O2 Pay Monthly Nightmare

[AM]

I took out a sim only 12 month contract with O2 in October 2018. I subsequently got a better deal elsewhere so cancelled this contract with O2 on the exact same day.

However, recently I noticed direct debit payments being taken from my bank account, so I called O2, and received an apology for this. Further, O2 confirmed that I had cancelled the contract, and the payments should not have been taken from my account so I was given a refund and assured no payments will come out of my account again.

However, recently I have just been refused an extension to my mortgage offer due to my credit score, and found that O2 had put a mark against my credit file on 17 February 2019 for late payment! 

I have been told by O2 customer service that the only way to have my credit report corrected is by contacting O2 credit referrals via email (creditfilereferrals@o2.com). I sent an email about 3 days ago and have had no response. I am in the process of seeking a mortgage for a property I have reserved and will incur damages if this is not done urgently.

Apparently the team do not have a contact number and nobody else can help!

I had been an O2 pay and go customer for years prior to this. What an awful way to treat people.

Can anyone advise?

[MI5]

@EmilieT 

[EmilieT]

Hi @AM , and sorry to hear about your recent experience. As it's been a few days since you posted, I was wondering if you had heard anything further or were still waiting for a reply? If you are, I'd gladly check on my end if there is anything else we can do to help get this sorted!

Thanks @MI5 for the mention 

[AM · Accepted solution]

Hi,

Yes, this whole saga appears to have been resolved now after an entire week of unnecessary stress, and O2 have said they will credit my bank account with £30 as a resolution. However, given my experience and the lengths it appears that the company would go to just to damage someones credit rating I don't think I would ever consider going back to O2 again.