Default Payment on my credit history

[PriyaP]

Hello,

I'm hoping that someone can help me urgently as it seems that the credit referral team are pretty poor at responding, despite the severity of peoples livelihoods attached to their role!

I had a o2 contract back in 2019 which was cancelled and not in use, despite the cancellation of the contract and a sim not in use o2 continued to charge my account. After a lot of back and fourth a customer services manager had asked for the account balance to be written off as the fault was o2's and therefore nothing was owed.

I have come to remortgage my property and I have been declined by my lender due this default payment. I need this resolved ASAP and for my credit files to be adapted accordingly. Its astonishing at how many hurdles need to be crossed before I can get a response. Credit referral have been emailed but no response from them only a auto response, advising that they will get back in 3-5 working days and looking at previous o2 community conversations it seems that they drastically exceed this SLA. 

Can someone get back to me urgently.

thanks  

[pgn · Accepted solution]

Hi @PriyaP - We are all customers here, and have no access to anyone's account or information that you would need.

As you've already emailed the Credit File Referrals Team there isn't much else you can do except wait for their reply.

You could reach out to O2 through their social media outlets, maybe someone there can offer more than the sympathy we feel for your situation. Here are the links:

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG).

If you wish to talk to someone in O2, all the contact numbers are in the Guide below, and calling around 08:00 UK time gives you a better chance of getting onto the call queue - it may take a couple of tries, and then a longish wait listening to music until your call is picked up - so have your phone on charge and kick back with a cup of tea and a biscuit or three👍

Guide: Coronavirus Community Help and Support 

I hope you get it sorted soon, it's bad enough trying to get all the hoops lined up, never mind jumping through them, @PriyaP.

Good luck!

[TallTrees]

Hello @PriyaP 

There is something called a Notice of Correction which is placed with Experian and others.  I  am not expert in this so you should take proper advice, especially if as you say it is completely erroneous. 

Good luck and best wishes 

Ps keep everything in writing

[madasaf1sh]

@PriyaP 

Just to add it can take upto 3 months for any default to be removed, it took Vodafone a 6month to remove an account and mark it as closed..

Also although the mortgage company will tell you that its mobile phone payment, that is causing the issue, it will be other factors on your credit file. 

You would also have had 6 or 7 letters before a default been actioned on your credit file, and just because a debt it written off doesn't mean the debt hasn't defaulted, as it is your responsibility to check.. I know that sounds harsh, but they are the rules, and o2 have a duty to report any missed payments.

You also need to prove to the Experian etc that it is an error, so make sure you have proof

[MI5]

@PriyaP 

You can add a notice of correction to your credit file https://www.experian.co.uk/consumer/guides/notice-of-correction.html

Also, you can raise a dispute which then requires the credit agency to verify the details with the lender https://help.equifax.co.uk/EquifaxOnlineHelp/s/article/How-can-I-dispute-information-on-my-Equifax-C...