O2 credit reporting

Financialwizard

I am cross currently so apologies if this post sounds that way I am just feeling very frustrated currently.

I checked my noddle credit report in January because my divorce had come through and I wanted to make sure everything showed as settled that was joint because I had moved and basically wanted to make sure my ex hadn't left me with any nasty surprises. Unfortunately O2 had instead!

In July 2015 I cancelled the device plan with O2 and paid £100. I was told that was my complete final bill. I left the dd active just in case. No dd was taken. I received no bills by any means (they used to email/text), not even paper. Did not move house, home and mobile number remained the same.

When checking my credit report I found O2 showing as settled on one account (they did a split report for the device and call charges I subsequently found out) and a balance of £43 owing on another that showed as 5 payments down. Called O2. They advised that I did not owe them any money and that they could confirm that a bill had never been produced for the monies that was showing as owed (in fact some could not see that a balance had been on the account at all). After many calls I was finally advused that there had been a balance of £42.73 owing on the account from calls/texts/media and that as they had never billed me for it they had refunded the account. They then told me to email my credit report to the credit file referral team explaining and that they would fix it. Did that. They wrote back saying it is accurate and they won't change it. Called O2 customer services. They told me to email them again. Did so, and they sent a very curt email back stating the same even though O2 have admitted it is their error.

I have now been advised to contact the complaints review team which I will do, although I was initially given the wrong email address.

I have a feeling I'm going to end up at the ombudsman.

What's worse is I work in financial services and am due a credit check soon. Whilst I expect my employers will be very understanding I am concerned because I'm thinking of switching jobs.

Does anyone have any tips on how to deal with O2 or is there any specific wording I should be using in my complaint? I'm not after compensation, but I do want this resolved asap.

GingerBob_3

Two things: you should be after compensation, and don't ever have any dealings with O2 again. Eventually messages like that will get through to these bounders (it will take a long time, though).

National_Debtline

Hi there,


Make a formal complaint to o2 and highlight that this is their error (they have admitted this) and ask them to amend the incorrect information on your credit file ASAP - rather than sending you running around to do it. Explain that it could potentially cause you problems with your employment and that you need this corrected by a certain deadline (the deadline is not legally enforceable by you but may put pressure on them).


You can still continue with any other active complaint and take matters to the Telecommunications Ombudsman and the Information Commissioner.


Laura
@natdebtline

Smith_holster

Hi financialwizard,

I wondered if in the end you had things resolved with O2?

I'm facing a very similar situation with a mortgage application declined due to a £16 default placed on my account dating back to November 2013. I'm still an O2 customer, settled all old accounts and have never heard from them about this default until checking my Noddle report.

I'm having problems being sent from pillar to post and I wondered if you had any tips?

Thanks in advance for your help

yoshiyella

Smith_holster wrote: »

Hi financialwizard,

I wondered if in the end you had things resolved with O2?

I'm facing a very similar situation with a mortgage application declined due to a £16 default placed on my account dating back to November 2013. I'm still an O2 customer, settled all old accounts and have never heard from them about this default until checking my Noddle report.

I'm having problems being sent from pillar to post and I wondered if you had any tips?

Thanks in advance for your help

Email the ceo of o2 at [EMAIL="mark.evans@telefonica.com"]mark.evans@telefonica.com[/EMAIL] - this will then be passed to their CEO complaints team and in my experience will be sorted within 48 working hours

mrmagooooooo

yoshiyella wrote: »

Email the ceo of o2 at [EMAIL="mark.evans@telefonica.com"]mark.evans@telefonica.com[/EMAIL] - this will then be passed to their CEO complaints team and in my experience will be sorted within 48 working hours

I Second this.. With any company if i dont get the customer service i should i go straight to the top. As said most complaints in my experience are indeed sorted within 48 hours. It will obviously take longer to reflect on your credit file so ask them to put it in writing that they agree to remove the wrong data from your file

:beer: