Errors are ok but doing nothing about them isn’t

TrudySam

Have been given two defaults by O2 which I have written proof from O2 that the accounts were satisfied with zero balance when I left. I’ve spent all week ringing a disinterested customer service centre, visited the store who said they could do nothing and written so many emails to so many teams and no one is interested. I’ve had promises of call backs and emails to be written to confirm I owe nothing but all empty promises. I’ve now had my mortgage application rejected because of these defaults, I’m gutted that my house sale dream has been ruined by lack of customer care. The error (which I can prove) of the defaults is bad enough but the lack of interest and care in making it right is worse. 

adamp87

First thing you can report to each CRa displaying this that it needs removing and provide proof. Sadly they aren’t the best and sometimes they’ll just readd if O2 tells them too.

Have you lodged a formal complaint with O2 about this and started their complaint process or is it just general customer service currently? If not lodge it formally.

you can also try the CEO office they usually have someone watching the inbox and reply quickly 

Nasqueron

TrudySam said:

Have been given two defaults by O2 which I have written proof from O2 that the accounts were satisfied with zero balance when I left. I’ve spent all week ringing a disinterested customer service centre, visited the store who said they could do nothing and written so many emails to so many teams and no one is interested. I’ve had promises of call backs and emails to be written to confirm I owe nothing but all empty promises. I’ve now had my mortgage application rejected because of these defaults, I’m gutted that my house sale dream has been ruined by lack of customer care. The error (which I can prove) of the defaults is bad enough but the lack of interest and care in making it right is worse. 

Complain formally, don't just send emails - you can do this by email, phone or even chat bot - if the former, contact them and say you want to raise a complaint, the latter just type "raise a complaint" 

If they don't respond or don't process in time or reject the complaint, go to the ombudsman

Nasqueron

adamp87 said:

First thing you can report to each CRa displaying this that it needs removing and provide proof. Sadly they aren’t the best and sometimes they’ll just readd if O2 tells them too.

Have you lodged a formal complaint with O2 about this and started their complaint process or is it just general customer service currently? If not lodge it formally.

you can also try the CEO office they usually have someone watching the inbox and reply quickly 

CRAs will not remove a default just because a customer rings up and says it's wrong or everyone will do it. A notice of correction can be added but can cause delays in credit applications.

CEO office - they will simply forward it to the complaints team to deal with, the middle paragraph is all OP needs - formal complaint

steven141

Good luck with them. O2 are terrible to deal with. I’ll never be a customer of them again. It’s sad as they were once a really good company.