@vodafoneuk Vodafone re-opened an old account in error.

[SLo233]

Hi,I was a Vodafone customer prior to 2006 and have been with Three since. In March 2014 I started to receive Vodafone bills for a contract I never opened in my maiden name and sent to my parents address, which I haven't lived there for over 10 years.

 

After 6 months of speaking to several customer reps on the phone (a couple had said the matter was resolved but it wasn't true) it has now affected my credit rating adversely.In August a manager at one of the Vodafone stores had managed to establish that the account was re-opened as result of a system error at Vodafone and is not a fraudulent account.

 

I have this all on email and was advised to call Vodafone's customer services to have my credit rating reversed.I have tried several times to contact Vodafone- by phone, email and letter. I am unable to talk to any one regarding this due to the following reasons:1) Not passing security details- As Vodafone re-opened the account in error without my permission- the security details they set up doesn't match mine.2) The customers reps cannot find the account or are not allowed to touch it!

 

This issue is the fault of Vodafone and I have spent alot of my time the past 6 months to investigate the cause of this. The customer service is appalling and it seems if they don't know how to help they will lie to you to get you off the phone.

 

I've had many empty promises made that this will be investigated and resolved. As I have evidence that this issue is the fault of Vodafone and they have given me a false credit rating- they should be resolving this.

 

I have tried everything I can and not sure what I should do next. Only Vodafone can reverse this mark on my credit rating.

 

Any suggestions?ThanksSlo233

Edited September 15, 2014 by citizenB
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[SLo233]

Hi, I received an email notification of a reply but it's not showing up here?Thanks

[maroondevo52]

Hi, I received an email notification of a reply but it's not showing up here?Thanks

 

Hi,

 

Sorry that was me, have a look at this 'link'...................

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems-**UPDATED-November-2013**

 

Regards,

 

Scott.

[SLo233]

Thanks.Here's the reference number: WRT135 - CAG Forum [#7952415]

[citizenB]

I would hope that Lee, the VF rep will be able to sort this out for you.. however, in the meantime you could send a formal complaint to their Head Office - send it by a tracked method so you have a signature of receipt.

 

Give them 10 days maximum to resolve this, as your credit rating is being adversely affected after which time you will be making complaints to the Ombudsman and the Information commissioner - at this point don't threaten legal action although that might well be your next step, especially in view of the trashed credit file. .

 

You should contact the 3 main Credit agencies - copy them with the email that you have received from VF advising this is their error and have a Notice of Correction placed on your file.

[Jen Vodafone Company Rep]

Hi SLo233,

 

Lee's currently out of the office, so I'm replying on his behalf.

 

I replied to your email on 17 September. Please get back to us with the requested info and we can look into this further.

 

Thanks,

 

Jenny

Vodafone UK

[2Grumpy]

Don't just be relieved when this is resolved - you have invested a lot of time and effort in this, have been given the run-around and have had your credit file trashed.

 

Vodaphone would have got permission to update your credit file when you opened your original account. That would have ended when the account was closed with nothing outstanding.

 

Even if they did have permission to update your credit history with accurate information, doing so with inaccurate information is libel.

 

Hopefully one of Jen's questions was how many £000's do you need to be paid to make this go away.

 

If you send the CRAs a copy of your email from Vodaphone admitting that there is an error, if the CRAs won't immediately remove them for Vodaphone, they will be knowingly publishing libellous information - it would be rather like a newspaper publisher trying to deny knowledge of a libellous story.