Urgent Help: Default on Credit Score

[LaurenBarry]

I know there's been several posts on the forum regarding this but am desperate for help so wanted to see if ANYONE could help me. 

I am in the process of buying a new house and having checked my credit score online, I was horrified to see that I have been incorrectly given a black mark on my account from an o2 contract which was taken out in April 2016.

I have been a loyal o2 business customer for almost 10 years and when my contract was due for renewal last year, I was told I could no longer renew my account so I had to take an o2 consumer contract. I did this but immediately cancelled and returned the phone to 02 as this original information had been given to me in error and o2 advised that I could indeed continue with my business contract.

The o2 consumer contract was cancelled and the handset returned to o2 within a few days (well before the limit) – all of which is detailed on the system. I spoke to o2 several times and was advised that an outstanding payment on the contract would be credited back to £0 and the matter was closed. The whole time I also had my o2 business contract in place which has always been paid in full every month.

I have just spoken with the o2 consumer contracts team who said the outstanding payment was still incorrectly showing on my account, hence why I was given a default on my account. They confirmed that this was a system error on o2’s part and that my account has now been credited to show that there is no outstanding amount. 

I have sent all of the above information to the creditfilereferrals@o2.com email but have received an automated message to say that it could take up to 10 days for them to get back to me. I am due to exchange contracts on our house and am worried sick that we might lose the house unless its fixed - does anyone have ANY experience on what I can do to get this put through as a matter of urgency?

I've seen messages on here stating that it can take months to get a response but I'm at risk of losing my home if this is not sorted ASAP! 😞 

Any help would be really appreciated

Thanks

Lauren 

[LaurenBarry]

I know there's been several posts on the forum regarding this but am desperate for help so wanted to see if ANYONE could help me. 

I am in the process of buying a new house and having checked my credit score online, I was horrified to see that I have been incorrectly given a black mark on my account from an o2 contract which was taken out in April 2016.

I have been a loyal o2 business customer for almost 10 years and when my contract was due for renewal last year, I was told I could no longer renew my account so I had to take an o2 consumer contract. I did this but immediately cancelled and returned the phone to 02 as this original information had been given to me in error and o2 advised that I could indeed continue with my business contract.

The o2 consumer contract was cancelled and the handset returned to o2 within a few days (well before the limit) – all of which is detailed on the system. I spoke to o2 several times and was advised that an outstanding payment on the contract would be credited back to £0 and the matter was closed. The whole time I also had my o2 business contract in place which has always been paid in full every month.

I have just spoken with the o2 consumer contracts team who said the outstanding payment was still incorrectly showing on my account, hence why I was given a default on my account. They confirmed that this was a system error on o2’s part and that my account has now been credited to show that there is no outstanding amount. 

I have sent all of the above information to the creditfilereferrals@o2.com email but have received an automated message to say that it could take up to 10 days for them to get back to me. I am due to exchange contracts on our house and am worried sick that we might lose the house unless its fixed - does anyone have ANY experience on what I can do to get this put through as a matter of urgency?

I've seen messages on here stating that it can take months to get a response but I'm at risk of losing my home if this is not sorted ASAP! 😞 

Any help would be really appreciated

Thanks

Lauren 

[LaurenBarry]

Thank you - will have read through all of this now

[Curr946]

If O2 are not issuing default notices they are in breach of the Consumer Credit Act.

Here's an extract: A default notice is a formal letter which is usually sent after three to six missed payments. They can only be issued for debts that are regulated by the Consumer Credit Act.

Therefore, if no notice was given then the debt technically isn't covered by the act and therefore not reportable to the credit reference agencies.

[MI5]

I assume the airtime portion of refresh isn't classed as "credit" ?

[Curr946]

Thats my point, and if thats the case, any outstanding debt shouldnt be recorded on a "credit" file.

[MI5]

That's what I thought you meant.......