O2 have wrongly decimated my credit rating

[Troywatp]

Last year I got an email saying i could get out of my contract "you have the
right to end your tariff without having to pay
an Early Termination Charge."

 this was done then 02 then took the early termination charges from my account. After months of fighting I finally got a refund in December. 
This week I have received a letter from a debt collecting agency. 02 have never once asked me for payment despite having my email address, home address and phone number. 
This has decimated my credit rating by over 400 points as apparently my payment is 5 months overdue. Two days of phone calls and I have no idea where i stand. 
Todays phone call lasted 58 minutes. My line dropped at this time while speaking to the sixth person. Not even the courtesy of a phone call back. Multiple emails to credtfilerefferals@o2.com. No reply to any

 please can you help me? 

[Troywatp]

I have now spoken to 11 different people on the phone today. All have put me through to a different department.

 I've also sent further emails to that address

 I really need help here

[Bambino · Accepted solution]

@Troywatp This is a customer community. We have no access to anyone's account. The only contact details we are given for the Credit File Referrals team is here:

creditfilereferrals@telefonica.com
Credit File Referrals Team
Suite P
Arlington Business Centre
Leeds
LS11 0NE
Fax 0113 2025865

You can try reaching O2 via social media, but I don't know if they'll be able to help:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[Troywatp]

The credit file referral email address don't bother to respond. 
is there any other way i can get in touch? 
I've also filed complaint with the financial ombudsman regarding this

[Lennamj]

Did this ever get solved?