No reply from creditrefferals 02

[Anonymous]

I took a sim only contract out amd cancelled it 2 days later (which is within the cooling of period). However the agent put down that i cancelled ot after my cooling of period. I spoke with 02 and they have acknowledged their mistake. They told me the system is showing that i cancelles 2 days after i took out the contract. My mortage has been rejected and i have lost alot of money over this silly mistake. I havnt got a single reply back from 02credit referrals and this has completely ruined my life and caused me so much stress. I am looking at options to take this through solicitors as i have lost alot of money and my credit score is ruined. I need help and if credit referrals is reading this then please investigate and correct my credit score!!!

[gmarkj]

Unfortunately this is a customer to customer forum @Anonymous so your feedback will not reach the credit referrals team.
If you have not heard back from the after 5 working days (which I believe is what their service level is) then I would raise a complaint.
The two options are with o2 directly or using a 3rd party called Resolver who seem to get good results.

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

Resolver: https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm_medium=link&utm_campaign=VAS

[Wa10]

Did you contact the Credit File Referrals team by email or by post @Anonymous?

If email, the correct address is creditfilereferrals@o2.com - is this where you sent your query? And when was it sent? You should have received an automated reply giving the current handling times etc. I understand that the current SLA is 10 working days, and their auto reply does specify that they need certain details to be able to handle your query.

[Cleoriff]

If @Anonymous cancelled 2 days after taking out the contract and O2 have now acknowledged this and the fact they have made a mistake then this needs urgent action. Waiting for a response from credit referrals isn't helping at all. (Particularly if it has affected a mortgage application) Maybe @MercedesS, @Martin-O2 or @Marjo could help the op on this occasion?

[Martin-O2]

Thanks for the mention @Cleoriff! 

@Anonymous We can certainly see if we can move things along for you. I'll drop you a private message so I can get a few details from you.