topic Re: Old legacy account - Dafault from 2019 in Pay Monthly

Old legacy account - Dafault from 2019

MickyMord — Mon, 09 Dec 2024 20:58:37 GMT

Hi, I'm having a big issue trying to settle an account from 2019.

no-one at o2 seems to know how to settle the account. I've made 2 payments via bacs payment as suggested by 2 people to 2 different accounts both of which o2 are saying they cant locate, I put my account number as the ref as requested and still nothing.

I've also had 4 forms filled out in order for the back office team to do a manual payment but again this never seems to happen, everyone I speak to has no idea what to suggest and I've spoken to loads of different dept from customer services to managers in the payment management team.

I've also emailed credit files, amendment team and complaints, credit file referrals just say the account is outstanding and to contact payment management but when I do they simple dont know how to settle the account other than bacs of the file via back office which hasnt work at all. complaints dept wont reply to me and the amendment team say they cant amend anything as the account is right and is still outstanding.

Has anyone every had any luck in settling an old legacy account as I feel there is literally nothing I can do nor is there anything o2 can do and they just aint bothered to get the account settled.

Re: Old legacy account - Dafault from 2019

MI5 — Mon, 09 Dec 2024 21:02:57 GMT

@MickyMord

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Note that defaults only remain for 6 years so will soon be gone anyway.

Re: Old legacy account - Dafault from 2019

jonsie — Mon, 09 Dec 2024 22:21:20 GMT

Perhaps request a SAR from O2

That holds all the information O2 have on file

I would hope it shows up on there

It's also free

How to request your personal data – Help and Support | O2

Re: Old legacy account - Dafault from 2019

Oxonian — Tue, 10 Dec 2024 18:47:49 GMT

If the complaints' team have ignored you @MickyMord, a further avenue for you to consider would be to escalate your complaint to the Ombudsman :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

I would be inclined to regard that as a last resort, but it is a potential avenue if all else fails ! 👍

Re: Old legacy account - Dafault from 2019

madasaf1sh — Tue, 10 Dec 2024 18:58:55 GMT

If the account is defaulted from 2019, then it will have been sold to a Debt Collection agency, I would try Moorcroft @MickyMord

So paying o2 could be futile...

Re: Old legacy account - Dafault from 2019

MickyMord — Tue, 10 Dec 2024 21:29:26 GMT

Hi, ive contacted the 2 companies of which o2 sends the debts to and both have confirmed they've never had this sent over to them. O2 write the debt off in 2022 with the cross over with virgin. Literally seems impossible to pay this off and o2 don't know what to suggest them selves.

Re: Old legacy account - Dafault from 2019

Oxonian — Wed, 11 Dec 2024 20:31:03 GMT

You @MickyMord have three different ways forward suggested to you above. Please let us know what you decide to do and what is the outcome. 👍

Re: Old legacy account - Dafault from 2019

MickyMord — Wed, 11 Dec 2024 20:52:09 GMT

1st option Sar - basically just says how much i owe, which i already know i just want to settle it and have been trying for the past few months.

2nd option is the ombudsmen which ive contacted and because i didnt actually state i want to make a complaint in my first email they said id need to do this and wait another 8 weeks which im now on my 6th week and waiting.

3rd option the debt collection agency ive been in contact with the 2 companies that they use and both have never had anything for myself, o2 have never actually sent the debt out, just writ it off internally in 2022 with the migration with o2.

so ive already done all 3 ways suggested and im still none the wiser on how to settle this account.

Re: Old legacy account - Dafault from 2019

Cdge — Tue, 07 Jan 2025 20:10:52 GMT

@MickyMord did you ever manage to resolve this? I am having a similar issue and it’s so stressful! I’ve called 3 times now and they’ve taken my card details to populate a form and make payment but no monies ever come out! Thanks in advance

Re: Old legacy account - Dafault from 2019

MickyMord — Tue, 07 Jan 2025 21:10:39 GMT

@Cdge hi, no nothing got sorted with this. I also gave my details 4 separate times and also paid 2 bacs payments to them which they still can't locate, but this is still unsettle. I've had a call from the complaints team to say there's no physical way of paying off the account because it's on the old system. Which I personally think is an error on their end and should therefore remove the file. The one week i spent a total of 20hrs on the phone to them ive got the call recordings of them saying theyll take it off my file but now they wont, creditfilereferrals just keep saying its outstanding, its all a joke to them and no one actually knows what to do with it

Re: Old legacy account - Dafault from 2019

Cdge — Tue, 07 Jan 2025 22:13:14 GMT

@MickyMord Really sorry to hear this, it is so ridiculous when you are trying to pay it in good faith. Totally agreed that if there’s no way to pay they need to cancel the debt and the default. Given your experience and the fact that I’ve tried a few times with no resolution I’ve gone ahead and raised a complaint via resolve so that I can refer to the ombudsman in 8 weeks if no resolution…

Re: Old legacy account - Dafault from 2019

MickyMord — Wed, 08 Jan 2025 05:41:31 GMT

@Cdge make sure that you send an email to the complaints team at o2 and you state that you want to make a complaint otherwise the ombudsmen will be reluctant to help as you need to be clear your making a complaint, I don't the same and I needed to say those words specifically in the email.

They simply don't get how frustrating it is when your happy to settle it but they just haven't got the systems to settle it

Re: Old legacy account - Dafault from 2019

TyrellMccann — Thu, 09 Jan 2025 13:04:44 GMT

@MickyMord @Cdge

Am going through the same thing!!

did you get anywhere ? I’ve been passed back and fourth !

2 years ago I got a third party phone which I cancelled within days ! 02 sent me a bill which I was told it was sorted …

did a credit check for mortgage and bang massive default from 02 ….
no one can find the account other than the amendment team who won’t touch the credit

shocking frauds

Re: Old legacy account - Dafault from 2019

MickyMord — Thu, 09 Jan 2025 13:59:57 GMT

@TyrellMccann hi, nothing has been able to be corrected, but luckily enough I've just been accepted for a mortgage with Lloyds, they don't use any outside brokers or advisors etc so not sure if they got a bit more lienence when it comes to a communications default.

Re: Old legacy account - Dafault from 2019

TyrellMccann — Thu, 09 Jan 2025 14:06:26 GMT

@MickyMord Did you go to the ombudsman?
That is great with your mortgage though 🙏

my fear that somehow they will pass this ‘debt’ to a recovery agency.
It is actually crazy, I’m losing hours in a day thinking and searching.
surely this is illegal

Re: Old legacy account - Dafault from 2019

MickyMord — Thu, 09 Jan 2025 14:46:01 GMT

@TyrellMccann I've gone to the ombudsmen but you need to specifically say in an email to o2 that you want to complain in order for them to take the case on. Luckily they didn't send mine to a debt collection company ive rung the 2 companies they used are both have never had anything for me passed to them

Re: Old legacy account - Dafault from 2019

TyrellMccann — Thu, 09 Jan 2025 15:30:44 GMT

@MickyMord @I just had a huge news I only messaged them earlier today on twitter or now “x” as it is called.

I suggest you do this same !
Might not be sorted but it is a huge step that someone has agreed and found the thing in 02 hah

Re: Old legacy account - Dafault from 2019

MickyMord — Thu, 09 Jan 2025 15:50:27 GMT

@TyrellMccann I'm not overly concerned as I've got a mortgage now, I did message them through instagram but they couldn't help, ive not got X so wouldn't be able to go through that channel

Re: Old legacy account - Dafault from 2019

MickyMord — Sun, 12 Jan 2025 07:08:49 GMT

@Cdge @TyrellMccann well just woke up to an email from the complaints team saying that they've looked into the case further and they're now admitting error on their part and so they will be removing the default from my creditfile within the next 30 days.

Re: Old legacy account - Dafault from 2019

TyrellMccann — Mon, 13 Jan 2025 14:35:53 GMT

@MickyMord Awesome news pal ! Hope they do that swiftly! So glad that we seem to have beaten the horror stories I have read about these legacy accounts!

I just had a message saying it has been completed and boom my Experian credit score went up by 443 points to 955 😱😱

I can’t believe how much I was hit with that default.

im now going to try and get some kind of compensation as this was on my file for 2 years without me even knowing!