Old o2 account showing up in credit report as owing £400+

[hfix]

I've been trying to get to the bottom of this and wondered if anyone else had any success with getting o2 to clear down an old account.

The old account in question was set up but then closed down within the 14-day cooling-off period. I then started to get requests for the full amount of the contract (£400), I contacted o2 and the amount was then waived and the account was shut down, or so I thought. I then start getting default notices on my credit report due to an unpaid bill of the same amount. I've not called o2 a few times to try and get this sorted but it seems to be referred on to someone else and it never seems to be sorted.

Anyone got any ideas of how I could get this sorted? It's starting to take up a lot of my time

[MI5]

@hfix 

Contact details:

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

[hfix]

Thanks for the reply, I've contacted them previously and they sent me back to customer services stating that the money was still showing as owing and they needed to clear it. I've called customer services a number of times now but the issue always seems to need someone to sign it off. I then get told I'll get a response in a couple of days. Never get a response and I have to call again.

I was hoping someone may know a more direct number to escalate or get a proper response.

 

[Bsm1]

Hi there,

I had the exact same issue and unfortunately the only way I managed to clear it was to take the case to the communications ombudsman.

I cancelled within the 14 day cool off period and was still charged with a £500+ bill for the device which I had already returned. It’s taken 4 months to clear the charge on my account following numerous promised call backs that didn’t happen, shoddy customer service and letters and emails threatening to send debt collectors to my home. O2 unfortunately do not have the organisation to pull together the necessary people to clear these kinds of charges so I fully recommend putting in a formal complaint and then taking the complaint to a third party. It’s the only way I got them to do anything!