topic Credit referral team in Pay Monthly

Credit referral team

RT23 — Tue, 04 Feb 2020 10:40:05 GMT

Hi,

Does anyone know how to follow up emails with the credit referral team?

I am currently trying to purchase a house and there is a major issue with an O2 account that I didn’t even know about seen as I am still an O2 customer.

Customer service know nothing about it. Stores can’t help. After several emails I still can’t get an acknowledgement that they have received it to assist.

This is having a significant impact on my financials.

I have emailed the complaints department who advised I should hear something within 10 days. It’s now being 13.

I hate having to chase and go through different avenues but unfortunately I have no other choice.

Thanks.

Re: Credit referral team

Cleoriff — Tue, 04 Feb 2020 10:51:51 GMT

Hi @RT23

As you have already made a complaint I'm afraid you will have to persevere with them I'm afraid.

I will tag our managers @Marjo and @Martin-O2 though I'm not sure how much help they can offer?

Credit referrals are only available via email

CreditFileReferrals@o2.com
Credit File Referrals Team
Suite P
Arlington Business Centre
Leeds
LS11 0NE
Fax 0113 2025865

Re: Credit referral team

RT23 — Tue, 04 Feb 2020 10:57:24 GMT

Thank you for your reply.
Unfortunately I don’t have the time to just sit back and wait.
I have opened a case with citizens advice and the ombudsman.
This needs resolving ASAP, I am at the risk of losing my house.

Persevering isn’t an option when I don’t even know if they have received my emails and are looking in to it.

Having been an O2 customer for over 10 years I am surprised to see any issues on my account when no one has mentioned it.

Hopefully the managers you have tagged may be able to assist.

Thank you

Re: Credit referral team

Cleoriff — Tue, 04 Feb 2020 11:03:58 GMT

@RT23

I have sent a Private Message to @Marjo and @Martin-O2 to see if they are able to help.

(Or at least speed up the process)

Re: Credit referral team

Marjo — Tue, 04 Feb 2020 11:07:05 GMT

Hi there @RT23 and thanks for the tag @Cleoriff . Sorry to hear about the trouble you've been having with this. I'm happy to check if we can speed up the process for you, although not sure how much we can do if you've already made an official complaint. I will check - I'll need a few additional details to be able to pass this on so will drop you a private message here on the community.

Re: Credit referral team

Cleoriff — Tue, 04 Feb 2020 11:09:39 GMT

Thanks @Marjo

Re: Credit referral team

RT23 — Wed, 05 Feb 2020 09:13:52 GMT

Good morning Marjo,
Did you manage to get an update from your contacts?
I didn’t hear anything back yesterday 😞

Thanks

Re: Credit referral team

RT23 — Wed, 05 Feb 2020 11:15:35 GMT

@Marjo @Martin-O2 @Cleoriff

Could one of you guys please assist? I’ve got mortgage advisors and solicitors trying to get this issue resolved but am struggling to get in touch with anyone.

Re: Credit referral team

Marjo — Wed, 05 Feb 2020 11:21:48 GMT

Good morning @RT23 , I haven't received anything yet on my end but happy to check again today for you. I will drop you a private message here on the forum when I hear back.

Re: Credit referral team

RT23 — Wed, 05 Feb 2020 11:27:52 GMT

Great thank you! I’d really appreciate you chasing this up too

Re: Credit referral team

RT23 — Fri, 07 Feb 2020 09:57:44 GMT

Morning @Marjo I did drop you a private message yesterday.
Is there anyway you could chase this up for me?
My mortgage offer is due to expire and unfortunately I can’t get in touch with anyone.

I have sent emails and letters to the credit referral team but still can’t get a response 😞

Thank you.

Re: Credit referral team

Marjo — Fri, 07 Feb 2020 14:31:54 GMT

Good morning @RT23 ,

I've just dropped you a private message as well. I've dropped a message to the team but don't have any news personally on the case. I will stay in touch via private message as soon as possible though if I hear anything on my end!

Update: I've just dropped you another PM just now with an update