Airtime only sms - Loan

[LeeDavies]

Why are you listing my airtime plan as a loan and listing it as such on my credit report. When paying your handset off, this monthly payment is classed as a loan, your airtime plan is not a loan.

My handset has been paid off for quite some time (over six months).   I now have an sms airtime only 12 month plan. This is not a loan and should not appear as such on my credit report, it has only just appeared as a loan over six months later.  Explain please

[gmarkj]

This is a community for o2 customers @LeeDavies , so we cannot see or make any changes to your account.

You need to speak to o2 customer services, either by calling 202 or 0344 809 202.

Best time to calls is 8am.

Alternatively you can message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

[LeeDavies]

I’ve sent a message to 02 customer service but they failed to respond.  I’ve had repeated issues with their customer service and it’s too much of a painful experience.  I’ve therefore raised a dispute with Resolver and Clear Score for them to investigate 02 independently.

[Oxonian]

@LeeDavies 

I would be surprised if your complaint is upheld. This article suggests that an airtime plan can be checked with a credit reference agency :-

Affordability in telecoms: creating an affordable future for consumers - Experian UK

https://www.experian.co.uk/blogs/latest-thinking/automated-credit-decisions/affordability-in-telecom...

Do please post the outcome as this is a complex area on which questions seem to arise regularly.