O2 Complaint Help Please

Fluke32

Hi everyone,
I am new here so I hope I have this in the right place. I am after some advice. I had an O2 contract phone in 2003 and got into financial problems which resulted in them referring me to Wescott Credit services over and outstanding bill of £153. I paid this over 3 months. That was in 2003. Last year I checked my credit records on Experian and it said I had an outstanding balence to O2 of £153. I contacted Wescott who told me it was actually only £3 which I paid. I spoke to O2 who informed me that it had been received and my credit file would be ammended. I have just checked my credit file again and it still says £150 outstanding. I have been onto O2 who inform me that they have received the full amount from Wescot and the £150 outstanding is for termination of my contract at the time which was never chased up. I have never been informed of this, they never mentioned it last year and now they say they are sending me the bill for it, 5 years later !!
I spoke to the duty manager at collections who told me they will now pursue me for the amount. I did explain that they hadnt seemed bothered for the last 5 years about it but he said they want their money now. He also admitted that had I not drawn their attention to it, they would never have realised it themselves.
Any advice on what to do. This is the first I have heard of any termination fee I owe. I plan on writing to the complaints department as you cant speak to them on the phone.
Thanks in advance for any advice.

Smickan

Email address for the CEO, Matthew Key: matthew.key@o2.com

Someone from his team will get back to you asap and sort it through with you

Make sure you put your phone number in too.

Fluke32

Thank you for that Smickan, how on earth did you get his email address?
I will email him now and post how I get on.
Matt

nickismee

This happened to me a while back..

I had the whole debt wrote off as i had no correspondance from o2 since they disconected the phone and took me to the deb collectors.

I spoke with o2 customer services and explained what was happening, within the day the whole debt was wiped. I didn't need to write a letter of complaint.

Fluke32

Thanks again, just emailed him. Unfortunatly customer services and also collections were not interested in the fact they have never contacted me and just say now they will get the money from me, even though they seemed to have forgotten all about it till I reminded them !

Fluke32

Hi Everyone,
I had a response from someone in Matthew Keys office. To cut a long story short they have written off the amount after saying they shoud have included the charge at the beginning and as they hadnt contacted me for almost 5 years they let it go. Thanks for all your help on this.

Smickan

Fluke32 wrote: »

Thank you for that Smickan, how on earth did you get his email address?
I will email him now and post how I get on.
Matt

Lots of hassle and being messed around. I dealt with a lovely lady today after the more recent time who offered me a free Nokia N95 8GB (Full story's in the 5 star consumer praise forum) - all for complaining about continued bad experiences.

Fluke32 wrote: »

Hi Everyone,
I had a response from someone in Matthew Keys office. To cut a long story short they have written off the amount after saying they shoud have included the charge at the beginning and as they hadnt contacted me for almost 5 years they let it go. Thanks for all your help on this.

Fantastic I'm so glad they sorted it for you.

RudeDogg1

I have the same thing at the mo back in 2003 o2 charged me £869 for a 2 month bill :huh: (they wer on watchdog at the same time for the same thing). I was forced to pay it off thru a collection agency. Its never been on my credit history. Untill last year i went to get a pay monthly sim and they told me I owe £219 from 2006 and as if by magic it apeered on my history the same day. So ive written a letter and am gonna try that email

RudeDogg1

still no response from them, Ive emailed and sent a letter to customer services

springwater

[FONT=&quot]I used this some years back and got sorted
[/FONT]
[FONT=&quot]02[/FONT]
[FONT=&quot]high level complaints[/FONT]
[FONT=&quot]The Stafford Taylor Building (A)[/FONT]
[FONT=&quot]Leeds City Office Park[/FONT]
[FONT=&quot]Holbeck[/FONT]
[FONT=&quot]Leeds[/FONT]
[FONT=&quot]West Yorkshire[/FONT]
[FONT=&quot]LS11 5BD[/FONT]

[FONT=&quot]0113 3886159[/FONT]

RudeDogg1

O ta i will try that one to. Think its a shame realy that a big company like O2 is only let down by its !!!! customer services and !!!! ups.