Enforcement and Termination notice

[Anonymous]

As you might or might not be aware, I cancelled my plan under the 14 days cooling off period.

All well and good however I received a letter this morning headed 'Enforcement and Termination notice'.

It then goes on to say that in accordance with clause 17 of your phone plan Credit Agreement, we will terminate your credit agreement on 29th January 2016 and require full early repayment of the outstanding sum.

I then have 14 days to pay the £600 payment upfront or it will be passed to a debt collection agency.

Absolutely astounded and customer services can't seem to work out what's going on either.

[Anonymous]

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@Cleoriff wrote:

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@Anonymous wrote:

If anyone finds my missing 19, just toss it in the bin 😛

Might lose a few friends on here too.... back to using my old device, that device that has an i in it 😞 haha!

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Is that a Huawei @Anonymous ?

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Close.... back to the Nokia 3310.

It's even got a game called snake on it. Technology these days! 

[Anonymous]

More hassle this morning unfortunately despite being told all was resolved.

I've received 2 letters ; Default Notices served under Section 87 (1) of the Consumer Credit Act 1974 - one for the £16.11 airtime and one for the £25 device plan payment.

I've been assured several times now that the account is closed yet this would assume it hasn't been.

This is greatly worrying 😞

Customer Service seem to have no clue.... @Toby can you help?

[Toby]

Hi @Anonymous,

I'll help you deal with this now that is has gotten to this point, please PM me and we can talk about next steps.

[Curr946]

Get right on the phone.

[Anonymous]

Got back on the phone and the advisor confirmed the phone was indeed returned on the 13th January 2016 and that the issue has came from the account being cancelled incorrectly.

Usually when it's cancelled a Consumer Credit Request is raised which zeroes off the bill ; this wasn't done so the account was cancelled with the bill pending. The bill was due the 15th January so I haven't obviously paid this.

I now worry to look at my credit report on the case there is incorrect and wrongly placed defaults on my file.

[MI5]

If it's wrong, O2 have to correct it by law.

[Anonymous]

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@MI5 wrote:
If it's wrong, O2 have to correct it by law.

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That's reassuring to know. I've never ever been in this position before and always pay my bills so it's not something I ever wished to experience.

[MI5]

None of us do....
Make sure you check your credit file and get onto cs if you've got a default on it.

[jonsie]

Unfortunately you are just an account number on the system that leaves a lot to be desired and the big problem is being someone to actually care enough and who will take responsibility for spring their error out.  Hope @Toby can help you get this resolved. 

[Anonymous]

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@jonsie wrote:

Unfortunately you are just an account number on the system that leaves a lot to be desired and the big problem is being someone to actually care enough and who will take responsibility for spring their error out.  Hope @Toby can help you get this resolved. 

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The CS advisor I spoke to confirmed the account was now being sent through the proper means to get it cancelled and confirmed the phone has been returned. Spoke to the Complaints department on live chat and also have written confirmation about what the advisor told me on the phone.

Toby is chasing it up too so I thank him for that