Incorrect O2 default causing mortgage application rejection!

[HanMay20]

Hi all,

Really hoping that someone may be able to help me.

I am in the process of buying a house and my mortgage application has been rejected due to an incorrect default that has flagged up on my file from February 2023. The value is £1074 and the incorrect default was caused by an internal error at O2 which was verbally acknowledged when I phoned last Tuesday. In order for my mortgage application to be reconsidered, the bank requires a formal, written email from O2 that I can then show to my mortgage lender to show that action has been taken. I understand that the default removal process can take 30-60 days which is time that I simply do not have. I have followed up 3 more times since then, each time on the phone for several hours, and no one has been able to support. Each time I am told I will hear back from 'the amendments team' within 3 working days... shock - I've had no response. I have also emailed the credit referrals team, amendments team and complaints several times but have not had a single response from either - not even an automated one! I called today and the person told me not a single person at O2 has the ability to send emails, which just cannot be true?!

I'm truly lost on what else I can do! Is anyone here able to offer any other guidance or support relating to this matter?   @MI5 @Dave-O2 @jonsie 

@O2Lisa  I have seen you are often tagged in these or appear in the comments so hoping you may be able to help. Thank you!!

[MI5]

@HanMay20 

Only the amendments team can help you.

Keep trying them daily.

[HanMay20]

Hi, thank you - I've been emailing them every day since last Tuesday. Do you have a phone number for them? I have this email is that correct? amendmentteam@o2.com  

[MI5]

@HanMay20 

There's only email contact, no number as they aren't customer facing, sorry.

[Oxonian]

@HanMay20 

O2 have a complaints procedure :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

However, it is currently taking O2 some eight weeks to investigate and respond to complaints. In your position, I would not file a complaint as it will simply take too long.

There is occasional mention on this Community of members e-mailing O2's CEO direct and their complaint being passed to an "Executive Resolutions Team". This is all quite opaque but if you Google "O2 executive complaints team" you will find a "X" (Tweet) of 27 June 2023 from O2 to a customer by the name of Katy Evans that confirms the existence of that team and gives their contact details.

This community's spam filters mean that I cannot post a link to the "Tweet" - sorry - but at least you now know what you are looking for !

Please keep us informed of developments. 👍

[HanMay20]

Thank you so much 🙏🏼 I will definitely be trying that too!!

[Polly5678]

No other input on help but this really doesn’t surprise me . I applied for one Apple Watch and it went to a credit risk team and was all accepted and then my phone cut off and then they put the watch through 5 more times and I have had nothing but grief. I put in a formal complaint over the phone via calling 202 and I know that won’t help you right now but you really need to log this as it’s terrible and I sincerely hope you get something in writing but I have been on at them about a prepaid Mastercard I should  of got and there was an issue and I kept calling as it never showed me or sent me anything and they said it was submitted so I asked them to send me confirmation or screen shot as I needed the master card it’s a fair bit of money to me and I’ve been back and forth and they told me last week it had not been redeemed . I keep reaching out as I’m not letting it drop .

i was only saying in December how I’d never had an issue and that was one reason I stayed . Now I’m tied in to 22 more months grr 

[Cleoriff]

@Polly5678 

I'll ask our manager @Dave-O2 if he can help you with the prepaid mastercard gift which you've never received. No guarantees but there is a chance he may be able to help.

[Dave-O2]

Thanks for the tag @Cleoriff 

@Polly5678 I've tagged you on the Prepaid Mastercard thread with the steps that need to be followed to chase this.

[Dave-O2]

Hey @HanMay20 can you please drop me a PM with the mobile number that this incorrect default is linked to and I'll check out the latest?