Hi,
I've been dealing with an issue with O2 for a year now, and I'm absolutely fed up.
Last year, they closed my account, which had an iPad and an iPhone on it. They sent the outstanding balance for the iPad to Moorcroft debt agency, and I fully paid this off in February 2024. However, they didn't send the outstanding balance for the iPhone to Moorcroft or any other debt collection agency.
Every time I call O2 to make a payment or resolve the issue, they claim they don't have my account and can't find it in their system.
I've explained that I have an outstanding balance that's showing up on my credit report and negatively affecting my credit score. Each advisor I've spoken to tells me one of the following:
1. My account is no longer with them but with a debt agency - but they can’t see who it is with
2. They can't find my account anywhere in the system.
3. I don't have an O2 account with them.
O2’s credit team emailed me, confirming that I have an outstanding balance of £1.1k, but they're unable to help further and told me to contact the payments or legacy team. However, when I contact them, no one can find my account.
In March 2024, an advisor managed to find my account in their ‘old system’ (not accessible to all advisors), and I paid £200 towards my balance. Today, I received a cheque from O2 refunding that £200 payment
I've called Moorcroft and Lowell, and both confirmed I don't have an outstanding balance with them.
I raised a complaint with Experian, who contacted O2. O2 responded that they can't remove the balance from my credit report because I have an outstanding balance.
I also raised a complaint through O2, and after months of chasing, they replied that they can't help because they can't find my account.
At this point, where is my account? How can I make a payment? This situation is becoming mentally and financially draining. I've also raised a complaint with the ombudsman, which could take up to two months to be addressed.
