Dispute regarding fraudulent charges and AR marking on my O2 account

[Willefe]

Dear O2 Customer Service,

I am writing to formally dispute a fraudulent charge that occurred on my O2 mobile account and to express concern about the unjust Application of an AR (Arrangement to Pay) marker on my credit file.

In November 2024, I received a bill that was significantly higher than my usual monthly charge. Upon reviewing the bill and checking my SMS notifications, I discovered unauthorized transactions made via my O2 mobile number. I immediately contacted O2 to report the issue and was advised to reach out to the third-party provider involved in the charges—Boku/Sony.

Following my communication with Boku/Sony, the issue was acknowledged as fraudulent and a refund was processed back to my O2 account. In December, I noticed my bill was lower than usual and reasonably assumed the refund had been correctly applied.

However, I recently checked my credit file and was shocked to find an AR marker recorded against my account. I contacted O2 again and was informed that the refund was not received, and no further investigation had been carried out by O2 before placing the AR marker. O2 doesn't seem to be concerned about customers, just as much as they care about bill payment. 

I find this extremely concerning. Not only was I a victim of fraud, but I also took all necessary steps to resolve the issue promptly. It is unacceptable that O2 failed to follow up adequately or verify the details before impacting my credit profile.

I am requesting the following :

1. A thorough investigation into the fraudulent charge and confirmation of whether O2 received the refund from Boku/Sony.
2. Immediate removal of the AR marker from my credit file, as it is based on a charge that I rightfully disputed and did not authorize.
3. A written confirmation of the outcome of the investigation and any corrective steps taken.

Please treat this matter with urgency. I would appreciate an urgent response, as this has affected my credit reputation through no fault of mine.

Attached screeshoot of my communication with third party network.

Sincerely,

[MI5]

@Willefe 

This is a customer community so O2 won't see this.

Official complaints route here make a complaint

Customer Complaints Code

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

[jonsie]

Can't see a screenshot?

If there was no refund from Boku then it's highly doubtful O2 would investigate further

They are a third party and if fraudulent then I would expect O2 to reimburse your account

Just because you may have unknowingly clicked a link doesn't make those charges fraudulent

You need to speak with payment management about the charges and ask them to refund you

Then you can get your credit file sorted out

As things stand at the moment the texts are between you and Boku and the default on your credit file was correctly applied

Easy for O2 to put the marker on but trying to get them to remove it is extremely difficult