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!!

[H_E_GeeGee]

Hello, I have had the same/similar problem. And have had a default put on my credit score - due to O2. And I cannot get any credit or mortgage too. I have been trying to sort this problem since January this year. Numerous calls, letters and a resolver case and still no contact from O2 or attempt to resolve the problem. I think my case is due to a bad data transfer when o2 merged with Virgin in October last year. An account that was set up has my sex and my name spelt wrong and an account number that I cannot access. 

I feel lost like you as to how to get this resolved. It's beyond a joke now - and I wondered if anyone else had had issues since the merger? Thanks! 

[Oxonian]

@H_E_GeeGee 

It is not completely clear from your post what your problem is ? Are you trying to get your credit score rectified ? 

If so, this is a customer to customer community, not O2, so we cannot access your account. You need to contact O2 and correspond with the Credit File Referral (CFR) team. 

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

Or you can write or fax them :-

Credit File Referrals Team
Suite P
Arlington Business Centre
Leeds
LS11 0NE

Fax 0113 2025865

[123urs]

Hi there, did anyone manage to resolve this? 

o2 wrongly put a default on my account on October 22. They admitted there is no debt on my account and that it was incorrectly put on. They are now saying it could be from another account. To my knowledge, I have only one account. They are refusing to search my name or address against account numbers as it breaches security so I feel I’m no further forward.

For the last 7 weeks, I have emailed the amendment team continually however each time I get a generic replied from different people each time. No one seems to take ownership over cases. I have received no phone call in that whole time.

i have tried phoning the payment department, who keep raising tickets but are quite useless.

i have also emailed the complaints department and the ceo email etc but i have received no reply.

im at my wits end as i cannot get a mortgage and i dont know where to turn to now

[Oxonian]

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@123urs wrote:

Hi there, did anyone manage to resolve this? 

o2 wrongly put a default on my account on October 22. They admitted there is no debt on my account and that it was incorrectly put on. They are now saying it could be from another account. To my knowledge, I have only one account. They are refusing to search my name or address against account numbers as it breaches security so I feel I’m no further forward.

For the last 7 weeks, I have emailed the amendment team continually however each time I get a generic replied from different people each time. No one seems to take ownership over cases. I have received no phone call in that whole time.

i have tried phoning the payment department, who keep raising tickets but are quite useless.

i have also emailed the complaints department and the ceo email etc but i have received no reply.

im at my wits end as i cannot get a mortgage and i dont know where to turn to now

---

A few points @123urs if I might ? 

You need to tag individuals, for example @H_E_GeeGee, when you are asking questions "like did anyone manage to resolve this?".  

You have not said when you complained, but it is currently taking O2 up to eight weeks to investigate and respond to complaints. Hence, you might still be "in the pipeline".

When that eight weeks has elapsed, you can escalate to the Ombudsman :-

Customer+Complaints+code+250924+V0.2.comp.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

Please ask if you require further help. 👍