I am in the process of buying a house and am now having massive issues because of o2 applying bad credit to my name.
The account was opened in error by one of your stores in street, UK. They opened the wrong tariff in June for my phone , and assured me they had cancelled this first account. I therefore went on to open the account with the correct tariff with them and this is the phone I have now. A month later (July 2018) I got charged for 2 phones! At first no one believed me and thought I was lying, and thought I was trying to get away with not paying for a phone!! Eventually after many hours on the phone and live chat, it was agreed that I would be compensated by o2 and to put in an indemnity claim for £34 for the phone cost that I was incorrectly charged.
Just when I thought the nightmare was over, 3 months later I am applying for a mortgage - everything was almost finalised - and now I have had huge trouble due to ‘bad credit’. Turns out, the account that was opened in error was never properly closed and due to the indemnity claim of £34 (which I was told to do by an advisor) was now showing as a debt.
I never received anything from o2 about being in debt to them- probably because this account has been like a needle in a haystack to even find!
After numerous phone calls again, someone has put the account to £0 and closed it. However the matter of taking this £34 ‘late payment’ off of my credit score to get a mortgage has been tricky. I have emailed the credit file referrals team however without explaining over the phone they are never going to understand this complicated story. It is ridiculous that these people can’t be phoned, and I have since been told it will take 10 working days to get a reply , then 30-60 working days for the credit to be taken off my name!!!!
This has ruined my chances of getting on the property ladder as the developer is never going to wait 3 months for me to get a mortgage - If the credit even does get wiped eventually !
I am appalled at the system. I have never had late payments in my life and to find out my credit score is ‘poor’ because of £34 is beyond a joke.
Can any managers on this site please escalate this for me or members give me advice on how to proceed. I am going to go financial Ombudsman Service with my case unless it is resolved in a more timely fashion.
