Dispute o2 or equifax

LockdownandReady

Held at o2 Contract and paid it off slightly early as I needed a new phone and completed a switch to Vodafone in September 2019.  On my credit report o2 still appears as a loan account actively held and is currently showing uptodate even though I paid this off long ago.  I have spoken with o2 several times who have assured me that my account is settled and on the 3rd January after I chased them in November 2019 about this said that they passed details onto Equifax to uptodate, I spoke to complaints, customer support and then there credit referrals department i think its called.  I have screenshots of chat to prove this.  I spoke with Equifax twice now and even complaint to Equifax who declined to uphold my complaint as the data is held with o2 who have responded back to Equifax to say the account is still active on their billing records.  This has been on going for months and im simply being past back and fourth - what should I do?
Each time I go to o2 they send me back to Equifax and Equifax then send me back to o2 - Equifax will not also accept my screenshots as proof either.

D3xt3r5L4b

O2 need to send the update to Equifax 

candiii

Raise an official complaint with o2 

LockdownandReady

o2 have kept saying that they have sent the update twice now to Equifax.
Equifax now say that they haven't received anything from o2.

D3xt3r5L4b

Ask to speak to O2’s data manager. 

candiii

If after raising a complaint with o2 the situation still remains unresolved, escalate it to the Ombudsman service; I experienced the same issue as you and even managed to get a goodwill payment on top for the 'inconvenience'

Willing2Learn

If you wanted to escalate the matter, then because it related to the accuracy of your recorded account, you would have to approach the ICO and not the FOS..

candiii

But the issue starts at the account not having been correctly closed down on o2's end so that needs to be addressed first and foremost

Willing2Learn

I think that both issues have equal priority.  You could escalate to both ICO and the FOS so that you have both perspectives covered...

LockdownandReady

So

Ico or fso

Mandaloiian

I don’t see it as a bad thing or am I missing something 02 are regularly updating your file to say your paying on time? Isn’t that a good thing?