O2 Defaulted account £10.21

andyford2000

Hi everyone,

please bear with me on this one, I will try explain what is going on as best I can.

I recently attempted to buy my daughter a new phone on contract, aswell as tried to change Mortgage Lender. I was rejected because of something on my credit file.

On futher investigation and sihning up to creditexpert and viewing my credit file, it would appear o2 logged a default against me in September for the sum of £10.21.

Now, I cancel my phone contract with them in March of this year and moved over to pay as go, settling my bill for around £78 in the process, i was given a PAC number and away I went.

I spoke to customer services last week with regards this default, explaining I wasnt made aware of any addition charges that might be levied against my account, nor have O2 over the last 7 months made any effort to contact me via phone, email or letter. The representative looked into my account and said he couldnt see anything stating that I would have to make a further payment, and subsequently credit my account for the outstanding amount and apologised for the misunderstanding. He said I should email their credit refferals team and explain all this and ask them to remove any information from my credit files.

I have had email back this evening from them; please see below

Dear Andrew

Thanks for your email.

I’m sorry we’ve added a default to your credit file for a bill you were unaware of. I appreciate how frustrating this is.

There has been a credit of £10.21 added to make the final bill a zero balance. The £10.21 was a charge for your line rental until your number was moved to pay as you go on 11 March 2011.

Due to the time that’s passed since your number moved I’m not able to listen to the cancellation call however the notes do show that your final bill was explained to you. Around 14 days after your account is closed there is a final bill generated. This final bill is due to be paid 14 days after that. Since this payment wasn’t made within this time this is the reason a default is added to your credit file.

I can’t change your credit file because this has to show an accurate account of the payment history on your account. I understand the advisor said o2 had made an error however this isn’t the case. All of your o2 bills are shown online for you to check.

If you’ve got any questions, please let me know.

Kind regards

Telef!nica UK Limited
Complaint Review Service - Glasgow

I would like some help and advice please on how to get this resolved asap, as this is having a serious detremental effect on my credit history / file.

Surely I am right in thinking they have a duty and obligation in trying to get some kind of remedy before filing a default, otherwise, how am I supposed to pay a final bill if I am not aware of.

your thoughts and help would be most welcome

Andy

amorge

Hi

did you receive your bills online or in the post? have you asked them for a copy of the final bill?

[Deleted User]

So they are saying that you should have seen the bill online, I must say 02 have always sent a formal letter or even two when I have missed payments in the past.

You need to establish first what reminders were sent, so I would go back and ask what they did i.e. Red Bill, so on...

You can then begin to look at what they could have done to allow you to understand the bill and that the bill was indeed overdue.

andyford2000

It was all online, they never sent anything to me by post telling me i still owed money when i cancelled my contract.

it sickens me what they have done for £10.21, if i was aware of it, I would of paid it.

i wasnt told when I cancelled my contract that there would be a further charge, and they are saying they did tell me.

chanz4

o2 issue defaults and reminders via online if you have paperfree billing

andyford2000

that being the case, i didnt have access to my bill online as I had cancelled the contract. i can access my daughters account without an problems and the 2 accounts were locked together.

ejc81

chanz4 wrote: »

o2 issue defaults and reminders via online if you have paperfree billing

Seriously?? Surely they can't issue a formal default notice via e-mail? :eek:

andyford2000

thats exactly what I thought, they never even got intouch either via email, post or phone chasing the so called debt, surely they gave to been seen to be doing some kind of recovery prior to registering a default. they just dont seem to understand what effect it has had on credit rating, and there appears to be no backing down from them, if they had I would of paid it, if i dont know about it, how can i pay it ????

elsiepac

Hi Andy

To be honest, I would just pay it - O2 are one of the better creditors to have... if you genuinely didn't receive notice of default etc, then chase them but I would say the advisor you spoke to on cancellation currently seems to be at fault due to non-declaration of extra owed, and as they have no recording, how can they prove?!

LC

andyford2000

when I called up asking about the debt the customer advisor cleared the outstanding debt as he said he couldnt see any mention of me being told there would be a further charge. He informed me to contact the credit referrals tean and ask for the default to be removed from my credit file. They are basically totally refusing to.

chanz4

O2 Have been known for only issuing them in this way, google o2 default