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.

[MI5]

@MickyMord 

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X)  (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Note that defaults only remain for 6 years so will soon be gone anyway.

[jonsie]

Perhaps request a SAR from O2

That holds all the information O2 have on file

I would hope it shows up on there

It's also free 

How to request your personal data – Help and Support | O2

[Oxonian]

If the complaints' team have ignored you @MickyMord, a further avenue for you to consider would be to escalate your complaint to the Ombudsman :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

I would be inclined to regard that as a last resort, but it is a potential avenue if all else fails ! 👍  

[madasaf1sh]

If the account is defaulted from 2019, then it will have been sold to a Debt Collection agency, I would try Moorcroft @MickyMord  

So paying o2 could be futile...

[MickyMord]

Hi, ive contacted the 2 companies of which o2 sends the debts to and both have confirmed they've never had this sent over to them. O2 write the debt off in 2022 with the cross over with virgin. Literally seems impossible to pay this off and o2 don't know what to suggest them selves.

[Oxonian]

You @MickyMord have three different ways forward suggested to you above. Please let us know what you decide to do and what is the outcome. 👍 

[MickyMord]

1st option Sar - basically just says how much i owe, which i already know i just want to settle it and have been trying for the past few months.

2nd option is the ombudsmen which ive contacted and because i didnt actually state i want to make a complaint in my first email they said id need to do this and wait another 8 weeks which im now on my 6th week and waiting.

3rd option the debt collection agency ive been in contact with the 2 companies that they use and both have never had anything for myself, o2 have never actually sent the debt out, just writ it off internally in 2022 with the migration with o2.

so ive already done all 3 ways suggested and im still none the wiser on how to settle this account.

[Cdge]

@MickyMord did you ever manage to resolve this? I am having a similar issue and it’s so stressful! I’ve called 3 times now and they’ve taken my card details to populate a form and make payment but no monies ever come out! Thanks in advance 

[MickyMord]

@Cdge hi, no nothing got sorted with this. I also gave my details 4 separate times and also paid 2 bacs payments to them which they still can't locate, but this is still unsettle. I've had a call from the complaints team to say there's no physical way of paying off the account because it's on the old system. Which I personally think is an error on their end and should therefore remove the file. The one week i spent a total of 20hrs on the phone to them ive got the call recordings of them saying theyll take it off my file but now they wont, creditfilereferrals just keep saying its outstanding, its all a joke to them and no one actually knows what to do with it