How to remove 'default' from credit report

[TTYTT]

Hello,

I'll try keep this short. I purchased an iPhone from O2 in October 2015. two days later I returned it and cancelled my contract. I then received an email saying I had to pay a contract cancellation fee of £21. As I was within the 14-day returns window this should not have applied. I contacted O2 via live chat and explained the situation. The CS representative agreed with my and said the charge would be nullified from my account and I did not need to pay. I asked for confiramtion of this and he said the chat transcript would be sufficient proof.

two years later and my wife and I have found our dream home. We have applied for a mortgage after it was agreed in principle. The application came back as denied as it turns out that charge was never removed. Instead it went straight into my Credit File as a default. I contacted O2 about this today and they admitted it was an error and should't have been charged but the best they could provide was an email address that I need to send the information to. I was informed this can take up to 90 days for a decision to be made.

We do not have 90 days. The supposed move in date is October 20. Right now, it seems like we are going to lose the house over £21, an amount that I don't even owe.

I am seriously stressing out over this. Does anyone have any advice on how to resolve this matter swiftly? I would be grateful for any advice.

Thanks.

[MI5]

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@Anonymous wrote:

Hi there-

I am having a similar problem.  I sent two emails to the creditfilereferrals and have not heard back - it is not getting close to a month that I have not heard. Is my only other option to escalate this to OFCOM?

Avan

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As we don't know your details, we can't advise, but if the default was there correctly, it won't be removed.

Only genuine errors are corrected.

[Chets]

@Martin-O2 

Hi,

I'm hoping you or someone can help please. We're in a similar sitiuation. We're applying for a mortgage and have found out my wifes account has defaulted in error. She spoke to the sales advisor in Dec 2019 to close the account and pay any outstanding balance. The sales advisor said there was nothing outstanding, then Jan she got charged £34. Every month after, this kept inccuring then eventually defaulted. O2 have credited teh account but it was their error and needs to be removed ASAP please?

Can you or anyone help as the mortagge probably wont go through for the £34 which was not my wifes fault and she has paid every payment to o2 without fail.

Help!

[dolowu]

Did you get this resolved? If so, how?