Credit File Referrals

[BigDes]

Hi,

So we're trying to remortgage our house with a new bank. I had to do a credit report and there is a default under O2 Communications for £220. It says on the report I had a late payment on December 2022 and again January 2023. Then the account was closed on February 2023. I have been an O2 user for almost 20 years and have never had a late payment. 

I have been on the phone multiple times with both O2 and Virgin but neither cam see anything wrong with my account. O2 told me to email the Credit File Refferals team. I have done this and havent heard anything back. 

I really need this issue resolved ASAP. The whole situation and the lack of customer service has really made me reconsider signing up with O2 when my contract ends.

[Enlli]

Sadly your story is not unique but there is little we can do here as customers.

I suggest you file a dispute with the credit agencies as the next step

[Samspam]

Hi, I've not got any help I'm afraid but I have a similar issue. Been with O2 for 20 years too, never missed a payment. Did a credit score check with my bank (they use TransUnion to do the checks) and it's coming up with a default back in June 2019 for a random lower amount then my contract that was taken by direct debit as normal that month. Experian and Equifax do not show this default. 

Just wondering if the bank you was trying to remortgage with uses TransUnion? 

And have you heard back from they as I've just emailed them as I'm currently going around in circles. 

[Oxonian]

Welcome to this O2 customer to customer forum @Samspam ; it is a shame that the circumstances are not better for you. 

You have not said who in O2 you have spoken to, but the Credit File Referral (CFR) team is who you need to engage with.

Their email address is creditfilereferrals@telefonica.com or amendmentteam@o2.com 

Or you can write to them or fax them::-

Credit File Referrals Team

Suite P

Arlington Business Centre

Leeds

LS11 0NE

Fax 0113 2025865

👍