02 credit file default

nataliew123

I'll try and keep it brief
after 10 years of being with EE, their mast went down near me so I ordered a sim only contract deal with 02 back in june last year and after lots of phone calls they couldn't figure out how to transfer my number. I was so sick of them trying to sort it out i told them i wanted my pak code, i was cancelling within the 14 day dsr and was off to another provider, they refused it as they said it didn't exist or some other reason , eventually on the 13th day after i ordered it, a manager managed to provide me with one as the cancel was now cancelled. I never once used the sim. I assumed that was that and went to different provider.
Weeks later i got an email bill (£20) for the first month, i tried again to get through, customer service eventually told me the bill had been sent in error, not to worry there was nothing owing contract was cancelled.
Weeks later i got another bill, this time for full amount (£172), horrified i called again, same outcome "not to worry" "sent in error" etc etc.
I checked my credit file for the first time and noticed they had placed a default notice on it, it said satisfied balance £0 however the default it seems will stay with me for 6 years.
I emailed there credit referrals team and they replied saying the money (152) was still outstanding. I Emailed them back but they have not responded and are ignoring me.
How can i get them to remove the default from my credit file

sourcrates

Written complaint to there customer services, if no luck escalate to ombudsman services (Google is your friend here) also try the ICO (information commissionaires office) to get the default removed.

Rev

I have the exact same problem with o2 for two refresh contracts I settled in full. Yet they've put a default on my credit file saying I owe them £95 (early termination fees) for each account.

When I closed the accounts they sent me around 8 emails telling me I owed them the £95. Each time I called and explained the situation yet again. Each time I was told it was sent in error. Then the 'your bill is late' emails started. Again I called each time and tried to get it sorted. I have spent around 10 hours on live chat and more on the phone trying to get it sorted.


I assumed it finally was sorted then checked my credit report a few days ago and found the default.


Customer service are useless. I made 8 calls and spoke to 8 different advisers. 5 didn't even know what a credit file was. All of them said I didn't owe anything and to not worry about it. Non of them seemed to actually grasp the problem. I tweeted, that was ignored. My Facebook posts have been deleted.


I found the letters I received when I ended the contracts confirming payment in full etc. On the back it gives a number to call should you have any bill problems. So called that number, it's for the pay and go top up line! That says it all really.


I've emailed their complaints department and told them if they don't call me by end of this week to rectify it I'll make a complaint to the ombudsman. Not sure what else I can do.


One things for sure, I will never take a contract out with o2 again. Not even if they're giving it away for free.

FredG

Same issue here, incorrect credit file data logged by O2, acknowledged by their complaints department and I've been compensated twice for it, however it still remains on the report after 2 years!


Only a late payment but the principle stands. 3rd time lucky, if not I'm going down the ombudsman route.

Rev

Just had a call back from the o2 complaints department. They've apparently put the wheels in motion to get it removed from my credit file so will check my file again in a month and see if it's still there.

nataliew123

Quick update
using the resolver service 02 have removed the credit file default entry
result : )