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Text Content

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 * Personal
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 * Find a store
 * Network Status Checker

Link back to the main Vodafone homepageVodafone logo
 * Shop
 * Why Vodafone
 * Help
 * My Vodafone

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WHAT TO DO IF YOU CAN’T PAY YOUR BILL


AND INFORMATION ABOUT CREDIT FILES



If you can’t pay your bill, please don’t cancel your Direct Debit. Please get in
touch on 191 (free from Vodafone devices), or 03333 040 191 from any other UK
landline or mobile.

There are also some things we can do. You’ll need to get in touch to talk about
these.

We can:

 * Change the date of your monthly payment
 * Move you to Direct Debit
 * Remove additional services
 * Help you sell or trade in your old devices 

Unfortunately, we can’t offer you any financial services. Here are some
organisations that might be able to help:

 * Money Helper
 * Money Advice Trust
 * The Money Charity
 * Citizens Advice
 * Money and Mental Health Policy Institute

HOW WE USE CREDIT AGENCIES TO OBTAIN DATA

We use data from three credit reference agencies. 

 * Experian
 * Equifax
 * Transunion

When you apply for a contract with us, the search stays on your credit file for
12 months before it disappears automatically.

While you’re in contract with us, we’ll continuously exchange information about
you with these credit reference agencies. This includes if you’ve paid your bill
on time or late. 

We’ll also reflect how late you paid (for example):

 * If you pay two months late a 2 will be on your credit file
 * Three months late will show a 3, and so on
 * A default may be added if your bill remains outstanding

Once the debt is paid, the default will show as satisfied, but your credit file
will show the debt for six years from the date it was recorded.

Please note – your credit report updates two months in arrears. (For example,
January’s bill will reflect as paid in March.)

ANSWERS AND SOLUTIONS THAT HAVE WORKED FOR OTHER CUSTOMERS

HOW CAN I REDUCE MY SPENDING?



There are a few ways you can reduce your spending:

 * Set up a spending limit
 * Track your spending with the My Vodafone app

HOW DO I SEE MY CREDIT FILE?



To see your credit file, you can ask the credit reference agencies:

 * Experian
 * Equifax
 * Transunion

If you raise a dispute through one of the agencies, we’ll need the following
information to investigate:

 * Full name
 * Full address
 * Contact number
 * Details of your query

We’ll get back to you within 28 days.

Alternatively, you can get in touch on 191 (free from Vodafone devices), or
03333 040 191 from any other UK landline or mobile.

HOW DO YOU HANDLE MY DATA?



Occasionally, we might use your information for statistical analysis or testing,
just to ensure the accuracy of our products and services, or to manage your
account. If we do, it won’t be recorded on your credit file, and other
organisations won’t be able to use it for their credit checks.

Other ways we might share your details:

 * With other companies in our group
 * With fraud and theft prevention agencies
   - These agencies might share your data with other organisations to help them
   make decisions on you, your business partners, and others in your household
 * With companies for debt tracing and claims assessments

If you’re unable to repay an outstanding debt in full and on time, we might tell
the credit reference agency that’s making a record of the outstanding debt.

If you chose not to join us at Vodafone, we’ll hold onto your information for
enquiries, legal purposes, and to prevent fraud.


KEEP BILLS DOWN WITH THE MY VODAFONE APP

Manage all your accounts in one place, get a list of your bills and track your
usage in real time with our free app.

 






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Consumer Price Index (CPI) changes
*Monthly price shown plus all out of bundle charges will increase by the
Consumer Price Index rate published in January of that year + an additional
3.9%. If you have a Device Plan, this will not affect your monthly Device Plan:
vodafone.co.uk/pricechanges.

Vodafone Limited is authorised and regulated by the Financial Conduct Authority
for consumer credit lending and insurance distribution activity (Financial
Services Register No. 712210) Registered in England and Wales. Company No
01471587. Registered Office: Vodafone House, The Connection, Newbury, Berkshire,
RG14 2FN.




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