topic Re: Incorrect credit file entry vs O2 vs Mortgage in Discussions & Feedback

Incorrect credit file entry vs O2 vs Mortgage

DamianHill — Fri, 24 Jan 2025 19:11:27 GMT

I am a first time buyer and in the process of applying for a mortgage via a broker. I was asked today to provide my credit file/report which was done and it showed all the information Experian, Equifax and Transunion have for me.

It was brought to my attention that I have a loan with O2 from 2019 and of which I have defaulted on for over 5 years. This is the first I have heard and know about this. I have been in contact with O2 this afternoon who cannot find any record of this account so are not able to do anything about it.

What can I do?

Re: Incorrect credit file entry vs O2 vs Mortgage

madasaf1sh — Fri, 24 Jan 2025 19:22:58 GMT

@DamianHill

Unless you have the account number or anything else related to the account then Customer Services will struggle to find it, as it will have been sold to a Debt Collectors.

I would raise a case with the Credit Reference Agencies to ask o2 to confirm the details, which they either will or they will remove the default.

Dont expect this to be a quick process as the CRA's can take weeks even months to update.

Re: Incorrect credit file entry vs O2 vs Mortgage

DamianHill — Sat, 25 Jan 2025 07:36:43 GMT

The only information I have are the last 4 digits of the account number as that is what was displayed on my file/report. The account number was also associated with my current address but they couldn’t find it that way either.

I have a feeling how it happened. I’ve always been an iPhone user. For some reason, I thought I’d try an Android phone and my number was carried across. I didn’t get on with it so went back to an iPhone. They couldn’t switch the number back straight away so gave me a temporary number. It seems like that number had an account associated with it. But I’ve never heard or known anything about it as O2 switched it all across behind the scenes.

Re: Incorrect credit file entry vs O2 vs Mortgage

DamianHill — Fri, 24 Jan 2025 21:14:35 GMT

Thinking about it further. I tried to go from an iPhone to an Android and it didn’t work out. I returned the handset well within the 14 day cooling off period and it appears they never registered the return hence the outstanding amount of £730.00.

Re: Incorrect credit file entry vs O2 vs Mortgage

MI5 — Fri, 24 Jan 2025 21:41:22 GMT

Pretty standard for O2 as you'll see if you search the forum.

Re: Incorrect credit file entry vs O2 vs Mortgage

DamianHill — Mon, 27 Jan 2025 22:10:17 GMT

So, an update. I raised a dispute with the Credit Reference Agency, Transunion as it was only them who had a mark on my file from O2. They have provided me with a reference number and said I would receive a response within 28 days.

I also got in contact with O2’s Credit File Referalls department who responded within 24hrs. They asked me to provide some further information and said I’d receive a response within 48hrs. I haven’t had anything further yet and will try chasing them again tomorrow.