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.

[Cdge]

@MickyMord  Really sorry to hear this, it is so ridiculous when you are trying to pay it in good faith.  Totally agreed that if there’s no way to pay they need to cancel the debt and the default. Given your experience and the fact that I’ve tried a few times with no resolution I’ve gone ahead and raised a complaint via resolve so that I can refer to the ombudsman in 8 weeks if no resolution… 

[MickyMord]

@Cdge make sure that you send an email to the complaints team at o2 and you state that you want to make a complaint otherwise the ombudsmen will be reluctant to help as you need to be clear your making a complaint, I don't the same and I needed to say those words specifically in the email. 

They simply don't get how frustrating it is when your happy to settle it but they just haven't got the systems to settle it

[TyrellMccann]

@MickyMord @Cdge 

Am going through the same thing!! 

did you get anywhere ? I’ve been passed back and fourth !

2 years ago I got a third party phone which I cancelled within days ! 02 sent me a bill which I was told it was sorted … 

did a credit check for mortgage and bang massive default from 02 …. 
no one can find the account other than the amendment team who won’t touch the credit 

shocking frauds 

[MickyMord]

@TyrellMccann hi, nothing has been able to be corrected, but luckily enough I've just been accepted for a mortgage with Lloyds, they don't use any outside brokers or advisors etc so not sure if they got a bit more lienence when it comes to a communications default. 

[TyrellMccann]

@MickyMord Did you go to the ombudsman? 
That is great with your mortgage though 🙏

my fear that somehow they will pass this ‘debt’ to a recovery agency. 
It is actually crazy, I’m losing hours in a day thinking and searching. 
surely this is illegal 

[MickyMord]

@TyrellMccann I've gone to the ombudsmen but you need to specifically say in an email to o2 that you want to complain in order for them to take the case on. Luckily they didn't send mine to a debt collection company ive rung the 2 companies they used are both have never had anything for me passed to them 

[TyrellMccann]

@MickyMord @I just had a huge news I only messaged them earlier today on twitter or now “x” as it is called.

I suggest you do this same ! 
Might not be sorted but it is a huge step that someone has agreed and found the thing in 02 hah 

[MickyMord]

@TyrellMccann I'm not overly concerned as I've got a mortgage now, I did message them through instagram but they couldn't help, ive not got X so wouldn't be able to go through that channel