Credit rating broken

Unicorn952

I need help.

In November 2024 during the 'Black Friday Sales' I tried to find a new broadband supplier, however my application was not successful due to my credit check failing.

I eventually found the following information:

On 13/01/2021 someone bought four items from a well known 'mobile network operator'. The agreement address is not my home address.

I am not connected to the agreement address and it is not known to me. (Not sure if my name was used to make the purchase)

I have never had any notifications regarding these purchases (i.e. invoices or lapsed payments) at my home address.

Contacting Equifax I discovered that I had four 'defaulted' credit agreements listed on my credit report.

It seems that the 'mobile network operator' had passed my details to a 'debt collecting company'

Once I made contact with the 'debt collecting company', I informed them that I had not made the four listed credit agreements and had no connections to the agreement address.

The 'debt collecting company' told me to contact the 'mobile network operator' as they could not alter the details'

Trying to find a contact address for the 'mobile network operator' difficult, could not find the customer support address their website had a link but it was for their customers and I had no sign in details, could not use the chatbot, eventually I had to use fb messenger.

Explained the situation they wanted an account numbers from the 'debt collecting company', I was provided with them but apparently it they were not the correct ones.

This was an impasse as I could not get the internal reference numbers that were required

Equifax sent me a mail that my case had been closed. I check the account, indeed the four 'defaulted' credit agreement had been erased and my credit score had risen.

Impressed that they had spoke to O2 I asked for the contact name they were using and did this mean that I was now able to purchase a new broadband package.

Just had a message from Equifax that my details have been 'delinked' from the defaulted address.

I want to know what happened, how did my name get linked to these four agreements so I can ascertain if it is preventable.

Also I have been dealing with this situation full time and I am looking for compensation for costs incurred"

Nasqueron

What has happened is both you and O2 have been a victim of fraud, it could be random, it could be someone you know who has access to your mail and could intercept it. They have ordered phones in your name and stolen them leaving you with the credit mark and O2 out of pocket.

What compensation do you expect? Or rather, what are your losses - ringing up a company to report fraud is not their fault given whoever did it had sufficient information about you to be able to do this hence why it's often a family member or perhaps ID theft if you moved house and didn't redirect post.

Check your 3 files more often just in case and please stop using ' marks around words/phrases that don't need them (pedant mode off).

Unicorn952

Nasqueron said:

What has happened is both you and O2 have been a victim of fraud, it could be random, it could be someone you know who has access to your mail and could intercept it. They have ordered phones in your name and stolen them leaving you with the credit mark and O2 out of pocket.

What compensation do you expect? Or rather, what are your losses - ringing up a company to report fraud is not their fault given whoever did it had sufficient information about you to be able to do this hence why it's often a family member or perhaps ID theft if you moved house and didn't redirect post.

Check your 3 files more often just in case and please stop using ' marks around words/phrases that don't need them (pedant mode off).

Thank you for your response. However, I feel the need to clarify a few points. At no point during this ordeal was I informed by O2 that these transactions had occurred in my name or that they had defaulted. This came to light only when I attempted to renew my broadband service, which was well after the fact.

I spoke with an O2 representative at a local store who confirmed that such a situation should not have been possible without some form of notification to the customer. This lack of communication from O2 is deeply concerning.

Moreover, my experience in trying to resolve this issue with O2 has been frustrating. Their customer service has been difficult to navigate - the website was unhelpful for non-customers like myself at the time, and the customer support I managed to contact through social media was uncooperative, asking for details I couldn't provide. They've offered no transparency or assistance in resolving this matter promptly or effectively.

This lack of transparency and cooperation from O2 suggests to me that they might be part of the problem. I believe this not only reflects poorly on their customer service but also indicates potential systemic issues within their processes that could have prevented this from escalating to such a degree.

Therefore, I am seeking not just clarity on how this could happen but also compensation for the time, effort, and potential financial impact this has had on my life. I expect O2 to take responsibility for their part in this ordeal, including how my personal information was managed and why there was no notification of the fraudulent activities.

BTW, I am assuming you are from O2 or connected to them?

caprikid1

" I feel the need to clarify a few points. At no point during this ordeal was I informed by O2 that these transactions had occurred in my name or that they had defaulted."

How could they have contacted you if the details they had Address etc were false ?

JadedAngel88

Unicorn952 said:

Nasqueron said:

What has happened is both you and O2 have been a victim of fraud, it could be random, it could be someone you know who has access to your mail and could intercept it. They have ordered phones in your name and stolen them leaving you with the credit mark and O2 out of pocket.

What compensation do you expect? Or rather, what are your losses - ringing up a company to report fraud is not their fault given whoever did it had sufficient information about you to be able to do this hence why it's often a family member or perhaps ID theft if you moved house and didn't redirect post.

Check your 3 files more often just in case and please stop using ' marks around words/phrases that don't need them (pedant mode off).

Thank you for your response. However, I feel the need to clarify a few points. At no point during this ordeal was I informed by O2 that these transactions had occurred in my name or that they had defaulted. This came to light only when I attempted to renew my broadband service, which was well after the fact.

I spoke with an O2 representative at a local store who confirmed that such a situation should not have been possible without some form of notification to the customer. This lack of communication from O2 is deeply concerning.

Moreover, my experience in trying to resolve this issue with O2 has been frustrating. Their customer service has been difficult to navigate - the website was unhelpful for non-customers like myself at the time, and the customer support I managed to contact through social media was uncooperative, asking for details I couldn't provide. They've offered no transparency or assistance in resolving this matter promptly or effectively.

This lack of transparency and cooperation from O2 suggests to me that they might be part of the problem. I believe this not only reflects poorly on their customer service but also indicates potential systemic issues within their processes that could have prevented this from escalating to such a degree.

Therefore, I am seeking not just clarity on how this could happen but also compensation for the time, effort, and potential financial impact this has had on my life. I expect O2 to take responsibility for their part in this ordeal, including how my personal information was managed and why there was no notification of the fraudulent activities.

BTW, I am assuming you are from O2 or connected to them?

I knew this would be at the end of your post. The usual answer when posters are given replies they don't like.

Unicorn952

caprikid1 said:

" I feel the need to clarify a few points. At no point during this ordeal was I informed by O2 that these transactions had occurred in my name or that they had defaulted."

How could they have contacted you if the details they had Address etc were false ?

They gave the debt collection agency my name & address

Unicorn952

JadedAngel88 said:

Unicorn952 said:

Nasqueron said:

What has happened is both you and O2 have been a victim of fraud, it could be random, it could be someone you know who has access to your mail and could intercept it. They have ordered phones in your name and stolen them leaving you with the credit mark and O2 out of pocket.

What compensation do you expect? Or rather, what are your losses - ringing up a company to report fraud is not their fault given whoever did it had sufficient information about you to be able to do this hence why it's often a family member or perhaps ID theft if you moved house and didn't redirect post.

Check your 3 files more often just in case and please stop using ' marks around words/phrases that don't need them (pedant mode off).

Thank you for your response. However, I feel the need to clarify a few points. At no point during this ordeal was I informed by O2 that these transactions had occurred in my name or that they had defaulted. This came to light only when I attempted to renew my broadband service, which was well after the fact.

I spoke with an O2 representative at a local store who confirmed that such a situation should not have been possible without some form of notification to the customer. This lack of communication from O2 is deeply concerning.

Moreover, my experience in trying to resolve this issue with O2 has been frustrating. Their customer service has been difficult to navigate - the website was unhelpful for non-customers like myself at the time, and the customer support I managed to contact through social media was uncooperative, asking for details I couldn't provide. They've offered no transparency or assistance in resolving this matter promptly or effectively.

This lack of transparency and cooperation from O2 suggests to me that they might be part of the problem. I believe this not only reflects poorly on their customer service but also indicates potential systemic issues within their processes that could have prevented this from escalating to such a degree.

Therefore, I am seeking not just clarity on how this could happen but also compensation for the time, effort, and potential financial impact this has had on my life. I expect O2 to take responsibility for their part in this ordeal, including how my personal information was managed and why there was no notification of the fraudulent activities.

BTW, I am assuming you are from O2 or connected to them?

I knew this would be at the end of your post. The usual answer when posters are given replies they don't like.

In that case you know what I am thinking about your post ;-)