Credit referral

[Verbalherman]

In June/July 2023, I took out a SIM-only contract with O2. However, I found the network signal poor during my work commute. Consequently, I called O2 and cancelled my SIM within the cooling-off period. O2 was slow in sending out a PAC code and notifying my new network, EE.

Several months later, I received a bill for £82, which included my monthly bill and early cancellation fees. I called O2 again, and the staff member apologized, stating that she would remove the outstanding amount from my closing balance.

In October 2023, I received a notification from my credit report, indicating a missed payment with O2 for £82. I called O2 again and was assured it would be removed and that they were sorry for the inconvenience. They informed me it would take a few weeks to be cleared from my credit file. However, it wasn't removed, so I called again. This time, I was told it would take 30 days to clear from my credit report, and I would receive a credit of £18, although the reason for this was not explained.

After 30 days, the issue still wasn't resolved. I called again and was told it would take 30 to 60 days for my credit notice to be cleared. It still wasn't resolved, and I had to call again. This time, I was told that O2 owed me £18, and until this refund was sent to my bank account, they couldn't proceed with clearing my credit notice.

The refund was sent to my bank account, and on 17/04/2024, I was told that O2 could now move forward with removing the credit notice from my account. The representative mentioned he would pass this on to the O2 credit department since I have a legacy account, and it should only take a few weeks to be cleared.

I called again on 15/05/2024, only to be told that my account couldn't be cleared over the phone and that I had to put the request in writing to have my credit report cleared.

So, here I am, requesting once again that the missed payment to O2 be removed from my credit report.

Many thanks,

[MI5]

@Verbalherman 

The email address is creditfilereferrals@telefonica.com

Or you can write or fax them:

Credit File Referrals Team

Suite P

Arlington Business Centre

Leeds

LS11 0NE

Fax 0113 2025865

[Verbalherman]

Already have , and still no reply.

It appears they don't want to help

[MI5]

It's the only way forward @Verbalherman 

Keep trying.

[Verbalherman]

I will but what else can I do ?

[MI5]

@Verbalherman 

Engage the services of a solicitor to put pressure on O2 from a legal perspective.

Escalate to the Ombudsman if your complaint is not actioned after 8 weeks.

make a complaint

Customer Complaints Code

[Verbalherman]

Hi Ive had a response from the o2 credit file referral team this afternoon.

I'll be honest it makes no sense. 

See below 

Thanks for your email about account xxxxxx

We've taken a look at your request, but we can’t remove the default loading as this is filed correctly.

 Account xxxxxxx terminated on 01/07/2023 with a balance of £84.33, this has then been written off for internal purposes on 31/08/2023, however is still outstanding. Where a balance remains unpaid for 6 consecutive months, a default is loaded against the account.

There has then been an adjustment added onto the account of £69.28 on 10/11/2023 to leave a balance of -£69.28 which has then also been written off on 28/11/2023. Unfortunately both write off balances need to be reversed and the balance brought back to £0.00 on the account

The account balance is still showing as outstanding. So please speak to our Payment Management team on 0800 588 4213 to discuss this.

I called o2 before ,however I was told my account couldn't be found, I explained I was told my old account was a legacy account,  even then he couldn't find it  

Any help would be greatly appreciated 😀

[Oxonian]

@Verbalherman 

My interpretation of that is that O2 are saying that you owe them £153.61. I am not sure why they have written the liability off as they would usually sell it to a Debt Collection Agency. 

I suggest that you send your evidence to O2 and challenge their conclusion - assuming that you are absolutely certain that you are correct. 👍

[Verbalherman]

I cancelled my contract within the cooling-off period, O2 then took their time sending the PAC code to EE, because of their mistake they say I went over the cooling off period.

They have apologise several times, I said they'll change it, however it's never cleared from my credit file.

I'm going around in circles with o2

[Oxonian]

I can only suggest @Verbalherman that you persevere with the Credit File Referrals Team as per @MI5's post (message 2 above). 👍