Old legacy account - Dafault from 2019

[MickyMord]

Hi, I'm having a big issue trying to settle an account from 2019.

no-one at o2 seems to know how to settle the account. I've made 2 payments via bacs payment as suggested by 2 people to 2 different accounts both of which o2 are saying they cant locate, I put my account number as the ref as requested and still nothing.

I've also had 4 forms filled out in order for the back office team to do a manual payment but again this never seems to happen, everyone I speak to has no idea what to suggest and I've spoken to loads of different dept from customer services to managers in the payment management team.

I've also emailed credit files, amendment team and complaints, credit file referrals just say the account is outstanding and to contact payment management but when I do they simple dont know how to settle the account other than bacs of the file via back office which hasnt work at all. complaints dept wont reply to me and the amendment team say they cant amend anything as the account is right and is still outstanding.

Has anyone every had any luck in settling an old legacy account as I feel there is literally nothing I can do nor is there anything o2 can do and they just aint bothered to get the account settled.

[MickyMord]

@maccaparker94 

Hi, i did everything i possibly could, i rung them constant, i emailed all departments, the best id probably recommend is the complaints dept, but you must state you want to make a complaint, without stating that them nor the ombudsmen will take it on.

It's a massive issue which they know about and there's no fix of paying it off so only o2 can sort it with a credit file ammendment. They've actually still not updated my credit file if that's not done by the 5th of March I'll go to the ombudsmen again and they'll escalate it further again.

[maccaparker94]

@MickyMord 

Have you received an email or anything from O2 saying they are going to remove the default? I’m convinced my default is an error as all the dates don’t match up on my credit file with 3 different credit check companies. I also spoke to someone in the payment team and they said my balance is £0 and was made £0 back in February 2024 so I don’t actually owe anything. All my mortgage advisor needs is an email from them saying they are going to remove the default and he said that will be enough for him to go to the mortgage lender with to get me the mortgage, as it’s clearly an error! 

[TyrellMccann]

So mine got updated within a week. First I spent hours on the phone to various people at 02 - customer service to billing to supposed amendment team. I was advised to raise to the amendment team via email which I did. However they said as there was still unpaid bill on my account that they couldn’t do anything until customer service removed the bill…. 
10 hours later I had gotten nowhere but stressed as the system they used to use is no longer accessible by normal agents.

Then I raised a formal complaint both via an email address I had found and also a third party site.
luckily for some reason I then messaged 02 on X. And to my shock the team responded Within a few hours  clearly saying they could see the issue and were raising this internally for the default to be removed. (I didn’t believe it) after a few days they then got back and said that it had been actioned. I also asked if the debt had been passed to external companies and they chased it up and said they could see no evidence of it being passed on.
so 100 percent I recommend going on X or creating an account to message them!!@02 

I messaged on the 9th Jan and they had it removed on the 13th. Experian updated this  and confirmed it the same day ! 

all the best with it I know how stressful and how much of a shock it is. @Mac @Cdge 

[maccaparker94]

@TyrellMccann thats great thanks so much. The strange thing for mine is that is doesn’t show as a default on Experian but it does Equifax and Transunion! It’s bizarre! 

[maccaparker94]

@TyrellMccann @MickyMord

great news. I have received an email from the amendments team at O2 saying it is an error and the default will be removed from my credit file. It will show as no late payments or missed payments and no default will be shown from O2! 

takes 48 hours to update on my credit file apparently! 

[maccaparker94]

@MickyMord @TyrellMccann already off my credit file and removed! 

[jonsie]

Excellent. Hope for everyone then!