Default payments with 02

desperatelyneedhelp

Hi, 
Like rjrdunlop95, I’m also experiencing a similar problem-but with 02. An elderly relative had an additional line on my account which I happily set up to help her. 5 years ago, when I was applying for a mortgage I asked her to take on responsibility for the number as I wanted to reduce my outgoings. We went into store together and were assured I was no longer responsible for the line. Direct debits were set up so we each paid our respective bill with no issues until now. For some unknown reason, her direct debit was stopped (despite more than sufficient funds in her account) as she was abroad and awaiting a repatriation flight she had no knowledge this had occurred. O2 did not contact either one of us, instead they passed the debt to a collection agency. I was left with 3 months of default payments to pay and my credit file (previously perfect) now destroyed. Despite paying the bill as soon as it was brought to my attention I am so upset with the impact. 02 have simply said they have no record of a ‘transfer of ownership’ when we visited the store. We have no way of proving this ever happened except that the separate direct debits were set up? They have completely exploited a vulnerable older adult during the coronavirus pandemic and caused me so much anxiety worrying about the effect on my credit file. Is there anything I can do to make them take responsibility for not communicating this with either one of us? 

D3xt3r5L4b

Did she sign a new contract?

It seems like they just setup new bank details. 

SpreadableToast

desperatelyneedhelp said:

Hi, 
Like rjrdunlop95, I’m also experiencing a similar problem-but with 02. An elderly relative had an additional line on my account which I happily set up to help her. 5 years ago, when I was applying for a mortgage I asked her to take on responsibility for the number as I wanted to reduce my outgoings. We went into store together and were assured I was no longer responsible for the line. Direct debits were set up so we each paid our respective bill with no issues until now. For some unknown reason, her direct debit was stopped (despite more than sufficient funds in her account) as she was abroad and awaiting a repatriation flight she had no knowledge this had occurred. O2 did not contact either one of us, instead they passed the debt to a collection agency. I was left with 3 months of default payments to pay and my credit file (previously perfect) now destroyed. Despite paying the bill as soon as it was brought to my attention I am so upset with the impact. 02 have simply said they have no record of a ‘transfer of ownership’ when we visited the store. We have no way of proving this ever happened except that the separate direct debits were set up? They have completely exploited a vulnerable older adult during the coronavirus pandemic and caused me so much anxiety worrying about the effect on my credit file. Is there anything I can do to make them take responsibility for not communicating this with either one of us? 

You're not doing yourself any favours with the overly emotive language and flat out false claims of them "completely exploiting a vulnerable older adult."  Someone made a mistake, it happens.

Raise a complaint with them.  Obviously you have evidence that something was done (the DD was indeed set up in their name.)  If you get no joy, complain to whichever arbitration scheme they're signed up to.