O2 have placed a 'Default' mark on my now wife's credit history without us knowing anything about it. We have agreed to buy a new build home under the governments NewBuild scheme and have paid our initial deposit, however, when proceeding with the mortgage the lenders rejected us stating that it was "too much of a risk". It was only when we checked our rating and did some investigation that we found out it was because o2 have placed a default on her file. What makes it worse is she has just got a new job which is the reason for buying the house, she may now end up losing the house and her job!
This default is for a total of £10.69 and is looking like it will now stop us from buying a £250,000 house. The contract ended in 2011 and according to o2 "was fully paid off", however, there seems that there was actually £10 remaining on the account. O2 made absolutely no attempt to contact us to inform us of this and have instead just passed it off to a 3rd party debt collection agency. This agency also made no attempt to contact us and have subsequently marked it off as a default. This is obviously illegal as no notice of default was issued. Common sense would say that if they had contacted us for the remaining £10 charge, this would have been paid without even a second thought.
We have tried to contact o2 as we have only until the 8th August to exchange contracts on the house which it now looks as though we will lose. However, we are not able to make direct contact with anyone and we keep getting fobbed off with feeble excuses and email address' to contact and no one directly to speak to.
I thought you would all like to know about this as it is outrageous! O2 seem to be able to place defaults against peoples credit files without actually attempting to inform the customer of their intent. This can then wreck their lives!
We will be following up with legal action against them but I thought you would be interested to know on this o2 customer forum. We have also been in communication with a couple of national newspapers so you will no doubt read about it soon.
O2 your customer service is shocking and we need this rectified IMMEDIATELY! This could end up costing you way more than £10.69 unless you act!
