O2 ruined my credit score / ombudsman

[Some]

So I’ve posted on here before (about 6 weeks ago) when I realised O2 had ruined my credit score. They keep saying I’m missing payments of £5.80 on my credit score file each month. This all started when I swapped from their old system to new system. 

I received an email for a final payment reminder email back in April which was the first I had heard I owed £5.80. I phoned the following day after receiving this email and complained how they can only send one email and threaten you if you don’t pay. The lady confirmed by email they’ll pay the £5.80 and it wouldn’t affect my credit score. She didn’t action what was needed to be done and now each month on my credit score it’s saying I missed a payment. My score went from excellent to poor and I’m furious.

I have called 02 and spent hours and hours on the phone, literally no one will help and all incompetent. Margaret Aitken Was meant to get back to me once resolved it, never did. Another lady was meant to get back to me and didn’t. Twice mangers were meant to call me back and didn’t. I’ve emailed numerous complaints to the complaints department and credit file email address. Not one response from them. 

All of a sudden on phone calls to the 360 department they wanted to send me an email with verification code to get through security to then help me. Usually they’d ask a security question. Anyway I wouldn’t receive the email and they’d say they couldn’t talk to me anymore. Turns out they had the wrong email address on their system, which is very strange.

I then had to go to an 02 shop as the people on the phone said I need to get verified in store. When I was in the store I had to call O2 customer service and when I was at the point where I was asked to be sent an email with verification code on I then passed the phone over to the guy in the shop to verify it was me. And now I’m verified the guy couldn’t change the incorrect email address on his system so still can’t get passed security. He was meant to call back two days ago but didn’t. I don’t believe this and I so angry that no one can resolve my issue. They keep saying they’re actioning things but don’t. 

I can’t wait for the 8 weeks to be up from my first complaint with them to then seek help with financial ombudsman. I need this sorting asap as I need a loan but with my credit score so bad I can’t even attempt it. 

I can’t stand 02 and just want to leave them and post wherever I can about them as it’s disgusting how they treat you. Their trust pilot reviews are horrendous too.

[MI5]

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@Astro wrote:

Mr Evans you mean….yes I emailed him and a few others …you never know ..anything is worth a try 

thank you 

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Mark Evans has not been the CEO since June 2021

[Oxonian]

@MI5 

Are you going to give a clue please as to who the current CEO is ?

It can sometimes be difficult to distinguish obsolete information from what is up to date when searching online. 

[jonsie]

Virgin Media O2 | Our leadership team

[Oxonian]

Thanks @jonsie !

I am sure that @Astro and @Some will find that useful. 

[Astro]

Today I received a response from o2 via the resolver website which I have discovered they don’t reply too the website and will only call you from the complaints team ..

[Oxonian]

@Astro 

Was the response received constructive ?

Was it what you hoped for ? 

[Astro]

They would look at my credit recorded …6 defaults recorded down by how many points 

compensation for 14 months of stress harassment from debt collectors spent 30hr on phone over 14 months trying to rectify this admitted liability

offered me ….£150 or 0.35pence per day ….dissatisfied 

[32buddy]

I'm in a similar boat paid them over 2k in dd for phone I've not seen in five years. Won't talk to to me as I can pass security password . I've stopped the dd but now o2 are emailing me to set up a new one .I've spent days trying to sort it. Don't know where to turn ????

[Oxonian]

@32buddy 

So am I understanding correctly ; you have been paying a DD for five years for an airtime contract for a 'phone that you haven't got ? 

[Oxonian]

@32buddy 

I have been thinking further about your predicament. It is hard to be definitive as what you have told us is sketchy but here are a few things for you to consider. 

You refer to ".....phone I've not seen in five years". Did you sell it, lose it, give it away or was it stolen ? You might wish to consider :-

Guide: Lost or Stolen O2 Device? - How to Report it 

Did you cancel the contract five years ago ? If you didn't, you might wish to look at :-

Guide: Cancelling Your Contract 

If you did cancel your contract five years ago and O2 have continued to take payment, then you might well be able to seek a refund. However, if you didn't cancel, there are a wide range of possibilities, including the fact that someone else - the buyer, the finder, the thief - might have been using the 'phone on a daily basis for the last five years. Alternatively, it might have sat in a drawer, unused and unloved, throughout that five year period. 

I have a few ideas about how you could approach this to maybe seek some modest recompense from O2 on an ex-gratia basis. However, I or any other Community member would need to know far more facts before being able to offer you further and more specific advice.

Please let us know precisely what happened five years ago - how did you get into this predicament ?