topic Re: O2 ruined my credit score / ombudsman in Pay Monthly

O2 ruined my credit score / ombudsman

Some — Sun, 24 Sep 2023 06:09:37 GMT

So I’ve posted on here before (about 6 weeks ago) when I realised O2 had ruined my credit score. They keep saying I’m missing payments of £5.80 on my credit score file each month. This all started when I swapped from their old system to new system.

I received an email for a final payment reminder email back in April which was the first I had heard I owed £5.80. I phoned the following day after receiving this email and complained how they can only send one email and threaten you if you don’t pay. The lady confirmed by email they’ll pay the £5.80 and it wouldn’t affect my credit score. She didn’t action what was needed to be done and now each month on my credit score it’s saying I missed a payment. My score went from excellent to poor and I’m furious.

I have called 02 and spent hours and hours on the phone, literally no one will help and all incompetent. Margaret Aitken Was meant to get back to me once resolved it, never did. Another lady was meant to get back to me and didn’t. Twice mangers were meant to call me back and didn’t. I’ve emailed numerous complaints to the complaints department and credit file email address. Not one response from them.

All of a sudden on phone calls to the 360 department they wanted to send me an email with verification code to get through security to then help me. Usually they’d ask a security question. Anyway I wouldn’t receive the email and they’d say they couldn’t talk to me anymore. Turns out they had the wrong email address on their system, which is very strange.

I then had to go to an 02 shop as the people on the phone said I need to get verified in store. When I was in the store I had to call O2 customer service and when I was at the point where I was asked to be sent an email with verification code on I then passed the phone over to the guy in the shop to verify it was me. And now I’m verified the guy couldn’t change the incorrect email address on his system so still can’t get passed security. He was meant to call back two days ago but didn’t. I don’t believe this and I so angry that no one can resolve my issue. They keep saying they’re actioning things but don’t.

I can’t wait for the 8 weeks to be up from my first complaint with them to then seek help with financial ombudsman. I need this sorting asap as I need a loan but with my credit score so bad I can’t even attempt it.

I can’t stand 02 and just want to leave them and post wherever I can about them as it’s disgusting how they treat you. Their trust pilot reviews are horrendous too.

Re: O2 ruined my credit score / ombudsman

pgn — Sun, 24 Sep 2023 07:48:19 GMT

Sounds awful, @Some - have you also tried to get things corrected by contacting the credit reference agencies themselves?

https://www.checkmyfile.com/

A two-pronged approach may be needed, as clearly the O2 process is taking far too long. Good luck!

Re: O2 ruined my credit score / ombudsman

Some — Sun, 24 Sep 2023 07:59:35 GMT

It is awful and very stressful, credit scores are very important and horrible how they’ve destroyed mine. I haven’t as I need to follow O2 complaints procedure and then I can hopefully go to town on them after the 8 weeks of no success with them. I wish I could broadcast to everyone how bad O2 are and not to go with them. One person I spoke to on the customer service line didn’t even know what a credit score was. She was from Cape Town and from a company called Capita who O2 have contracted them to help with customer service help line. It’s completely out of my control as literally no one will help or they say they’ll help and don’t.

Re: O2 ruined my credit score / ombudsman

madasaf1sh — Sun, 24 Sep 2023 08:36:45 GMT

@Some

Credit scores are a made up number designed to sell you products, what you need to be worried about is your credit file, and that is what you need to resolve and the advice by @pgn is going to be the best way to do it, go through the CRA's and also put a note of correction on the file.

Also use resolver.co.uk as that seems to get answers..

Re: O2 ruined my credit score / ombudsman

Some — Sun, 24 Sep 2023 08:44:31 GMT

Thank you for your response, what is a ‘note of correction’? Do I need to contact all the CRA’s?

Re: O2 ruined my credit score / ombudsman

Some — Sun, 24 Sep 2023 08:58:58 GMT

Also each month that goes by on my credit file it’s saying I missed a payment so I’m guessing O2 needs to rectify this because even if I make a dispute with the CRA’s it won’t change the missed payment that keeps appearing each month. O2 are rubbish and luckily I have an email saying they would clear the money and it wouldn’t affect my credit file as it’s their fault.

Re: O2 ruined my credit score / ombudsman

Astro — Fri, 17 Nov 2023 17:55:10 GMT

o2 are a joke …I returned an item in sept 2022 and o2 have sent two different debt collectors for 14 months before admitting the error….200 points worth of default on my credit file and no accountability even though I have all correspondence proving they are negligent….i have to wait 8 weeks after 14 months of harassment for no reason….hope you get it sorted but it seems to be a common theme with o2

Re: O2 ruined my credit score / ombudsman

Oxonian — Fri, 17 Nov 2023 20:15:35 GMT

@Some

@Astro

This might or might not work, but have you considered using Google to ascertain the details of the CEO (Chief Executive Officer) of O2, and then sending an e-mail to that person. I have heard that sometimes such e-mails get ignored, but on other occasions, an "executive complaints' team" get involved. I suggest that it is worth a try.

Re: O2 ruined my credit score / ombudsman

Astro — Fri, 17 Nov 2023 20:21:07 GMT

Mr Evans you mean….yes I emailed him and a few others …you never know ..anything is worth a try

thank you

Re: O2 ruined my credit score / ombudsman

Oxonian — Sat, 18 Nov 2023 14:34:02 GMT

@Astro

Agreed.

Please keep us updated on developments.

Re: O2 ruined my credit score / ombudsman

MI5 — Sat, 18 Nov 2023 14:52:23 GMT

@Astro wrote:
Mr Evans you mean….yes I emailed him and a few others …you never know ..anything is worth a try
thank you

Mark Evans has not been the CEO since June 2021

Re: O2 ruined my credit score / ombudsman

Oxonian — Sat, 18 Nov 2023 18:20:57 GMT

@MI5

Are you going to give a clue please as to who the current CEO is ?

It can sometimes be difficult to distinguish obsolete information from what is up to date when searching online.

Re: O2 ruined my credit score / ombudsman

jonsie — Sat, 18 Nov 2023 18:25:27 GMT

Virgin Media O2 | Our leadership team

Re: O2 ruined my credit score / ombudsman

Oxonian — Sun, 19 Nov 2023 16:40:28 GMT

Thanks @jonsie !

I am sure that @Astro and @Some will find that useful.

Re: O2 ruined my credit score / ombudsman

Astro — Tue, 21 Nov 2023 11:38:09 GMT

Today I received a response from o2 via the resolver website which I have discovered they don’t reply too the website and will only call you from the complaints team ..

Re: O2 ruined my credit score / ombudsman

Oxonian — Tue, 21 Nov 2023 19:06:49 GMT

@Astro

Was the response received constructive ?

Was it what you hoped for ?

Re: O2 ruined my credit score / ombudsman

Astro — Tue, 21 Nov 2023 19:13:15 GMT

They would look at my credit recorded …6 defaults recorded down by how many points

compensation for 14 months of stress harassment from debt collectors spent 30hr on phone over 14 months trying to rectify this admitted liability

offered me ….£150 or 0.35pence per day ….dissatisfied

Re: O2 ruined my credit score / ombudsman

32buddy — Wed, 10 Jan 2024 22:32:34 GMT

I'm in a similar boat paid them over 2k in dd for phone I've not seen in five years. Won't talk to to me as I can pass security password . I've stopped the dd but now o2 are emailing me to set up a new one .I've spent days trying to sort it. Don't know where to turn ????

Re: O2 ruined my credit score / ombudsman

Oxonian — Fri, 12 Jan 2024 19:30:06 GMT

@32buddy

So am I understanding correctly ; you have been paying a DD for five years for an airtime contract for a 'phone that you haven't got ?

Re: O2 ruined my credit score / ombudsman

Oxonian — Sat, 13 Jan 2024 10:15:40 GMT

@32buddy

I have been thinking further about your predicament. It is hard to be definitive as what you have told us is sketchy but here are a few things for you to consider.

You refer to ".....phone I've not seen in five years". Did you sell it, lose it, give it away or was it stolen ? You might wish to consider :-

Did you cancel the contract five years ago ? If you didn't, you might wish to look at :-

If you did cancel your contract five years ago and O2 have continued to take payment, then you might well be able to seek a refund. However, if you didn't cancel, there are a wide range of possibilities, including the fact that someone else - the buyer, the finder, the thief - might have been using the 'phone on a daily basis for the last five years. Alternatively, it might have sat in a drawer, unused and unloved, throughout that five year period.

I have a few ideas about how you could approach this to maybe seek some modest recompense from O2 on an ex-gratia basis. However, I or any other Community member would need to know far more facts before being able to offer you further and more specific advice.

Please let us know precisely what happened five years ago - how did you get into this predicament ?