topic Re: unfair default on O2 account in Discussions & Feedback

unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 10:21:54 GMT

Hi All,

I need some help and advise please......

Recently my partner checked his Experian credit report as we are applying for a mortgage soon and upon checking this he saw that he had a default on his account from O2 going back nearly 2 years. He left O2 and went to 3, when doing this there was an outstanding balance left on his account which he did not realise. As soon as he realised this he called up and paid the £58.00 immediately, we then went on to contact O2 as he had never being made aware that he owed the money, he has never owed money before and had a perfect credit rating now thanks to the absolute space cadets that are O2 we are now going to struggle to get a new home. They not once have tried to ask for the money back and considering they are a telecommunications company I think it is pathetic. I have being in contact with all sorts of departments from credit referrals, web team, customer service and now complaints review. Please can someone help me as all we want is the default form the account removed as it is completely unfair, how are you meant to pay a bill which you do not know about?? To say I am angry and at the end of my tether would be an understatement and would like some advice as to what route to take next. I have read many articles online where O2 have done exactly the same thing to other people and they have removed the default. O2’s customer service is shocking and I would never return to this big bully company, when the new iphone 6 comes out I shall most defiantly be moving to EE. Any advice would be greatly appreciated

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 10:28:09 GMT

Hi

We've heard similar stories on here.

If you've already completed the O2 complaints procedure and they won't budge then speak to the ombudsman and talk to the credit reference agency.

If they won't remove the default then you're looking at having that for 6 years on your file even after paying it off.

Re: unfair default on O2 account

MI5 — Fri, 12 Sep 2014 10:34:26 GMT

You can try and get your own notes added to the credit report which may help, but O2 are notorious at this unfortunately.

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 10:49:18 GMT

Similar threads.

http://community.o2.co.uk/t5/Discussions-Feedback/WARNING-o2-Default-credit-error-stopping-our-mortgage/td-p/501118

This person also posted on this forum.

This is their story http://www.theguardian.com/money/2013/aug/03/mobile-debt-wrecked-mortgage

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 10:53:09 GMT

Do you think it would be worth contacting my solicitor or going to the media?

Re: unfair default on O2 account

MI5 — Fri, 12 Sep 2014 10:55:47 GMT

Not really, tbh.

Unless there are enough reports to Watchdog......?

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 11:31:46 GMT

@Anonymous wrote:
Do you think it would be worth contacting my solicitor or going to the media?

Hi @Anonymous I have no personal experience of such a problem but you might want to have a look at this website:- Credit Rating - Fight If the default is likely to have the sort of effect you fear as regards getting a mortgage then I'd say take your complaint as far and as fast as you can.

I do hope you are successful in getting it sorted out.

Gerry

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 12:24:20 GMT

02 is a disgrace and need to be investigated by Watchdog. The default notice are unjustifable in the case of small outstanding debts and people struggling to meet payments. This company does not ASSIST you don't be fooled by the GINGER CAT advert as 02 is not what it proclaims to be! I am so very disgusted with 02 having been a loyal customer for 9 years. I received a default notice for ONE missed payment which was paid before the notice. I seriously thought the company must have made a mistake as the debt was paid the following day two weeks. So I was baffled when I received the default notice two weeks later......... as I was not in debt and had regularly paid my monthly bills on time.

02 are purely greedy, conducting unethical methods for financial gain destroying people's lives in the process if one payment is so much as missed! I urge anyone reading this article to look at a link that was posted on this forum (artical by Guardian Newspaper re: £10 mobile bill wrecked couples mortgage application) which shows the lengths that 02 will stoop in conducting unethical business practice, these defaults are being dished out freely regardless AND it is WRONG.

It is a waste of time talking to customer services as the company has clearly trained it's employees to simply adhere to the script so of course customer service will not budge as they don't know how to and haven't been trained to deal with the real issues facing customers but to keep repeating themselves like a parrott over and over again. This is frustrating ............

DO NOT SIGN UP WITH O2 ...............

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 12:54:03 GMT

I am sure we could have an interesting debate as to whether O2 pursues unethical practices. But let us not lose sight of another perspective on the matter. How ethical or otherwise is it for a bank, building society or other lender to refuse a mortgage just because a prospective borrower "defaulted" on one payment over a period of years custom.
There are areas of life where zero tolerance is admirable and desirable. Perhaps more education is needed so that people realise how serious the consequences of failing to meet financial commitments can be.
In posting this message I am not criticising anyone, or pointing the finger, I am simply trying to be realistic about the nature of modern life. There is little room for sentiment in business it would appear.

Gerry

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 13:35:17 GMT

It's also possible the application for a mortgage won't be declined for one default.

Re: unfair default on O2 account

MI5 — Fri, 12 Sep 2014 13:40:19 GMT

@Anonymous wrote:
It's also possible the application for a mortgage won't be declined for one default.

Rose coloured spectacles!!....

It is most likely to be refused fo one default, sadly.

@Anonymous has more knowledge of this than me so hopefully he will be along at some point to pass on his advice......

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 13:41:45 GMT

That's not good.

Theirs got to be people out their without 100% clean credit files who have completed on a mortgage.

Re: unfair default on O2 account

MI5 — Fri, 12 Sep 2014 13:43:57 GMT

It's most unfair but since the banking crisis the lending rules have changed dramatically and it's almost impossible to get a loan with a 100% credit record let alone having a default - It will come down to the lender ultimately but Nick will give you some tips on how you can help yourself.....

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 17:42:55 GMT

@Anonymous @Anonymous @MI5

This issue keeps reoccurring on here and it is fair to say is something o2 should look at. @Toby @Anonymous this is also for you.

Ok so the guidance is as follows. ....

1. Banks are under no obligation to lend money to anyone. But it is their core business and is of course how they make money.

So what can you do?

1. No point in contacting o2 over this as feedback elsewhere is that they will say it wasn't paid so tough wotsits.

HOWEVER o2 MUST show evidence that they have contacted the debtor to attempt to recover the debt. This can be in the form of emails, letters or calls.
Other posters on this site indicate that o2 have not been in contact.

To check if o2 did make ANY attempt to contact you please contact O2 customer services as. They are obliged to inform you. If they refuse to do so you can send in a request for a copy of all data they hold. It costs £10 and can take up to 28 days. O2 MUST action this as it is a STATUTORY REQUIREMENT.

2. If O2 failed to make any contact you are able to contact Experian and ask for a NOTICE OF CORRECTION to be applied to your Credit Record. This will not remove the default but enables you to put your side of the story on your credit report.

3. Note you can put a Notice of Correction up anyway but o2 can challenge it if they tried to contact you.

Of course these things take time. And there isn't much you can do to speed it up.

In the short term my advice would be to go back to your lender and respectfully provide the information and proof it has been paid. If your record is otherwise clean with no other defaults or issues most lenders are likely to overlook it. But they are under no obligation.

A final option but again it takes time would be to seems a complaint to
complaintreviewservice@o2.com for them to investigate. Experience tells us that o2 will stick to their guns of course. If though they are unable to prove they tried to contact you about the debt then o2 could be in serious trouble. Indeed if you can prove it you could take legal action against them as they will have caused you severe detriment. A solicitor or CAB would advise you on that.

I hope this is helpful. If you need more please repost including @Anonymous in your post so i get a notification and i will try to assist.

Good luck

Re: unfair default on O2 account

MI5 — Fri, 12 Sep 2014 17:48:33 GMT

Thanks Nick - Good useful post mate

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 17:52:52 GMT

Hi Nick ~ @Anonymous

Thank you for your insights.

I'm happy to hear that in your opinion "If your record is otherwise clean with no other defaults or issues most lenders are likely to overlook it. But they are under no obligation."

My thoughts are also that if a single default is on a persons credit file this shouldn't always mean a refusal.

Re: unfair default on O2 account

MI5 — Fri, 12 Sep 2014 18:04:34 GMT

I'm sure the OP will let us know how they get on and if any future lending has been successful or not....

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 18:06:19 GMT

I wish @Anonymous and partner well and very good luck.

Re: unfair default on O2 account

Anonymous — Fri, 12 Sep 2014 18:26:08 GMT

I too wish @Anonymous all the very best luck with this. I have given guidance to a couple of others on here about this and they have i believe been successful but it is lender specific.

However in reality i find it TOTALLY ASTOUNDING that o2 feel they can destroy someone's otherwise perfectly good credit record without making reasonable attempts to recover the debt. I will look into this and check the legal side of it and if i find anything will feed back on here.

Re: unfair default on O2 account

Cleoriff — Fri, 12 Sep 2014 18:53:22 GMT

@Anonymous wrote:
I too wish @Anonymous all the very best luck with this. I have given guidance to a couple of others on here about this and they have i believe been successful but it is lender specific.

However in reality i find it TOTALLY ASTOUNDING that o2 feel they can destroy someone's otherwise perfectly good credit record without making reasonable attempts to recover the debt. I will look into this and check the legal side of it and if i find anything will feed back on here.

That would be helpful if you could @Anonymous . Sadly this is a problem affecting many people and it is good to have this sort of advice. Thank you