topic Fraud victim - O2 have not corrected my credit file in Pay Monthly

Fraud victim - O2 have not corrected my credit file

Alex_S — Mon, 12 Dec 2022 21:01:57 GMT

In November 2021 I was the victim of fraud on my O2 account. I reported it immediatly to O2. The fraudster managed to change my payment plan and also order a phone on my account. I was told that while the matter was being investigated my account would remain on the "wrong" payment plan. I was told by O2 customer services (Sarah Swindles) to cancel my direct debit so that incorrect payments were not taken from my account. I was also told that any impact on my credit rating would be rectified as soon as the fraud team had completed their investigation. The investigation was completed but the incorrect entries on my credit file have never been corrected, despite nearly one year's worth of emails and calls to O2. This has had a severe effect on my family and me, I recently applied for a loan and I was turned down because of the O2 issues on my credit report (which is otherwise perfect)!
I do not know what to do now, I have tried calling O2 over 20 times and quite unbelievably no one has sorted it out. Such a small issue has now resulted in an unbelievable amount of financial stress. Please can someone from O2 sort this out? None of this was my fault and it has had huge consequences for me and my family. Why is it so difficult to fix it? Through no fault of my own I am now in this situation.

Re: Fraud victim - O2 have not corrected my credit file

MI5 — Mon, 12 Dec 2022 21:11:10 GMT

@Alex_S

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

Re: Fraud victim - O2 have not corrected my credit file

Alex_S — Mon, 12 Dec 2022 21:13:41 GMT

thank you, is there a direct telephone number? I have emailed o2fraudteam@o2.com mulitple times already - is that the same department?

Re: Fraud victim - O2 have not corrected my credit file

MI5 — Mon, 12 Dec 2022 21:18:44 GMT

Only email or fax @Alex_S

The email I gave is the new one for the credit file team.

Re: Fraud victim - O2 have not corrected my credit file

Alex_S — Mon, 12 Dec 2022 21:42:42 GMT

Thank you, this has been a total nightmare and O2 customer services just can't seem to do anything about it.

Re: Fraud victim - O2 have not corrected my credit file

MI5 — Mon, 12 Dec 2022 21:56:14 GMT

Customer services have no powers to do anything about this @Alex_S

Only the CFR team can.

Re: Fraud victim - O2 have not corrected my credit file

Alex_S — Tue, 13 Dec 2022 22:41:01 GMT

MI5 - the department and email address you gave is not correct apparently. I got below reply from them:

"Thank you for contacting o2

Unfortunately, we are unable to deal with fraud queries within our department, o2 have a specific fraud team that deals with these queries

Please contact the fraud department on o2fraudteam@o2.com. "

that fraud team email address is the one I have been emailing for the last year or so and I have never once had a single reply! I am at a loss as to what to do now. Any suggestions?

Re: Fraud victim - O2 have not corrected my credit file

MI5 — Tue, 13 Dec 2022 22:44:49 GMT

@Alex_S

You asked about correcting your credit file.

The investigation was completed but the incorrect entries on my credit file have never been corrected, despite nearly one year's worth of emails and calls to O2. This has had a severe effect on my family and me, I recently applied for a loan and I was turned down because of the O2 issues on my credit report (which is otherwise perfect)!

The answer I gave you is the correct department to address this issue.

Re: Fraud victim - O2 have not corrected my credit file

Alex_S — Tue, 13 Dec 2022 22:58:14 GMT

@MI5 That is not what they told me in the message I got from them. According to the reply it is the fraud team who are responsible for making the correction. I got this message from Steve at CFR team;
"please contact the fraud department on o2fraudteam@o2.com....the Fraud department will raise a full investigation and can make any amendments they deem necessary as a result of fraudulent activity"

?? What do I do now

Re: Fraud victim - O2 have not corrected my credit file

Alex_S — Tue, 13 Dec 2022 23:15:09 GMT

@MI5 to be a bit clearer, the full message I got is below - they tell me it is the fraud team who make correcting entries. Any advice or help is much appreciated.

Thank you for contacting o2

Unfortunately, we are unable to deal with fraud queries within our department, o2 have a specific fraud team that deals with these queries

Please contact the fraud department on o2fraudteam@o2.com. The fraud department will raise a full investigation and can make any amendments they deem necessary as a result of fraudulent activity.

Regards

Steve | Telefonica

Re: Fraud victim - O2 have not corrected my credit file

MI5 — Tue, 13 Dec 2022 23:12:17 GMT

O2 is a complete mess at the moment.

You said the investigation has been completed and ruled in your favour so they need to make the corrections.

You can raise a dispute with the credit agencies yourself and they in turn will contact O2 who will then have to prove the entry is correct or remove it.

Re: Fraud victim - O2 have not corrected my credit file

Alex_S — Tue, 13 Dec 2022 23:13:46 GMT

Please please can someone from O2 help me with this. It has been going on for a year now and I now cannot get a loan through no fault of my own.

Re: Fraud victim - O2 have not corrected my credit file

Bambino — Tue, 13 Dec 2022 23:18:43 GMT

For what it's worth, I will tag an O2 advisor, who will be on in the morning. They may be able to reach out to the fraud department, but I'm not certain they have the authority to do that. Can't hurt to ask.

@O2Ryan can you assist @Alex_S

Re: Fraud victim - O2 have not corrected my credit file

Alex_S — Wed, 14 Dec 2022 00:17:20 GMT

I have tried that already and the credit reference agency was told by the fraud team that the entries are correct, and they have closed the case! Quite unbelievable.

Re: Fraud victim - O2 have not corrected my credit file

Alex_S — Wed, 14 Dec 2022 00:17:41 GMT

@Bambino thank you!

Re: Fraud victim - O2 have not corrected my credit file

O2Ryan — Wed, 14 Dec 2022 08:28:24 GMT

thanks for the tag ill send a private message over now.