Names and identifying details in this case study have been changed to protect our client’s privacy.

Linda ordered a particular phone from Vodafone. What arrived wasn’t it. She didn’t accept delivery, disputed it and waited for the right one. It never came. Eventually she gave up and moved to another provider.

Some time later, letters from a mercantile agent started turning up about a debt she didn’t recognise. She wrote back asking for invoices and confirmation of what it was for. Nobody answered.

Work got busier around then. Linda took on more responsibility and had little spare time to chase it, beyond writing to the agent asking for details. She wasn’t in any financial stress. She simply didn’t know what the debt was.

What it was doing

When Linda, from Victoria, applied for a home loan, she found a default for around $2,000. Only then did she work out it was a cancellation fee from the old phone account.

What we found

Linda had kept her letters to the agent asking about the debt, which helped a lot. Vodafone, though, refused to remove the default or waive the fee, even though she’d never received the phone. When we asked for recordings of the calls where she placed the order and disputed it, Vodafone would only speak to Linda directly, despite our written authority to act for her.

Why it came off

We lodged a complaint with the Telecommunications Industry Ombudsman, covering both the dispute and Vodafone’s refusal to deal with us under Linda’s authority. During that complaint it was confirmed the phone had never been delivered and Linda shouldn’t have been charged a cancellation fee. The default was removed.

The result

We started on 27 January. The default came off on 19 August, 205 days later. Linda was very happy with the outcome and could move forward financially.

What this means for you

Keep your letters. Linda’s written requests for information were proof she’d tried to sort it out. And if a creditor won’t deal with your representative, that’s something an ombudsman will want to hear about. Our credit repair lawyers handle telco disputes like this all the time.

This is a past matter. Names and identifying details have been changed to protect our client’s privacy.

Results depend on individual circumstances. Every credit file is different, and a past result doesn’t guarantee the outcome of your matter. This case study is general information, not legal advice.

Don’t spend another month stuck in Credit Prison. Call our credit repair lawyers on 1300 667 218 or book a 15-minute intro call at https://mycralawyers.com.au/15min-credit-repair-intro-call/ . If we think your chances are low, we’ll tell you straight.

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