O2 - Adverse Credit Referral...

Alz0r

Looks like it's not just O2 that like to do this to their clients...

TLDR version - O2 make incorrect loading on my credit file. I subsequently get credit card apps etc declined. O2 offer £50.00 compensation - Deal or No Deal?

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Please find below an email starting from 2010, concluding today (06 02 12).

Here is a summary of the events :


I elected to be on a 30 day rolling "Simplicity" contract in 2010.

The O2 staff member I spoke to on the phone decided to put me on a 12 month contract instead (I'm assuming for commission purposes).

I only found this out by accident on a subsequent phone call. I complained and was released from the 12 month contract.

O2 then took £82 from my bank account without my consent for early termination of my contract.

I noticed this and reversed the transaction with my bank.

O2 then decided to sell my "debt" to a debt collection agency.

At the time I complained again and was told there was no debt and there would definitely be no adverse affect on my credit rating.

Recently I have tried to renew my credit card but was refused as I had a "poor" credit history.

I investigated further and it transpires O2 notified credit reference agencies that I had eight consecutive months of defaults.

This has been on my record for 2 years.

I have been informed by one of your colleagues that he is unsure when or IF this will ever be removed from one of the agencies records (creditscorematters.co.uk). See Below.

I am currently paying 19% interest of my credit card debt as a direct result.

My credit rating has been damaged further due to having credit applications declined on the grounds of poor credit (I have no other defaults)


I am currently on a 24 month O2 contract.

I wish to ascertain what level of compensation O2 are willing to volunteer, I'd prefer to settle this matter informally.

Please consider the following when coming to your conclusion :

Time I have spent rectifying / complaining / investigating / telephoning / emailing etc your company and/or debt collection agencies / credit reference agencies.

Financial loss from being refused credit and having to service my debts at a high rate of interest. Further time wasted and inconvenience due to having to spread my existing credit card balance over 3 new cards as I am being refused my usual limit.

Emotional stress caused from having money taken from my bank account / having letters from debt collection agencies and not least being misled / misinformed at every stage.

I look forward to your response,


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Thanks for your email.

I’m sorry we loaded adverse information on your credit file. I can appreciate how worrying this is for you.

We’ve now removed the adverse loading on your credit file due to it been our error. I understand you’re seeking compensation because it’s affected you obtaining credit.

We don’t offer compensation as a means to resolving customer complaints, as per our terms and conditions. However, if you can provide evidence that the actions we’ve taken have directly impacted on you obtaining credit please can you forward it to me to be reviewed.

I’ve added £50 to your active O2 account as to say sorry and recognise any inconvenience caused. If you’d like this refunding to your bank account please contact me within the next Five days.

If you’ve got any questions, please get in touch. You can call me on 0845 330 0684. We’re open Monday to Friday between 8am and 6:30pm.