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Vodafone - missed payment on credit rating and refusing to accept any responsibility


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Bit of a long story but here goes:


I moved house in 2012,

called Vodafone to change my address and they said it had been processed - end of phone call.

It became apparent some months later it had not been processed,

I called again, advisor said it had been processed, end of phone call.


Fast forward to January 2014,

I wanted an upgrade but couldnt get the phone I wanted through Vodafone (wanted me to pay for that handset).


Went via phones4u instead,

got the phone I wanted, on a Vodafone contract, but new phone number.


called Vodafone, made what I thought was my final payment (on the call I was told that was the final payment and no further payments required).


Set up new phone and cancelled my old account (old number deactivated).


And now we reach April 2014,

I receive a letter from a debt collector.


Thought it was a [problem] as I dont have debts, binned the letter.


Received another letter, this time called the debt collection agency and was informed it was related to Vodafone.


Called Vodafone immediately,

and once I provided them with my old phone number it became apparent I had £32 left on that old number to pay, so I did immediately.


I had never received a single letter from vodafone,

no emails (my email address never changed) and they did not contact me on my new mobile number

(after all I am still a Vodafone customer, I never left).


Now I have a missed payment on my credit rating,

appalled at this I spoke to someone on the customer relations team who was very apologetic

and said they would remove the missed payment.


I was happy with this resolution, until I got an email today from another person in the same team

who now has decided I cant have the missed payment removed because they have no record of me contacting them to change my address,

therefore it is apparently correct.


What I want to know is where do I stand and what can I do?

I dont remember the 2 phone calls I made to them (it was definitely one in 2012 and the other could have been any time after May 2012

and before January 2014).


I cant exactly remember when I rang them to change my address,

but I know I did and I'm furious that I now have this on my credit rating,

especially when I want to purchase a house with my fiance in the next 18 months or so.


It also infuriates me that they have no 'processes' in place to link an old account with a new account

- my full name, email address and date of birth is the same on the previous account

and the current account, why would it be so difficult to quickly check if I was still a customer

so they could have obtained my new address (on my current account)

and contact me to let me know about the missed payment?


Does anyone know where I might be able to find the rules on how a lender (i.e. Vodafone)

should act when a payment is missed?


I've tried the OFT, Financial Ombudsman etc.

I just cant believe that they would be allowed to pass on a debt and mark someone's credit rating

without trying different avenues of contacting the customer,

they had an active email address so why not use it?


I have asked Vodafone for transcripts for the time period in question for each call I made to them

(I have all my phone numbers that I have ever contacted Vodafone on) to prove that I never requested a change of address

- I am hoping that if I push a bit harder I will eventually get them to accept their mistake.


Its just so awful to be promised one thing by an advisor on the phone,

and then to have it taken away again by another new person.


And even worse knowing I changed my address at least twice yet they are claiming to have no record of this

- I have never missed a payment for anything in my life and would not dream of being late on a payment.


One thing is for sure

- when mine and my partner's contracts are up we will leave Vodafone and never look back,

this could well mean we wont get a mortgage for 6 years and that is a horrible horrible place to be all for the sake of £32 that I didnt even know about!


Sorry for the essay and thanks in advance to anyone who can help.

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we have a very good voda rep here that i'm sure will sort this


follow below:


We here at CAg have a very successful VodaFone Rep operating here


We advise you to follow this method to alert them to your thread:


To get this looked into further could we please you ask you to email




with the details quoting the code WRT135 - CAG Forum in the subject line


Once sent you'll receive an automated reply with a reference number.


To ensure that it reaches Lee could you update the thread with this

and He'll get back to them as soon as he can?



please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Hi KC100,


I’m sorry to see what’s happened.


So that we can look into this, please get in touch using the link that dx100uk has posted above.


Once you’ve sent the email, you'll receive an automated reply with a reference number. Please update the thread with this and I'll check we’ve received it.





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