O2 have ruined my credit file

rgent

In October 2023, I received an O2 pay-monthly SIM card from Virgin Media (VM) after my VM broadband installation was delayed.

By the time said O2 SIM arrived in the post, my broadband was installed so I called up O2 to cancel the SIM, and thought nothing else of it.

Fast-forward to January, I apply for a credit product and it's denied. Surprising, as my score is normally 999. Looking at my file, I can see O2 have added a default to my account, destroying my score.

After complaining to O2, to no benefit, I reached out to the ombudsman. The ombudsman has contacted O2, who said they would correct the issue and have even offered me £150 in compensation.

Unfortunately, months later, I have received the money but my credit score is still showing a default, but now for more money. Experian have contacted O2, who has advised that Experian should maintain the default on my credit file.

Now, the £150 barely covers the Experian subscription I have needed to monitor this issue, let alone the countless hours I have spent on the phone. I am consistently on the phone for hours, where neither the Agent nor their managers can locate the account I'm supposed to have defaulted on (despite being able to find it months ago with the same details) and they almost always hang up on me despite me being calm and polite.

I have never defaulted or missed a payment before. I work 9-5, in a job that requires me to have good credit, and I volunteer to respond to 999 calls. I don't have the time for this, and I'm very stressed and anxious about how this might impact my career.

Any advice for what to do next?

cymruchris

Have you been back to your case handler at the ombudsman to discuss the fact they haven't done as they'd agreed?

Neil_Jones

First of all the "score" of 999 is meaningless, so pay no more attention to that.  2nd of all I don't really see how call handling requires good credit?  Or is that in regard to your 9-5 which I presume is something company financials?

PHK

None of this makes much sense I'm afraid. Why would they be sending an O2 SIM? Did you sign up for Volt?

Why have you not gone back to the investigator or  ombudsman that made the decision to get it enforced? Did the decision say the default was to be removed?