Fraud victim - O2 have not corrected my credit file

[Alex_S]

In November 2021 I was the victim of fraud on my O2 account. I reported it immediatly to O2. The fraudster managed to change my payment plan and also order a phone on my account. I was  told that while the matter was being investigated my account would remain on the "wrong" payment plan. I was told by O2 customer services (Sarah Swindles) to cancel my direct debit so that incorrect payments were not taken from my account. I was also told that any impact on my credit rating would be rectified as soon as the fraud team had completed their investigation. The investigation was completed but the incorrect entries on my credit file have never been corrected, despite nearly one year's worth of emails and calls to O2. This has had a severe effect on my family and me,  I recently applied for a loan and I was turned down because of the O2 issues on my credit report (which is otherwise perfect)!
I do not know what to do now, I have tried calling O2 over 20 times and quite unbelievably no one has sorted it out. Such a small issue has now resulted in an unbelievable amount of financial stress. Please can someone from O2 sort this out? None of this was my fault and it has had huge consequences for me and my family. Why is it so difficult to fix it? Through no fault of my own I am now in this situation. 

[MI5]

O2 is a complete mess at the moment.

You said the investigation has been completed and ruled in your favour so they need to make the corrections.

You can raise a dispute with the credit agencies yourself and they in turn will contact O2 who will then have to prove the entry is correct or remove it.

[Alex_S]

Please please can someone from O2 help me with this. It has been going on for a year now and I now cannot get a loan through no fault of my own. 

[Bambino]

For what it's worth, I will tag an O2 advisor, who will be on in the morning. They may be able to reach out to the fraud department, but I'm not certain they have the authority to do that. Can't hurt to ask.

@O2Ryan can you assist @Alex_S 

[Alex_S]

I have tried that already and the credit reference agency was told by the fraud team that the entries are correct, and they have closed the case! Quite unbelievable. 

[Alex_S]

@Bambino  thank you!

[O2Ryan]

thanks for the tag ill send a private message over now.