O2 Debt Recovery - who to contact?

[Anonymous]

Hello everyone,

Unfortunately I'm in a terrible financial position and have recently entered into a Debt Management Plan with registered debt charity, StepChange.

I had two contracts with O2 and subsequent phone plans for the devices I received. One contract was for a partner whom I'm no longer with but sadly I took the phone / contract out in my name. Lesson to be learned!

Both these accounts have been disconnected and I'm left owing a substanial amount on the pair. However, I really want to pay what I owe on the handsets and have no concerns about being disconnected.

I'm looking to get these outstanding balances added to a list of my owed creditors. To get the ball rolling I rang O2 to organise something, but they amount they wanted (at least £100 a month) was far too expensive and I was pointed in the direction of:

d e b t r e c o v e r y @ o 2 . c o m

I emailed explaining about my DMP and asking to arrange a monthly payment to O2 of something affordable. Maybe in the area of £20-30 a month?

I've received a reply to my original email asking to see my signed authorisation to StepChange so they can discuss my account with them and also to provide my monthly payment plan.

My main concern is the email seems very poorly written with countless spelling mistakes and a very strange layout. Am I dealing with O2 here or some debt collection agency? Has anyone else every used that email adddress above?

I want to get this paid off but I want it to show as 'agreement to pay' on my credit file so really need to know I'm dealing with the real thing. I also want the crazy bombardment of written correspondence I'm receiving at my house to stop.

Thanks in advance!

Ben

[viridis]

Youve already made the correct contact, send them back a letter confirming you agree to O2 contacting stepchange who are dealing with your current financial situation. At the same time, contact stepchange and give them details of the two accounts.
Stepchange will then be authorised to speak to O2 for you.

[viridis]

O2.com is a legitimate O2 url
The email address is legitimate in that regard.

[Anonymous]

Thank you very much for your help so far.

What I can't understand is the email from O2 says I owe:

Balance of £444.78 and phone plan of £550.00

Balance of £0.00 and phone plan of £50.00.

Essentially on one of them I've been charged for the airtime and on one of them I haven't?

Do you know why this is?

[Cleoriff]

Problem is @Anonymous we have no access to any of your accounts and any missed payments etc....so really we couldn't comment on that part of your query...

[viridis]

Not a clue, sorry.
On the
"Balance of £444.78 and phone plan of £550.00"
You should definately inform stepchange about how O2 Refresh works, unlike "normal" contracts, once the handset is paid you are released from contract. While you can't expect o2 to swallow the cost of the handset, you may be fortunate in that they may reduce the Airtime value.
However, that is in the hands of your representative at stepchange.
Ideally your best option is to get that handset cost paid off, atm that frees up over 400 quid for you long term.
Good luck either way.

[jonsie]

Don't worry about the legitimacy of the email, some of the correspondence unfortunately goes outsourced but you have taken the right steps. I applaud you for facing up to your present circumstances, so many just Bury their heads in the sand and hope everything goes away. You are responsible enough to know it doesn't and all credit to you.

As @viridis says the main thing is to get the devices paid off first then that will settle the problem with o2 after giving notice to terminate the contracts.

I truly wish you all the best in your endeavours to sort out your affairs and wish you nothing but the best for the future. You are in a situation that few can understand unless they have experienced it. Be positive, things will get better for you.

[Mark_1980 · Accepted solution]

Speaking as someone who is currently in the same position as you (I too have a DMP with Stepchange), you've definitely done the right thing.

Just make sure that O2 have your Stepchange account number, and make sure that you inform O2 that you are authorising Stepchange to liaise with them on your behalf. You also need to make sure that Stepchange have both of your O2 account numbers.

Once you've set up the plan with Stepchange, they will do the rest. You will continue to receive correspondence from all of your creditors - make sure that you respond to them each time (a phonecall will do) to reaffirm the fact that you're on a DMP. The letters WILL eventually stop.

[Anonymous]

@Mark_1980, @jonsie, @viridis, @Cleoriff.. Thanks for all your advice and kind words. It's really appreciated. 😉

[jonsie]

I wish you nothing but good luck