£34 Default with Hutchison 3G, only just noticed it.

modder25

I havent had a reply from them yet now that I have asked for proof of correspondence to me, it looks like the email I got yesterday above is a standard generic response as they took less than 24 hours to respond to my first email.

rizla_king

Yes you need to keep pushing as that is what they try to fob everyone off with.

modder25

rizla_king wrote: »

Yes you need to keep pushing as that is what they try to fob everyone off with.

Do you think I should email again tomorrow if I don't hear back from then by the evening?

But this time CC the ombudsman in?

Thanks

davisc02

[FONT=&quot]Modder, keep hassling and add any email you can think, threaten court action. Here's a few of the email I sent and got back, hope this helps [/FONT][FONT=&quot]

In December, I spoke to one of your staff via your online instant messaging to cancel the above account which was for my daughter As far as I was concerned this had been cancelled. This can be checked through your records, as this would of been recorded.I received an email in December from yourselves (see below) stating that we owed £20.53 which we thought was paid, but after that we had not received any further communication regarding this..
In May this year, we applied for a mortgage and checked our credit rating and found out that we had a default against our credit report with 02. We contacted you straight away and were advised by you that 02 could not do anything but to contact the debt recovery agency, Moorcroft Debt Recovery Ltd
When we contacted Moorcroft Debt Recovery Limited, we spoke to Jane and paid the outstanding amount immediately and asked when the correspondence had been sent to us as we had not received any letters. They stated they sent a letter on 28 December 2012, which we never received and also said they think they left a message on my wife's phone but could not give me the phone number. I can assure you this was not the case as we would of acted immediately, and why would they leave a message on my wife's phone. We asked if they could remove this default and said we would have to go back to 02 for this to be removed.
On the credit report it is now showing as a default but when we first discovered this around the 18th May it had a rating of 5 payments outstanding and was paid immediately
I have been an 02 customer for many years and currently have a business contract with two separate mobiles attached and as you can see from my history I have never missed any payment on the contracts I hold with you nor with this one which we had started in Jan 2011. We believe that this default should be removed from the credit reference agencies as we had no correspondence from Moorcroft and certainly none after the 08/01/2013. We have ensured that any credit accounts we have are kept completely up to date knowing that we would be moving properties this year.

[/FONT][FONT=&quot]Thank you for your email.[/FONT][FONT=&quot]

[/FONT][FONT=&quot]I have taken a look at your account and can see that there are no notes or disputes regarding the disconnection. Your credit file shows a correctly loaded default as the account terminated on 01/02/2012 with x 2 arrears and a balance of £20.43. This was paid on 18/05/2013 which is outside the 14 day terms of your contract. [/FONT][FONT=&quot]

[/FONT][FONT=&quot]Regards[/FONT][FONT=&quot]






Hello ,

If you wish to esdalcate this you need to contact our complaints department at [EMAIL="complaintreviewservice@o2.com"]complaintreviewservice@o2.com[/EMAIL] and they will respond directly to you within their own timescales.

Regards

[/FONT]

davisc02

To: Credit File Referrals (UK) <[EMAIL="CreditFileReferrals&#64;O2.COM"]CreditFileReferrals@O2.COM[/EMAIL]>
Cc: CFRresponse (UK) <[EMAIL="CFRresponse&#64;o2.com"]CFRresponse@o2.com[/EMAIL]>; "[EMAIL="complaintreviewservice&#64;o2.com"]complaintreviewservice@o2.com[/EMAIL]" <[EMAIL="complaintreviewservice&#64;o2.com"]complaintreviewservice@o2.com[/EMAIL]>; "[EMAIL="complaints&#64;o2mail.co.uk"]complaints@o2mail.co.uk[/EMAIL]" <[EMAIL="complaints&#64;o2mail.co.uk"]complaints@o2mail.co.uk[/EMAIL]>; "[EMAIL="enquiries&#64;os-communications.org"]enquiries@os-communications.org[/EMAIL]" <[EMAIL="enquiries&#64;os-communications.org"]enquiries@os-communications.org[/EMAIL]>; "[EMAIL="rupert.jones&#64;guardian.co.uk"]rupert.jones@guardian.co.uk[/EMAIL]" <[EMAIL="rupert.jones&#64;guardian.co.uk"]rupert.jones@guardian.co.uk[/EMAIL]>; "[EMAIL="letters&#64;guardian.co.uk"]letters@guardian.co.uk[/EMAIL]" <[EMAIL="letters&#64;guardian.co.uk"]letters@guardian.co.uk[/EMAIL]>; "[EMAIL="john.redwood.mp&#64;parliament.uk"]john.redwood.mp@parliament.uk[/EMAIL]" <[EMAIL="john.redwood.mp&#64;parliament.uk"]john.redwood.mp@parliament.uk[/EMAIL]>
Sent: Thursday, 11 July 2013, 14:29
Subject: Re: ICM 56678 1013528268



Hello Julia,

Just because you cannot see any notes or disputes does not mean there was not one, as I said there was an online conversation with an O2 employee before this contract was terminated, the fact you have listed an incorrect date below of "01/02/12" shows me that mistakes are being made on your side. I have already stated in my previous email my grievance is that I only found out about the debt because I did a credit check before trying to taking out a mortgage, this small debt would have been paid way before it got to a state of default if I was notified there was something outstanding. As also stated in my previous email we have spoken to your debt collectors Moorcroft Debt Recovery Ltd who claim to have sent just 1 letter on the 28/12/12 which we never received.


It seems O2 have a past history of this sort of behaviour and are still doing it as shown in the Guardian piece (http://www.guardian.co.uk/money/2012/feb/17/o2-debt-mortgage-application) who I have copied in on this email along with my MP and the Ombudsman. There are hundreds of other cases where you fail to inform your customers of any outstanding debt unless they find out my doing their own credit checks with one of the credit reference agencies.


I will not have a £20 default ruining my chances of obtaining a mortgage so I can move my family to a new home. If you do not remove this default I will cancel the other 2 business and 1 personal O2 phone contracts I still have running with you and will follow up with court action.


Thanks for your email.

I’m sorry to learn we’ve loaded a default on your credit file. I can appreciate your worry, especially when this is now stopping you getting a mortgage.

This account was set up as an online account and your email address has always been the registered email address. All alerts, reminders and monthly bills have been sent to this email address.

The October and November 2012 bills went unpaid, this left a £30.64 outstanding balance on 7 November 2012.

We closed the account down due to the unpaid bills and produced your final bill of £20.43 on 1 December 2012.

We did send reminder emails and letters outlining when we would add a restriction to your service and then when your account would close.

When an account is closed with an outstanding balance, it’s a business decision to assign a collections agency. Thanks for your £20.43 payment, we received this on 18 May 2013.

I can’t find any evidence of the chat your refer to.

We do have a duty to send accurate data to the credit agencies regarding the payment history of your account.

As a gesture of goodwill, I’ve arranged to remove the default from your credit file. However, any late payments will remain on your file.

Please allow a few weeks for your credit file to be updated.

I hope this helps.

Viberduo

If the balance of £30.64 was for 2 months upaid how can your final bill be £20.43? Sounds like something messed up on their end.

I am having a similar issue with 3 at the moment myself(seems to be common with all networks)

modder25

Thank you for sharing the emails sent and congratulations on coming out on top :-) I am definitely going to keep disputing this, if they cannot provide proof of correspondence then (which I know I never got) surely they have no choice but to remove it.

davisc02

No problem, that is just a few of them, if I posted them all on here the website would probably crash.
Definately keep pushing the point of never getting the letters and just make yourself an absolute nightmare for them. As soon as I started copying in MP's and journalists their tone changed immediately from "computer says no" to "How can we help you today" )

downs523

i have just read this thread, i had a similar issue with o2. i complained at the time and they didn't budge. the default is still on my file nearly 3 years on. however i don't think i took it as far as this, is it too late to do something about it?

mine was : i opened two phone accounts with o2, one for my Ex and one for me. hers was in her name and the payments came out of her account but she stopped paying. O2 say i was the person opening the account so liable but we moved house and i never had any contact from o2 until a debt recovery company contacted me about a year later. i even called o2 to check i had no other accounts with them which they confirmed!

o2 gave me a £50 credit as the outstanding amount was around £230 (which i cleared as soon as i was made aware.)

modder25

davisc02 wrote: »

No problem, that is just a few of them, if I posted them all on here the website would probably crash.
Definately keep pushing the point of never getting the letters and just make yourself an absolute nightmare for them. As soon as I started copying in MP's and journalists their tone changed immediately from "computer says no" to "How can we help you today" )

Hahaha, this message actually made me laugh.

I am going to persist with them like you did for sure