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100
  1. Customer gave notice to cancel at the end of their term but cancelled the Direct Debit before we could collect the penultimate airtime bill payment. The final bill was produced the following month and the customer paid it through DCA. There are 3 late marks and a default on the credit file. The customer paid all previous bills on time. Can we amend the credit file?

Answer : Yes , Final Bill Policy – Remove the late marks and the default and settle the credit file as of the last regular payment.

100
  1. Customer gave notice to cancel during their term but cancelled the Direct Debit before we could collect the ETF bill payment. The final bill was produced the following month and the customer paid it through DCA. There are 3 late marks and a default on the credit file. The customer paid all previous bills on time. Can we amend the credit file?

No : Final bill policy explained there should be no ETF

100
  1. The customer has a large overdue balance and claims that they were unaware of it. They have an online account and according to the collections history we have sent one email asking them to pay. They say they want the marks removed from the credit file because we didn’t try hard enough to alert them to the overdue balance – can we do anything?

Yes : We can remove the adverse due to minimal collections activity as of the NO/MINIMAL COLLECTIONS FOLLOWED 

 

The balance needs to be zero before we can remove the adverse 


100
  1. The customer placed an order online and has called up stating that they were not made aware there would be a credit check/hard search. Can we remove it?

No : Under the searches policy it explained if the customer ordered online consent must be given prior to the search taking place

100

A sales agent's system crashed during a new device order, resulting in multiple credit checks. Can one of the searches be removed?


  1. Yes. This is covered under the Vodafone error policy.
200
  1. Customer gave notice to cancel at the end of their term but cancelled the Direct Debit before we could collect the penultimate airtime bill payment. The final bill was produced the following month and the customer paid it through DCA. There is one late mark on the credit file. The customer had not paid all previous bills on time in the last 12 Months. Can we amend the credit file?

No : Because customer had not paid all their previous bills on time.

200
  1. Customer gave cancellation notice outside of their commitment end date. The SR failed and we issued collections notices. The customer continued to use the service (as seen by usage on the bills) did not respond to collections notices and was disconnected for non-payment, and they have late marks and a default. Is there a policy that allows us to amend the credit file here, and if so what needs to happen on the account first?

No – Due to usage on the account

200
  1. The customer has an overdue balance from 4 months of unpaid bills and therefore has late marks on the credit file. Prior to this, the customer has a perfect payment history for 5 years. We texted them to tell them their Direct Debit had been cancelled and then a week later we texted them about the overdue balance – can we do anything with the credit file?

No : We had informed the customer of the overdue amounts on more than 1 instance.

200
  1. The customer defaulted for £1000 on 01/10/2018. When will the credit file be deleted?

After 6 years : 1/10/2024 – Under the 6 Year Statute

   ( If customer called within a month we would also remove this )

200

A customer seeks legal assistance for credit issues due to high credit utilization. What options are available?


  1. They may explore a Debt Relief Order (DRO) or Breathing Space Scheme for relief from enforcement.
300
  1. The customer has come to the end of their device loan but they cancelled the Direct Debit before we could collect the final payment so have late marks on the device credit file. Can we amend the credit file?

No : Due to the loan not being paid in full.

300
  1. The customer’s contract term finished several months ago and they have not been using the line. They noticed they still had an active Direct Debit so cancelled it without giving notice and eventually the account was disconnected for non-payment. The customer has called and paid the overdue balance but there are late marks and a default on the credit file. What can we do with the credit file?

Yes : We can amend the file due to the customer being out of contract with no usage. We will need to remove the late marks and the default and settle the credit file as off last regular payment.

300
  1. The customer requested to set up a payment plan (AIP) over 3 months to clear a large bill. The agent advised the customer how much they needed to pay each month but didn’t tokenise the payments. The customer phoned and made manual payments each month as per the agreement but the credit file has recorded late marks. Can we do anything?

Yes : We can going to replace the late payment marks with arrangement icons - under the payment plan policy

300
  1. The customer took out a new connection and returned it to store within 14 days. What do we do with the credit file? What do we need to check?


Yes : We need to delete the credit file under returns failure loan policy , We also need to make sure that device is returned 

( If there was an upgrade we do not delete the credit however we amend it , we also need to make sure that the balance is on zero )


300

What is a Debt Management Plan (DMP), and when should it be considered?


A DMP is an agreement to repay debts over time and is suitable for individuals struggling with multiple debts.

400
  1. Customer gave cancellation notice outside of their commitment end date. The SR failed and we issued collections notices. The customer did not respond, there is no usage on the bills and the account was disconnected for non-payment, and they have late marks and a default. Is there a policy that allows us to amend the credit file here, and if so what needs to happen on the account first?

Yes : Out Of Contract/No Usage & Cancellation Failure Policy – First on the account the amount need to be cleared or paid off then only we can amend the credit file

 

Since there was no usage

400
  1. The customer’s contract term finished several months ago. They noticed they still had an active Direct Debit so cancelled it without giving notice but continued to use the service and eventually the account was disconnected for non-payment. The customer has called and paid the overdue balance but there are late marks and a default on the credit file. What can we do with the credit file?

We can satisfy the default as off the payment date - The adverse will remain on the account since customer was using the services

400
  1. The customer was ordering a new device with us and the sales agent’s system crashed halfway through. The customer had already had a credit check but due to the system crashing, another one had to be put through. Can we remove a search here?

Yes : Vodafone error – Covered under the searches policy

400
  1. The customer took out a new connection and claims to have returned it via post but they have no proof of this. What do we advise the agent to do?


We can advise the agent to contact the warehouse to confirm if the device has been returned , if the warehouse confirm the device is received they would need to provide a reference. The agent need to make sure that the account balance is updated , then only we can delete the credit file.

 

If no proof of the customer returning the phone customer remains liable for the contact however we also need to check if the correct returns policy was used.

400

 A customer returned a device within 14 days. What should be done with the credit file?

The credit file should be deleted under the returns failure loan policy, provided the device was returned.

500

Customer gave cancellation notice and is told they are still in commitment so there will be an ETF. The SR failed and we issued collections notices. The customer did not respond and was disconnected for non-payment, and they have late marks and a default. Is there a policy that allows us to amend the credit file here, and if so what needs to happen on the account first?

 

Since there was no usage

No : Customer was in contract and did not pay the ETF

500
  1. Customer has a main account with a service hierarchy. The main account has a Direct Debit set up and is paid on time every month but the service hierarchy account has no payment details and a large overdue balance. The customer has called to query this because they noticed adverse marks on the credit file and they are confused because they know they are making monthly payments to Vodafone. The agent discovers the hierarchy overdue balance and the customer pays it. Is there anything we can do on the credit file? And what advice would you give the agent to stop this happening again?

Yes : We can remove the adverse on the account because the customer was unaware of the service hierarchy and we would advise the agent to tell the customer to set up a direct debit to ensure payments are made and should this happen again we will not be able to remove the adverse

500
  1. The customer wanted the newest phone, they ordered online but after the credit check had gone through the phone was out of stock. The customer doesn’t want to wait for more stock to come in and has asked for the search to be removed, can we do this?

No : Under searches policy a search footprint will not be removed is the device is out of stock

500
  1. The customer has written a complaint about their service and part of the complaint is that they want the adverse credit file marks to be removed. Customer Relations/Specialist Care has removed the balance as a goodwill gesture to prevent the customer from going to CICAS even though there is no evidence of a Vodafone error. They are asking you to consider amending the credit file as a goodwill gesture to close the complaint, how do you respond?

No : It is not part of the policy – We do not amend credit files as a goodwill.

500

The customer claims to have returned a device by post but has no proof. What should the agent do?

  1. Contact the warehouse to confirm receipt. If the device is returned, update the balance and delete the credit file.
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