Who is credited for this pop-up Campaign? Vodafone, ICO or CAG

[LovelyMan]

Has anyone else come accross the following campaign that pops up while on CAG forum?

Does anyone know who can be credited for the campaign? Vodafone, ICO or CAG

 

''Vodafone and your credit file

 

We are getting a disproportionatenumber of complaints that Vodafone is damaging people's credit files throughcarelessness and poor systems.

If you have suffered as a result of inaccurate data being entered onto your creditfile then you are not alone.

 

You should make an immediate written complaint to the:-

 

Information Commissioner'sOffice

Wycliffe House

Water Lane

Wilmslow

Cheshire SK9 5AF

 

or call the Information Commissioner on 01625 545745

 

The more official pressure which is put on Vodafone, the more likely they areto sort their systems out.''

[dx100uk]

where?

 

dx

[citizenB]

dx, hover over the vodaphone link and the message pops up.

[dx100uk]

oh silly me!

 

thats will be marc or webby then.

voda cant do that

 

dx

[LovelyMan]

dx, what's the CAG username for marc and webby

[dx100uk]

asked marc to popin

 

dx

[BankFodder]

It's not a campaign as such. We use popups to bring to people's attention the answers to common problems or to put them on notice about particulalr issues.

 

Vodfaone seem to attract a disproportionately high number of people who have complaints about the way VF treat their credit files.

[LovelyMan]

How do we know and conclude that Vodafone's 'carelessness and poor systems' is to be blamed for damaged credit files? Someone has got to prove it to Information Commissioner's Office (ICO), isnt it? Its unlikely that Vodafone would tell customer 'sorry, it was our poor system'. Could it just be an excuse offered by Vodafone to Information Commissioner's Offiice?

 

If Vodafone accepts responsibility for its carelessness/poor systems (which often it won't unless court action is in looming; of course no one is surprised about that) and remedied the damaged credit files (with or without compensation), one would not need to complain to the ICO.

 

The question is how reliable and independent is the ICO being recommended by the 'pop-up campaign'? The word 'campaign' is good, so let’s call it campaign if there is no better word.

 

 

Carelessness and poor systems:

 

The word system is generic as it can includes human as a part of it.

But let's limit it to computer systems (especially various computer databases that needs to be updated or synced (manually or automatically).

 

My point is, it’s very possible that Vodafone would blame their systems when in fact the problem is not their systems. I won't subscribe to a belief that Vodafone had not programmed or cordinated all necessary databases in a way that they would update or sync to avoid systems errors or 'administrative error' (as Vodafone usually puts it). Man's intervention in Vodafone databases updating, I would argue, must have been minimised (this is 21st Century!). I do understand that appropriate personnel may need to activate the 'syncing' or updating (of appropriate databases) at a defined time (say at the end of a shift, end of a day, end of a month, etc).

 

If truly there are rampant 'administrative errors' or 'poor systems', (which I doubt) it’s a shame on one of the largest telecoms. The Customer service representative and their bosses (who they take instructions from when they put you on hold on telephone) we write to are the problem (not systems); they are human being of course with emotions and attitudes (good and bad) just like me and you. Its just that some are quite unreasonable.

 

 

How reliable and independent is the ICO? Anyone been helped by ICO?

 

Is here anyone who have complained to ICO quoting 'carelessness or poor systems' and have reported back on CAG forum that ICO have helped them out (with or without compensation)? How did you know or prove 'carelessness or poor systems' to ICO'?

 

I am however happy for CAG that Lee (VF representative) helps.

Edited August 18, 2012 by LovelyMan

[Lee Vodafone Company Rep]

Hi LovelyMan,

 

I'll pick up on your specific case which you've posted about here in a moment.

 

As you'll see I've handled my fair share of the credit files issues which have been posted about on CAG over the last few year and am fully aware of how things are perceived.

 

As I've said in the past, once an account falls into arrears attempts are made to contact the customer in order to resolve matters swiftly. However, there will inevitably be those instances where these efforts are unsuccessful, for whatever reason, and therefore we're left with no other alternative but update the customer's credit file with adverse information to reflect their payment history with us.

 

In the event that the customer feels that an error has occurred then it is important that we're made aware of this so we can investigate matters.

 

For anyone who would like the Web Relations Team to look into their case they're welcome to email us with their details via the Contact us form here quoting the code WRT135 - CAG Forum in the subject line.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

 

 

[MARTIN3030]

Is here anyone who have complained to ICO quoting 'carelessness or poor systems' and have reported back on CAG forum that ICO have helped them out (with or without compensation)? How did you know or prove 'carelessness or poor systems' to ICO'?

 

The ICO sadly just like the FOS are under resourced and have shown themselves to be pretty toothless.

The ICO do not have the scope to be awarding Compensation.

That remains for people who believe they have recourse to take up themselves with a Civil action and Compensation awarded is discretionary.

[MARTIN3030]

As you'll see I've handled my fair share of the credit files issues which have been posted about on CAG over the last few year and am fully aware of how things are perceived.

 

No doubting this and you are the most respected customer service rep of the 60+ we have registered on CAG

 

Of course you believe in the VF brand and its your livelyhood.

Your time here has not been without its ups and downs,but you are commended for this.

In the face of overwheming complaints which Orange saw on here...they took the easy way out and did not bother even trying.

It got to the point where no one even bothered waiting for a response from them,because they knew it was a waste of time.

I gave them lots of stick over this in the hope that they would at least try to earn their rep status,which they had almost begged to have earlier.

 

We have yesterday saw their Boss spouting about the new 4g technology and how we will all be awestruck when they introduce this new third brand.

The BBC interviewer suggested that they already had 2 brands running along side eachother,and the reason they were creating another was because they were unable to decide which was the best of the existing 2 brands to put the dosh into.

The boss was silent on that question..............

 

 

[MARTIN3030]

Marc raises valid points and I would agree that we DO get lots of complaints about Voda's seemingly done deal insofar as defaults and adverse credit reporting whilst disputes remain.

But I think there has to be a point when lessons are learned and I dont think Voda would want Lee to be here if they did not believe his presence would be of any benefit.

Equally the CAG exists and will always be supportive of our members interests.

Lee's reputation feedback is testimony to his input and what members Judge that to be.

 

 

But there is no room for complacency....he knows that as well as all the site team.

 

Enjoy your holiday

Edited August 22, 2012 by MARTIN3030

[MaxxPower]

I think the reason we see more Vodafone complaints than other networks here is simply because the site has a track record of helping to get the issues resolved through Lee. Word gets around, these resolutions show up on Google Searches so Vodafone customers who do feel something has gone wrong are simply brought here rather than elsewhere when they're looking for a solution. If the Vodafone webteam weren't around on the site then I doubt we'd get anywhere near as many Vodafone threads as we do.

[MARTIN3030]

Yes agree.

[Lee Vodafone Company Rep]

As you'll see I've handled my fair share of the credit files issues which have been posted about on CAG over the last few year and am fully aware of how things are perceived.

 

No doubting this and you are the most respected customer service rep of the 60+ we have registered on CAG

 

Of course you believe in the VF brand and its your livelyhood.

Your time here has not been without its ups and downs,but you are commended for this.

 

 

This is really kind of you to say so Martin.

 

You can be assured that both myself and the team will certainly continue to be as helpful as possible and hopefully bring about some more positive conclusions along the way.

 

Take care,

 

Lee

 

Web Relations Team

 

Vodafone UK

[MARTIN3030]

We know that there can be situations where actions are needed speedily,certainly this is the case for example where adverse credit reporting can thwart a house purchase.It is therefore prudent and sensible to post here the contact details for Vodafone,since a response from them may be faster in dealing than one from the ICO.

 

The contact details for CAG members is;

 

[email protected] quoting ‘WRT135 – CAG Forum’ in the subject line to ensure that it reaches the Web Relations Team.

 

When emailing. either provide a link to your post or thread – if you’ve posted in another member’s thread please also provide your CAG username so that the queary can be checked.

 

(No spacings in the email address)