O2 Direct Debit/Bill

NathanG_2

Hi,

I'm hoping someone can help me as I feel pretty crap about O2 at the moment.

I'm an O2 Online customer and I tried to use my phone earlier this week but was redirected to O2 customer service and told my that I had an outstanding balance of over £550.00. When I queried that I didn't think that it was possible to owe that much I was told that my direct debit hadn't been taken since August.

I was then told by a lady I spoke to that she looked at my file and it showed that it was O2's fault that they hadn't requested money on my account and I could have pay the outstanding over six monthly installments. I queried that I had heard that "payment arrangements" appear on credit files and could negatively affect my credit rating and the lady then said the accounts team would make sure it wouldn't appear on my credit file as it was O2's fault.

Unfortunately I didn't have my debit card on me but I said I would call back to make the first installment. When I called back I was put through to accounts to whom I had to explain the whole story to again. This is where I was informed that it would appear on my credit file and that it was my fault as it is my responsibility to pay the bills. I then asked to speak to perhaps his manager as I felt this was unfair. I then spoke to his manager and she explained that yes it would appear on my credit file although she did accept that O2 accepted it was there error which caused the direct debits to fail. The only alternative is to pay the amount owed by February but I do not have the money to do this.

I was also"encouraged" by her to accept the payment arrangment on my credit file as it wouldn't affect me getting credit.

I then asked if I could escalate this further and she informed me that I could make a formal complaint to her and if I didn't accepther explanation that I could complain in writing which will take 14 days for them to process.

I have no phone usable phone to use and not for the next 14 days.

This is all really a shame because I have been a customer of O2 for over 6 years and have never had a problem.

I just want to state that I am not looking for freebies but for O2 not to add a "payment arrangement" on my credit file in what was essentially O2 not collecting the money. It's important to me because I intend to remortgage this year.

I haven't accepted a payment arrangement as I guess as soon as I do it will appear on my credit file.

Has anyone advice? I feel I dont have much of choice over this.

Thanks,
Nathan

iwanttosave_2

I don't understand why they didn't take the DD, I've never come across it unless the wrong details have been given.

The second person does have a point, it is your responsibility to make sure the payments are up to date. Surely you must have noticed from your bank statements that it wasn't on there, or that you were a few quid up each month.

atlantis187

Sorry to hijack this thread

I've got a similar problem but not with o2 more with a direct debit.

Basically I signed up with a insurance company called safe2go in nov 2009 to protect all me gadgets mobile, laptops etc..

They sent me all the paper work thru stating a direct debit had been set up and money would be taken out on 16th of each month.

Checked my account on 16th dec no money taken out then check again 16th of this money again no money has been taken out. It doesnt even show up on my list of direct debits.
I've rang them up and they say they have collected the money each month. Am confused but have thought i'd let it slide for the moment.

DarkConvict

Ive had DD trouble with vodafone.

Vodafone said the DD error they got was that there was no funds in my account. So they blamed the bank

When i rang my bank they said they reviewed the DD transaction, it shows them taking the money then cancelling during the DD transaction so no money was taken. So they blamed vodafone

Reason, without my permission my individual branch has put a block on my DD from vodafone! The branch could see it, but my banks general CS team could not. So when i rang in no one could find out what was happening, as my original branch was located some 200 miles away due to moving house. In the end i setup a new account with another bank.

Anyhows, if O2 admitted it was there fault they didn't take the money you can complain to the ICO/CRAs that the information is incorrect and that they failed to take payment rather than you not paying.

NathanG_2

Just to be clear O2 have admitted that it was their mistake as they hadn't tried to claim the direct debit. The direct debit is all setup still with the bank and O2 just need to attempt to claim this.

iwanttosave, I appreciate the time you took to answer but no i hadn't noticed as it was a direct debit and I never check. You may never have heard of this but neither have I and that is why I was posting for advice.

It feels like even though they have admitted the mistake on their part they are demanding the £550 or they add bad credit history to my file. As I said before I didn't think they would do this type of thing as I have been a long and loyal customer of O2.

Also thanks DarkConvict I will mention a possible complaint to ICO/CRAs about this threat in the letter I am sending.

NathanG_2

I just also wanted to add that money has been deducted from my account before using thesame direct debit.

It's strange it took almost 6 months for my phone to be barred from making calls. Is this a normal period? I would have thought it would have been shorter?

barjam_2

might be worth writing a letter to them rather than ringing them i had an issue last yr with o2 and rang them a couple of times then decided to write , i ended up being happy with the response from them give it a try for the sake of a price of a stamp