topic Re: Incorrect Default - About to lose mortgage in Pay Monthly

Incorrect Default - About to lose mortgage

Pollyjean2019 — Mon, 04 May 2020 09:03:46 GMT

I am currently in the process of buying a house and have just applied for the new mortgage only to discover that O2 have incorrectly applied a default to my file.

In November 2019, I returned a mobile phone to you well within the 14 day return period and took a different mobile/tariff which is now my active account - all up to date with no late payments.

In December I received an email advising that I owed £740.65 for another mobile phone that I have never used. I immediately called your customer service team to query it and they confirmed that I did not owe the money and the account would be closed and not to worry.

I am in the process of moving house and have just had my new mortgage declined becaue O2 have have incorrectly issued a default notice on my credit file. I have spent 2 days calling Customer Service and spoken with 4 people being passed from pillar to post only to be told today that I need to email credit referrals and cant actually speak to anyone.

Does anyone have any advice about how I can get a response fairly quickly? I can see from posts here that people have waited up to 21 days for a reply!

Re: Incorrect Default - About to lose mortgage

MI5 — Mon, 04 May 2020 09:05:52 GMT

@Pollyjean2019

The only way to contact credit referrals is by email as customer service have told you.

Maybe @Martin-O2 can assist?

Re: Incorrect Default - About to lose mortgage

Cleoriff — Mon, 04 May 2020 09:06:39 GMT

@Pollyjean2019

I will ask our managers to see if they can help @Marjo @Martin-O2 ?

Re: Incorrect Default - About to lose mortgage

Pollyjean2019 — Mon, 04 May 2020 09:08:27 GMT

Thanks so much to you both. Cant believe I am in this position - my credit report has always been really good! Finally found our dream home and cant face the prospect of losing it due to an error O2 have made.

Re: Incorrect Default - About to lose mortgage

Scotthan84 — Sun, 01 Nov 2020 23:53:30 GMT

Hi I'm interested to know if this was resolved for you? I am currently in a very similar situation regarding incorrect defaults on my account for two tablet devices that were returned. I too am in a position where I am looking it buy my first home and had I not acquired my full credit file I would not have known about this error

Re: Incorrect Default - About to lose mortgage

jonsie — Mon, 02 Nov 2020 01:14:44 GMT

@Marjo @Martin-O2 ?