Deadlock letter

[Faye87]

Hi, my issue has been going on since March last year. O2 wrongfully cancelled my device plan (closed the account) and sent me a final bill which I couldn’t afford. I made lots of attempts to fix this but long story short it I ended up, despite an o2 agent telling me it was all sorted and not to worry, getting my debt chased by Moorcroft debt collectors. MC helped me get my account notes and call recordings back which proved O2 were at fault. But O2 don’t care! They have wiped my debt with Moorcroft now which to me is admission of guilt! But what about the damaged this has caused to my credit file?! What about all the anxiety and stress?!  I have requested a deadlock letter multiple times but O2 lie about it, tell me it’s done and I’ll receive it soon but it never comes! Where do I stand with this? It’s approaching 8 weeks since my first ‘written’ complaint to them which frees me to go to the Financial Ombudsman, but I want this sorted now. I am beyond upset about this. It’s taking over my life and I just can’t believe a company like this can treat people so badly. I have all the evidence to prove their wrong doing. But no accountability from O2, no apology (apart from the generic ones the call handlers give you because it’s on their script!). I want to leave O2 and this is the outcome I am hoping for from the ombudsman. If not, I believe I could take legal action. Has anyone got any experience of this? Did you win?

[Enlli]

Not sure if anyone on presently on the forum has had experience, although we long term members have seen similar.

Complaints seem to be taking at least eight weeks now.

However, with all the evidence you possess I would think the Financial Ombudsman would take on the case.

Have you had a chat with them to see if this is possible?

[MI5]

@Faye87 

You need to add a notice of correction to your credit file which forces O2 to respond.

https://www.experian.co.uk/consumer/guides/notice-of-correction.html

[jonsie]

A few customers on here have had a favourable outcome taking O2 to Ofcom with a deadlock letter

Good luck with this

[Oxonian]

You are talking about escalating your complaint to the Ombudsman @Faye87, but to do that effectively, you need to be absolutely clear as to why you are doing it - what are your objectives ?

O2 have wiped your debt ; you have been given guidance by @MI5 about getting your credit file corrected. Once eight weeks have elapsed, you can escalate to the Ombudsman without a final position - deadlock - letter and we can guide you on this, but before we embark on this, you need to be completely clear as to what you are trying to achieve. 👍    

[Faye87]

Hi, thanks for your reply! I have spoken to the financial ombudsman and yeah they have said they can take on my case but they told me I needed the deadlock letter. The last time I requested this from O2 I was assured it was done and would be treated as a priority and I would get it in 3-5 working days. 1 week goes by and they told me that would take 5-7 working days. So I waited again and nothing comes. I phoned up again and they told me there was no request for a deadlock letter in my account! It’s just a shambles. 

[Faye87]

Thank you for your tip! I didn’t know you could do that so I will try that next! 

[Faye87]

Oh brilliant! Thank you for this! I will contacting ofcom ! 

[Oxonian]

Please see @Faye87 :-

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.

Hence, you have to wait eight weeks before referring your complaint to the Ombudsman if you do not have a final position - deadlock - letter. 👍

[jonsie]

Faye, you say O2 wiped your debt with Moorcroft

Did they then set up a payment plan for the phone or did they wipe the debt completely?

I would say you have a strong case to leave O2 without penalty so I hope this gets sorted as soon as possible for you