My credit score is lowered due to an error from o2 and the account is defaulted, can’t buy a house.

[Hasan95]

I had an account with o2 late 2018. I rang to say I wanted to cancel my account and it was successfully cancelled and I was assured that there were no outstanding payments. Turns out 2 years later that an account has been defaulted because I have an outstanding payment of 13 pounds! 13 pounds! Now I can’t apply for a mortgage and have lost out on a property I wanted. It’s really affected my life as I can’t take out any loans. Can someone help with this matter?

[Cleoriff]

@Hasan95 

I will ask our community managers @Marjo or @Martin-O2 if they can help with this.

[Hasan95]

Thank you

[Bambino]

@Hasan95 Unfortunately, you're not the first person that this has happened to. We see this cropping up here on a fairly regular basis. O2 are despicable when it comes to issues like this. Do you have anything in writing from O2 that your contract was cancelled? That would speed things up in getting this resolved.

[jonsie]

O2 are supposed to notify of any outstanding fees but they very rarely do. This is why we always advise people not to cancel direct debits straight away but to wait for a zero bill.

[Hasan95]

Hey, sadly I don’t have anything in writing. I spoke on the phone earlier and they said they were sending text messages to the number that I thought was cancelled and had no use. I only used the sim for data on a 4g dongle before cancelling it. I was told it was cancelled on the phone and didn’t have to do anything else. Nothing in writing, was all sorted over the phone.

[Hasan95]

I was told differently on the phone which led to this mess. I was assured that it was cancelled and no more outstanding payments were necessary. Now I’m suffering for not paying something I could have paid off ages ago.

[jonsie]

Hopefully @Martin-O2 can help you.

[Martin-O2 · Accepted solution]

Cheers for the tags on this @Cleoriff, @jonsie.

@Hasan95 I've replied to your message, please take a look and get back to me when you have a minute.