Closed SIM only plan moved to default

philcrumpler

Hi,

I'm hoping to have this resolved soon but at the same time I want to make sure I'm not missing something simple that would work in my benefit!

June last year, I ended my son's SIM only contract with Talkmobile and ported his number to the new contract elsewhere. As expected, final payment left my bank via the DD and I assumed that would be the end of it, same as every phone contract we've had for years has been.

When my own contract came for renewal end of last month I found a deal for a phone I wanted, applied and waited only to receive an email the next day saying I'd failed a credit check - my score isn't stellar but I've never had a sub £20 phone contract rejected!

On checking, the Talkmobile account was flagged as June payment not received, negative marks through to December when it was moved to default.

After several phone calls back and forth and a conversation with my bank it's gone from Talkmobile saying they hadn't had the last payment as I'd cancelled the DD (I haven't) to saying it actually says on their system the payment was returned same day (bank statements show payment taken via DD, no returns, bank have helpfully posted me every statement for the last 6 months showing it hasn't come back) to now saying they're not sure but it may have been misfiled internally so complaint raised and manager calling me later today.

Now, I admit it's my bad for not checking my credit score more often but as the payment is shown leaving my account on my statement, Talkmobile have admitted they've initiated zero communication through any channel (post, email, main account phone number or my own mobile number which was secondary contact) which I've been told is rare and was just blamed on the backend IT team, I'm hoping tomorrow's call will end up with them suddenly locating my payment, and having the default removed fairly quickly.

I'm planning on escalating this all the way to the ombudsman but is there anything else I should be doing or expecting?

Thanks in advance..

Edit: Just to say, the easily dozen of hours over several days is all for the staggering sum of £7. 🙃

Nasqueron

After the formal complaint there isn't much you can do until the cogs have finished turning

There is no point using the ombudsman until the firm has had their 8 weeks to investigate, they will not accept a referral before then unless a deadlock letter is issued