Default on Credit report (Virgin moved an unused sim to Volt without my permission)

[brasco__]

Hello,

I've been through quite a saga with this, but it has culminated in a default being added to my credit report, and I am furious about it.

TLDR: Virgin transferred an unused sim to O2 after the merger, didn't notify me or get my permission, disputed with O2, and they claimed the account was closed, apologised and "forgave" the charges, now I have a default on my credit report... Any ideas how to get it resolved faster?

I am a long-term Virgin Media customer, when they signed me up for my package, they convinced me it was cheaper to go for the bundle including a sim card, I never used this sim as I already had an O2 account and was happy with (data, perks etc).   In September, I started receiving payment reminders from O2 for an account I didn't recognise, I rang O2, went through security (using my current details) and they said this charge wasn't recognised and to ignore it as a suspected mistake/scam...

Fast-forward a month or two, I started getting notifications on my credit report (I follow them for security), that I had missed O2 payments, so I went round again calling O2 and getting the charges removed, it was a huge pain, but they said they had "credited the closed account" to stop this continuing.

This week, I've just got notifications of a default on an O2 account!  I'm currently writing to all the credit checkers to dispute this, but it's such a pain and seems like it'll take a long time to remove O2s mistake.  O2 themselves are incredibly opaque, and I struggle to even get someone on the phone to help, is there anything else I can do?  I raised a complaint with Virgin about moving me without permission, and a month later they sent a letter saying they were "happy the situation is resolved", they never contacted me....

Please excuse the rant, I'm just hoping to get this resolved asap, anything I'm missing other than writing to dispute it with the credit checkers?

PS.  I was an O2 customer for 15+ years before this saga, never missed a single payment, and it has left such a bad taste I've moved all mine and my wife's accounts away from O2 to a rival.

[gmarkj]

Ah, so your bank closed the DD access as it was not claimed so when o2 tried to start taking the money it failed and was sent to default.

Makes a little more sense, although I would imagine that o2 should have set up a new DD based on the details for the VM sim...

[Oxonian]

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@brasco__ wrote:

Please excuse the rant, I'm just hoping to get this resolved asap, anything I'm missing other than writing to dispute it with the credit checkers?

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@brasco__ 

In this thread, @MI5 has set out who you need to contact :- 

Solved: Fraud victim - O2 have not corrected my credit fil... - O2 Community

https://community.o2.co.uk/t5/Pay-Monthly/Fraud-victim-O2-have-not-corrected-my-credit-file/m-p/1590...

[brasco__]

Ah, thank you so much, I'll contact that email and hopefully speed things up!

[brasco__]

Just had a reply from Experian saying they can't amend the default:

I'm writing in relation to your recent query with O2, regarding the account started on 15/08/2023.

They've confirmed the information is accurate, so we don't have permission to amend or delete this entry on your credit report.

They have provided the following response to the dispute we raised on your behalf:

“The account shows a write off balance in the amount of £34.32, the account number is 105****112. Please advise the customer to contact our payment management team on 0344 248 0058.”

That is obviously worrying, as I'd agreed with the phone support that I had not created the account and that I owed nothing.

Hopefully, the credit team at telefonica can resolve it

[Oxonian]

@brasco__ 

I hope they resolve the matter for you. 

Please keep us updated on developments. 👍

[brasco__]

The saga contniues...

O2 Credit File Referrals (UK) replied:

"Hello ###

Thank you for your email regarding account ######1411

We've taken a look at your request and are unable to remove the account from your credit file.

There is currently a balance showing on the account. Please contact our payment management team on 0800 588 4213 to discuss this further. 

Regards,"


This is infuriating, as O2 payment management team have repeatedly told me there is nothing owing on the account!  I'm at a loss, I've replied to the credit team, and in the queue (again) to the payments team...

[brasco__]

Side note, would it be possible to request all voice recordings from O2 support on that account (should I require them for legal proceedings)?

[brasco__]

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@brasco__ wrote:

The saga contniues...

O2 Credit File Referrals (UK) replied:

"Hello ###

Thank you for your email regarding account ######1411

We've taken a look at your request and are unable to remove the account from your credit file.

There is currently a balance showing on the account. Please contact our payment management team on 0800 588 4213 to discuss this further. 

Regards,"


This is infuriating, as O2 payment management team have repeatedly told me there is nothing owing on the account!  I'm at a loss, I've replied to the credit team, and in the queue (again) to the payments team...

Regards,"

 O2 payment management team have repeatedly told me there is nothing owing on the account!  I'm at a loss, I've replied to the credit team, and in the queue (again) to the payments team...

---

Right, the payments team have confirmed there is no charge on the account, I was credited and that it will be removed from my credit report in 30–60 days, I'm not holding out much hope, honestly.

[Oxonian]

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@brasco__ wrote:

Side note, would it be possible to request all voice recordings from O2 support on that account (should I require them for legal proceedings)?

---

@brasco__ 

Please see :-

Requesting your personal data from O2 | Help & Support | O2

https://www.o2.co.uk/help/safety-and-security/how-to-get-a-copy-of-the-information-we-store-about-yo...

[Oxonian]

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@brasco__ wrote:

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@brasco__ wrote:

The saga contniues...

O2 Credit File Referrals (UK) replied:

"Hello ###

Thank you for your email regarding account ######1411

We've taken a look at your request and are unable to remove the account from your credit file.

There is currently a balance showing on the account. Please contact our payment management team on 0800 588 4213 to discuss this further. 

Regards,"


This is infuriating, as O2 payment management team have repeatedly told me there is nothing owing on the account!  I'm at a loss, I've replied to the credit team, and in the queue (again) to the payments team...

Regards,"

 O2 payment management team have repeatedly told me there is nothing owing on the account!  I'm at a loss, I've replied to the credit team, and in the queue (again) to the payments team...

---

Right, the payments team have confirmed there is no charge on the account, I was credited and that it will be removed from my credit report in 30–60 days, I'm not holding out much hope, honestly.

---

@brasco__ 

Please keep us informed of developments.