O2 have messed up my credit score!!!

[Lauryng]

I need some advice on what to do regarding an issue I’ve had with o2 for nearly a year now. 

I took out an airtime plan along with a tablet that was a part of a deal in 27th may 2023, both of which I cancelled literally two days later. I thought this was the end but apparently not. 

I thought everything was cancelled and had not checked my credit score. It turns out o2 didn’t cancel it properly and was charging me the £4 a month for the tablet, with both accounts (both tablet and airtime for my phone) on my clearscore account. As soon as I noticed this, I tried sorting this with o2 and it took months worth of multiple phone calls for someone to know what they were doing and then cancel the thing altogether, which was finally sorted in October 2023. 

the problem I’m having now is that it has affected my credit score so badly, firstly my score dropped by an insane amount because of them opening the account and reporting this to Experian (when they shouldn’t have done as I had returned and cancelled the items within the 14 day period) and secondly my score dropped AGAIN when I finally got rid of the account, one of which is still on my credit file although it says the balance is £0. I don’t want this removed and my score to drop even more. 

I have been trying to get a hold of someone at o2 to sort this out for me and rectify this with the credit agency but it’s IMPOSSIBLE to get through to anyone. I have been referred to customer services, to then payment management and then to the credit team and no one has managed to do anything. 

It has completely ruined my life and o2 are not taking any responsibility for it. 

[Oxonian]

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@Littlevicdon wrote:

Did you manage to sort this as I am having similar problems starting Jan this year and thought might was sorted also!

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@Littlevicdon 

If you do a search of this Community, you will find that the Credit File Referrals Team seem to operate at their own pace, as do the credit reference agencies - Equifax, Experian etc - with whom they work.

If your problems only started in January, you might have a wait yet even if things are resolved smoothly. 👍 

[Hollie2320]

Hi Tim, did you get this sorted? having the same issue and advice would be much appreciated! thank you so much, Hollie 

[pgn]

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@Hollie2320 wrote:

Hi Tim, did you get this sorted? having the same issue and advice would be much appreciated! thank you so much, Hollie 

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This any help, @Hollie2320?

https://community.o2.co.uk/t5/Other-Products-and-Services/Credit-Reference-Agency-records-for-closed...

[Hollie2320]

thanks for your reply! creditfilereferrals@telefonica.com is this the best email to contact? 

[pgn]

Yep - and the comment further down the same thread about getting the CRAs to flag the debt as settled on your records, @Hollie2320 

Good luck!

[JCDISCO]

O2 just messed up my credit score. I’m 50 and never ever had bad credit in my life. Worse than that it’s their fault. I was scammed by 02 so asked for all my payments to go on hold until my complaint was resolved. It’s still not resolved as they ignore calls emails chat but I paid anyway end of December to leave. They added on two contracts until 2026 with no verbal consent no signature no paperwork simply because they can as o2 are corrupted. No one to speak to manager level. Ignore my complaint from September even though I sent it to 3 separate email addresses within o2. Contracts ended in September and they get away with added 2 on my account without my knowledge 

I can get credit from o2 I have 5 phones but not from anywhere else at all. 
They needed to be reported and consequences faced. What can you do? Can’t win lies. 
I’m absolutely devastated I’ve had 5 contracts for 26 years plus mine and partners  20 years before kids. I want to leave as keep adding money on my bills randomly and I can’t. 
DONT GET OR RENEW A CONTRACT WITH O2. YOU CANT TRUST THEM!!!

[pgn]

@JCDISCO - all the info needed to get your credit file adjusted is called out in the replies above - I trust you have read and acted accordingly to contact the CRAs to add a note about the O2 issue, as well as formally notifying O2 of your grievance?

Good luck!