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:

How we use credit agencies to obtain data

We use data from three credit reference agencies. 

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

There are a few ways you can reduce your spending:

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

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.

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.

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