Billed £400 for airtime, after paying off device plan and requesting account to be closed.

[Anonymous]

Hello all

I took out two o2 refresh contrracts a while ago, and paid off the device plans in full, requesting for both to be cancelled with immediate affect.

The next month, a direct debit payment was taken from my account for over £400. I called o2 and they advised that this was an error and I should call my bank and request a charge back, which I did.

The account was then closed (as far as I was aware, I didn't here back).

Roll on to my current mortgage application, where I had very good credit and the offer had to be extended. I failed the check due to poor credit, as a result of two payments in arrears for o2 wanting the £400! I logged in to my o2 account, and i have no bill oustanding. Both accounts are closed.

I am now waiting forr a reply within 10 days of my email to the referrals team. I could lose the house if this isn't rectified, costing me around £2000 in solicitor fees...all because of an o2 error.

I really need a letter confirming that this is being rectified and that I wasn't at fault, as it could take weeks for my Experian report to be updated.

Any help or advice on how I can speed this up would be greatly appreciated

Many thanks

Liam

[Cleoriff]

What a major mess up (putting it politely)

[MI5]

Yeah, a proper cluster.......

[Toby]

Hi @Anonymous,

Were you given a timescale in terms of when you;d be contacted? Unless this has already happened?

[Anonymous]

Hi @Toby

I have made several calls and finally spoke to a customer services manager. They have emailed me confirmation that my account was outstanding the money in error and have rectified the account (had to chase several times), but no confirmation that my credit file is being amended.

I have asked to speak to someone but they keep passing me to the credit referrals team, so likely another 7 days wait. I find it appauling to be honest that even given the situation, I have no one to speak to about it and am left waiting a response with no timeline.

I've logged a complaint and will make sure that it's well broadcasted as I've heard of numerous instances where this has happened (o2 refresh accounts not being closed).

I understand that it's an email-only team. But, given the situation, you would think that ONE of the managers had at least ONE phone to share between them, and that given the amount of hassle and money I've lost out on for their mistake, they would be doing everything that they can to fix it.

[Toby]

Hi @Anonymous,

The team will get back in contact with you. However, if this time comes and goes, please PM me and I'll ask for it to be looked into for you.

[gindygoo]

@Anonymous if this was me I'd be looking for the CEO of O2's email addy (we can't give it to you on here but it's really easy to find on Google) on Google and be firing off an email asap. You will certainly get a reply and taking this route often ilicits a satisfactory outcome.

Best of luck, you're gonna need it.

[MI5]

@Toby is dealing with it....

[Toby]

Hi @gindygoo,

As @MI5 says, we'll make sure Liam is sorted

[gindygoo]

I personally don't think it's a bad thing to let someone know all of the available options, having said that I'm sure @Toby will help the person out as much a he can. 😀

[MI5]

I'm sure he will....