IMMEDIATE PAYMENT letter recieved

[SamCuddy]

Hi guys

so i had 2 O2 refresh contracts in my name. one for me and one for my girlfriend

My girlfriends device plan was payed off about a month ago and then the airtime plan was cancelled and all remaining payments were made. I pay for my phone monthly by direct debit every month without fail.

however this morning i have a letter saying i owe O2 £613.79. As you can imagine i was shocked so i rang O2 and she has said that there are no outstanding payment on either of the accounts and my girlfriends number was infact closed. she told me to ignore the letter and not to worry. however i hear a lot about stuff like this ruining peoples credit history and i dont want Credit collection agencies at my door either. have any of you experienced this and can give me some advice about the best course of action?

thanks

Sam

[Anonymous · Accepted solution]

Contact customer service & speak to them as we are not cs & cannot access your account

[SamCuddy]

i do understand that. and i have already contact CS and they have said there is nothing outstanding on any of my account, my question was has anybody experienced this and what did they do about it?

as i dont want a silly blotch on my credit file(as we all know O2 are well reknowned for that) for something that isnt even real. just want an opinion on what other people have done in the past

thanks

sam

[MI5]

You will have to keep checking with CS and keep an eye on your own credit score I'm afraid.
This is one area that always screws up without fail due to incompetence on behalf the person closing the account or due to a system issue.
Nonetheless it's you that has to keep chasing for closure unfortunately.

[Cleoriff]

Hi @SamCuddy Welcome to the forum. Have you checked your account in My O2 http://www.o2.co.uk/myo2   This will show you any outstanding balances ..or if it is clear....

[Cleoriff]

Apologies for the gap....in the above post....I did nothing to cause that... Honest....

[viridis]

You sure it wasn't a final balance statement @SamCuddy
These are sent after device plan cleared.

[SamCuddy]

Hi guys
I managed to speak to o2 this morning, after the device plan was clear they have said the 600 and odd pound was early termination fees, they also said this was a mistake as there are no early termination charges on a refresh contract, so the lady at CS has submitted a form and within 5 working days I will receive written confirmation that I do not owe anything, however I don't feel overly confident about that

[Martin-O2]

That sounds promising @SamCuddy Please keep us updated on this issue! 

[gindygoo]

@SamCuddy it's good you're in tune to how these things can go wrong, I'm sure because of that you'll chase this up until it's sorted properly.

That's no consolation on the fact you're having to chase it in the first place though. Have u thought of putting in an official complaint to highlight how frustrating these instances are to O2?

Here's the link to makea complaint if you're interested; http://www.o2.co.uk/how-to-complain