Credit File Affected in error

[Help123]

@O2Simon or @O2Emma are you able to help me please? I was sent a final bill in December 2022 by o2 but I called customer service as there shouldn't of been a charge. They said they credited my account for the amount and there was nothing left to pay so I could cancel my direct debit. On 2nd January I received another email stating that there was nothing to pay on my next bill so I cancelled my direct debit that day but on 3rd January o2 tried to take the final bill amount. I received an email yesterday saying this was now overdue so called up o2 to pay but was told there is a credit on my account so there is nothing to pay however they have put a mark on my credit file for late/ missed payment. This has caused so much stress and worry as I did everything I was told by o2 but now my credit score could be affected. I have emailed credit file referrals but have had no response yet, please could you help me rectify this issue and get the mark on my credit file removed. Thank you

[gmarkj]

Simon is not on duty today, and Emma starts at 3pm so I will mention the advisors working this morning @Help123 

Can you see if you can help @O2Sarah- ?

[Help123]

Thank you!

[O2Sarah-]

Thanks for the tag @gmarkj 

@Help123  I will send you a private message so we can check your account.