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O2 could cost me my mortgage - even though they've admitted it was their mistake..

JamieEverall
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Hi,

 

Unfortunately I can see I'm not the first person this has happened to..

 

After months of stress and phone calls, O2 were meant to waive a final fee on my account and close it on November 2019.

 

There is a note on the account to do so and i was told i needed to do nothing more.

 

This was ignored.. and due to this, the account went into arrears and then default without my knowledge from Feb 2020. I found out about this in December 2020 when looking to apply for a mortgage.

 

Due to their mistake, my credit score has been impacted so much that I am now currently unable to get a mortgage.

 

O2 have put their hands up and said it was a huge mistake by them and would have the final bill waived as it should have been in 2019, and contacted the Credit File team to have the late payments and Default removed from my credit file.

 

They also offered me £50 as compensation for my troubles...

 

I refused the £50 compensation as it was quite frankly insulting and didnt reflect the mental damage they had caused me, not to mention the damage to my credit. However I made it clear that the late payments and default on the account must still be removed. I was assured the credit amendment had been requested.

 

I'm now finding out that their Credit File team are refusing to remove the late payments and default, even though they were instructed to do so by O2.

 

edit - It is worth mentioning, i have full transcripts from my appeal with the advisor on Resolver, as well as direct emails from O2 confirming they were updating my credit file and would call me on my current mobile number when they recieved a response. I had to chase the call myself and found out that the Credit File team had refused to remove the above.

 

Please. What can i do?

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jonsie
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Is there any assistance available @Martin-O2 @LukasB  @TheresaV ?

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Cleoriff
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Pretty outrageous to get such conflicting info on THREE occasions! I hope one of our managers can help @JamieEverall fingers_crossed

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JamieEverall
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Appreciate the responses. Will wait to hear from one of the tagged Managers. Thank you.

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jonsie
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God luck @JamieEverall fingers_crossed

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Martin-O2
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I've replied to your message @JamieEverall, please take a look and get back to me when you can. slight_smile

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jonsie
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Thanks for picking this up @Martin-O2 smiling

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LukasB
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Martin was quicker pray

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jonsie
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Always has been @LukasB wink

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LukasB
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@jonsie rude joy

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