Credit Reference Agency records for closed O2 account

[Aweufc]

My daughter had an O2 account that was split between phone purchase and airtime balance. The final payment on each was missed due to an oversight and ultimately were referred to debt collectors, with whom the debts were settled.

We understood that all debt to O2 had been settled but her Credit Reference Agency records still show a debt on the phone account, although the airtime account has been showing as settled for some time. We suspect this is an oversight from O2/ the debt collectors, but obviously need to confirm and correct her cra records. 

Who do we contact to confirm the position? Is there an O2 email we can contact? Or is this something we need to contact the debt collectors about again? She no longer has access to her my O2 account as the email address used was a college address that is no longer in use and- of course - the 02 phone number is not being used either.And she has also moved house in the interim.

It obviously also means we can't use the chat facility.

Any guidance would be appreciated.

Thanks.

[Bambino · Accepted solution]

@Aweufc The only references we have here regarding credit files are these:

creditfilereferrals@telefonica.com
Credit File Referrals Team
Suite P
Arlington Business Centre
Leeds
LS11 0NE
Fax 0113 2025865

You can also reach O2 via social media but they'll probably refer you to the above:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[madasaf1sh]

@Aweufc 

The debt will show on your daughters credit report for 6 years from the date of the default, and the late payment will stay on as well for 6 years as per the FCA handbook. 

You will be best to contact the DCA and ask them to mark the debts as settled, but they wont remove them from the CRA's as the law states this should be true record of the account.