O2 have stopped me getting a mortgage, by now their error!

[SamM]

my mortgage application has been refused last minute due to a default being placed on my credit account from O2.

This is down to a missed payment of £24.35 occuring 10 months AFTER i attempted to close the account over the phone.

On the 22nd of October 2020 I finalised the remaining balance of £237.60 in order to close my account with O2 after receiving poor customer service.

Following this it wasn't until April 2021 that i realised O2 was still billing me for my airtime monthly which accumulated to £100s overpaid to O2 . I therefore attempted to cancel my contract again via phone call with O2 customer services; this happened on multiple occasions until i was eventually told by an O2 agent that no more payments will be taken out of my account and my account had been closed. Due to my account being closed i lost access to logging in through the 'my o2' app and website as expected.

This inturn meant i had no access to view or pay any O2 related bills.

Fast forward to the present, i'm applying for a mortgage to buy my first home when im unexpectedly refused due to a 'default' being placed on my credit account for 5 months consecutively from O2, drastically damaging my credit file. Instantly i called O2 and i was told i have an outstanding balance of £24.35 from what was explained to be a final payment that i was supposed to pay in september. I had no possible way of knowing about this bill, no letters to my current address or emails, if anything i was owed money from O2. This has caused a tremendous amount of stress on my family and i. I paid the full amount instantly over the phone to avoid anymore disruption.

To see this matter through I'm not interested in refunding any money i'm owed but my mortgage lenders require a letter from O2 addressed to me, outlining that this is a mistake on behalf of O2 and the credit defaults shall be reversed.

I’ve got about 2 days until the estate agents will no longer wait for my mortgage application, and the deal will fall through!!

I’ve emailed credit file referrals, but with their history of slow response or no response at all I’m bricking it.

thanks for reading - Sam

[madasaf1sh · Accepted solution]

@SamM 

This isn't customer services, and removing defaults will take many weeks, and credit referrals take many days to come back to you, and might not even agree to remove the defaults, you can try messaging o2  though and see if they can help Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Have you put a notice of correction on your credit file or gone throught one of the CRA's to have it contested as that is usually a lot quicker, but still nothing will happen in 2 days. 

Also most mortgage firms don't decline for a £25 default, it sounds like they are trying to hide something else on your credit file that they don't like. 

[SamM]

Hi. Thank you for your reply. The mortgage lenders are more than likely to accept a letter from o2 stating that the defaults will be reversed. Everything else on my credit file is spot on and it indicates that o2 marked the payment as missed for 5 months in a row. They don’t see it as what it is, just missed payments. As mortgage lenders are all robots these days. It’s ridiculous.