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

on 05-12-2016 11:50
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on 05-12-2016 11:50
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

on 05-12-2016 11:52
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on 05-12-2016 11:52
I was advised to add these tags for assistance, any help would be much appreciated.
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on 05-12-2016 11:59
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on 05-12-2016 11:59
We would advise you to contact credit referrals which you have already done.
The only other thing that may help is some input from the community manager @Toby.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 06-12-2016 01:56
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on 06-12-2016 01:56
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on 06-12-2016 11:20
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on 06-12-2016 11:20
Hi @Anonymous,
Have you gotten back in contact via customer service about this yet? How are you getting on?
Get involved:
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on 06-12-2016 13:24
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on 06-12-2016 13:24
I called customer services and they said they'd pass it to credit referrals. I've not heard anything yet.
I was really hoping for something early this week, even a letter on headed paper confirming the issue is being rectified, else I could lose the house as I can't get an offer for a mortgage as my credit stands.
Thanks
Liam

on 10-12-2016 09:00
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on 10-12-2016 09:00
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on 10-12-2016 09:27
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on 10-12-2016 09:27
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 10-12-2016 17:32
Me niether. Not only have I not had a reply, but my CLOSED account now shows a new bill of £96.95...not used the phone AT ALL and requested this to be cancelled 4 months ago....
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on 10-12-2016 17:42
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

