Default Removal

[Jowif]

I was wondering if someone would be able to help or give advice

my partner tried to cancel her o2 contract but was having issues and after we thought it was resolved they sent a bill for what we thought was them trying to bill for uses after it was cancelled. a dispute was raised for this and that was the last we heard for awhile.

We are currently in the process of trying to apply for a mortgage and when it was denied we found that o2 had put a default on my partners credit for the previous payment and this was the first time we heard about it due to o2 having outdated contact information for my partner.

After being told by the call advisor that we cant raise a complain as the account was closed we eventually managed to raise one and after speaking with the complaints team we was advised that the bill was in fact a cancellation fee instead however this was the first we had heard of this. We agreed that we would pay this if the default could be removed which was agreed with the complaints advisor and that it'd be removed in 15 to 30 days

its now been just over 30 days and so we called up again today and the advisor we spoke too told us that the issue with the default had been resolved now and to email amendmentteam@o2.com and they would be able to remove that for it however the amendment team have just replied to us and told us that they cant remove the default as its filed correctly.

We don't know what else to even try anymore and was hoping someone would be able to help or provided any suggestions.

Thanks, Joe

[jonsie]

O2 are required legally to record any defaults on the account

It would seem that the default has been correctly applied

I think your only argument against them would be if they failed to notify you of an outstanding payment

This is exactly why it's never wise to cancel a direct debit until the finall has been produced

[MI5]

@Jowif 

You need to add a notice of correction to your credit file.

This will put doubt into the validity of the default and the credit agencies will be forced to question O2 about it.

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

[Jowif]

Yeah i get that which is why we raised the complaint in the first place and was told that if we pay it off then they would remove it for us but as it currently stands we are being told by some that its fine and we can get it removed and by others that this is now not true. We now cant get a straight answer and they keep passing us around

[Jowif]

Okay thanks we have just raised that with them now