note that after your mobile number was released for transfer to Orange on 5th April 2011 we issued a bill on 25th April together with your final bill on 24th May 2011. In addition to this we issued a default notice letter on 2nd June advising that the final balance would need to be paid within fourteen days and should payment not be received then action would be taken to refer the account to an external debt collection agency together with a default being recorded against your credit file.

 

As no payment was received this referral took place on 16th June 2011 at which point we would then have been in the process of recording the default against your credit file.

 

From your initial email I understand that you moved shortly after 5th April 2011 and set up a mail forwarding facility with the Royal Mail for one month. Although, I can't explain why your April bill wasn't forwarded to you your May bill together with our letter of 2nd June wouldn't have reached you as your facility with the Royal Mail would've expired and we had no record of your new address. Please note that customers do have a responsibility to update us with any changes to their details to ensure that our records are kept up to date.

 

However, with the above in mind, I can assure you that your case will now be reviewed again by our Quality Assurance Department and although I can make no guarantees as to the outcome I will update you as soon as I can.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

The reason I didnt change my address is because I had closed my account with them and had no idea any monies were outstanding!!!

So looks like I have to wait and see what Lee comes back with.

So unfair though, your credit file should show a true reflection of your history and after having been with vodafone for 10 years, and still having an active account with them for my daughter and never once been late paying they still punish me like this for a genuine error!!! Not what I call a customer based company.

If I dont get the result I want I am going to fight it all the way. Any advice anyone can offer please do so

[silverfox1961]

Hi

I would let Lee follow this through. Wherever possible he will do the right thing.

 

If they do refuse, you should immediately complain to the Information Commissioner on the grounds that if you had been aware of the outstanding debt, you would have immediately paid it resulting in no default.

[lindsb]

Hi Silverfox,

 

Excellent news, vodafone agreed to remove the default and late payment codes from my account!!

 

Ive just checked my credit file and they've disappeared, and my credit score has vastly improved

 

A huge thanks to Lee for making this happen

[Lee Vodafone Company Rep]

Hi Lindsey,

 

Thanks for returning to the thread to confirm that this has now been resolved for you.

 

In the event that you need assistance with anything else in the future you know where I am.

 

Hi Lindsb, got your PM. Sorry I didn't reply any sooner. I'm in the process of moving house

 

Hi silverfox,

 

I hope your house move has gone as smoothly as possible.

 

Best wishes to you both.

 

Lee

 

Web Relations Team

 

Vodafone UK

[BRIGADIER2JCS]

Good work again Lee!!!

 

Brig.

[dx100uk]

thread title updated

 

dx

[silverfox1961]

Hi silverfox,

 

I hope your house move has gone as smoothly as possible.

 

 

Thanks Lee.

Got my broadband up and running today so I am trying to catch myself up.

The move went very smoothly thanks.