topic Re: Disgusted with O2 in Discussions & Feedback

Disgusted with O2

Anonymous — Sat, 21 Jul 2012 21:48:11 GMT

Today I was horrified and embarrassed to receive a letter from a debt collection agency saying that O2 had instructed them to recover an outstanding amount of £10 (yes, £10!) from me. I have never been involved with debt collection agencies in my life and always pay my bills by direct debit. I have had NO letter or other communication from O2 saying that I owe anything.

I called O2 customer service, who looked through my accounts and confirmed that in all my time with O2 I had NEVER had a missed or late payment. They could not explain why the debt collection agency had been called in, and all they could suggest was to call someone else on Monday. Hardly satisfactory 'customer service'.

I asked them for an e-mail address to which I could send a complaint, and they gave me one. I wrote a mail to that address and it promptly bounced, saying that I had to complain via the website. I repeated the message, and got a reply saying I had to contact the debt collection agency to resolve the problem. Why should I have to wait on a premium rate number to fix a problem of O2's making? Is their refusal to accept responsibility laziness, arrogance, incompetence or a mixture of all three?

I'm disgusted by their attitude and have written direct to the managing director. Unless he can fix this I'l be leaving O2 next week, and taking all my family's phones and iPads with me.

Re: Disgusted with O2

Anonymous — Sat, 21 Jul 2012 22:27:04 GMT

That sounds very distressing and most strange if all payments are up to date as you say it should never have come to this

Will you keep us informed how your complaint turns out

Re: Disgusted with O2

perksie — Sun, 22 Jul 2012 12:24:43 GMT

I wonder if it's a case of mistaken identity by the debt collection agency?

Re: Disgusted with O2

jonsie — Sun, 22 Jul 2012 13:23:12 GMT

Is the debt definitely in your name or is it logged against the address?

Re: Disgusted with O2

Anonymous — Sun, 22 Jul 2012 16:14:54 GMT

The letter is addressed to me.

Re: Disgusted with O2

Anonymous — Sun, 22 Jul 2012 20:19:39 GMT

You need to get in touch with O2's Credit File Referrals (email at bottom of post).

There's no need to make a complaint, as that would just extend the time you'll have to wait.

If you email CreditFileReferrals@o2.com and explain your problem in the email, also linking your credit file, your case will be investigated into within 10 working days.

Re: Disgusted with O2

Zombie_Fried — Mon, 23 Jul 2012 03:26:35 GMT

Re: Disgusted with O2

darrengf — Tue, 24 Jul 2012 21:15:29 GMT

Did you send the email and have you heard anything back? Hope you sort it

Re: Disgusted with O2

Anonymous — Tue, 24 Jul 2012 21:23:36 GMT

I got a response from the MD's office. They're looking into it - which is something, I guess.

Re: Disgusted with O2

jonsie — Wed, 25 Jul 2012 01:07:52 GMT

Hope you get it sorted quickly.

Re: Disgusted with O2

Anonymous — Wed, 25 Jul 2012 08:49:14 GMT

I totally understand.
I transferred my O2 to my friend more than one year ago and recently I keep receiving letters saying my account is overdue. I wish I cancelled it and did not recommended to my friend!

Re: Disgusted with O2

Anonymous — Fri, 01 Dec 2017 16:14:50 GMT

My wife has just been refused a contract for £ 15 a month by o2 after a credit check. I tried on her behalf and it asked for additional information (apparently my driving licence is a wealth of information about my ability to pay a bill?). After studying the details on my driving licence the computer still said no. I have written to creditfilereferrals@o2.com, but have not even received an acknowledgement. Is this normal? My step-son is using one of my credit cards and has been late with a couple of payments, could that be the problem? i used to be with o2 and had a monthly bill averaging £80, I don't think £ 15 is going to prove a problem. Can they override the computer?

Re: Disgusted with O2

MI5 — Fri, 01 Dec 2017 16:19:19 GMT

The credit referrals team can override the computer, that's part of their job, but those missed payments will be why the contract was automatically refused.
Hopefully a human will be able to see sense and authorise it for you.

Re: Disgusted with O2

jonsie — Fri, 01 Dec 2017 16:30:42 GMT

BUT you need to check your own credit file. Check online, either direct with Experian or one of the free ones. The Experian in my opinion is best, it used to cost £2.00 but you won't have the problem of your email address being passed on or sold on.