Confused

[Spirited1]

My son left O2 in March 2015 and was charged an early exit fee. He received a letter on 16/02/18 confirming this was a mistake and explaining he had paid his device plan off in full at that time. Yet recently on Experian he had a debt showing from 02 giving him a bad credit rating. He ended up paying O2 £100 in December 2017 to improve his credit rating and now received a later offering him £38 and confirming his plan was indeed paid off in 2015 as previously argued with them.

Any clues ? What is the best way to contact 02 to establish what is going on.

thank you

[MI5 · Accepted solution]

Customer service numbers can be found here http://www.o2.co.uk/contactus
but the Credit referrals team might be the best ones to contact.
Only email, letter or fax contact details though:
CreditFileReferrals@o2.com
Credit File Referrals Team
Suite P
Arlington Business Centre
Leeds
LS11 0NE
Fax 0113 2025865

[Spirited1]

Thank you

[jonsie]

You need to be very patient though, they take time to respond to you and then to eventually correct the error. If  you decide you have waited too long then you can also make a complaint both via o2 and via the Resolver team. Both contact details are in this link.

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

[MI5]

Good luck.