Right to leave scam

[Wherenext]

O2 a few months ago informed there customers of mid contract price hikes and the right to leave penalty free, Email also said if you had a device plan contact customer services to carry on repaying the device off monthly.

However in my experice off around 10 phone calls this was not easy, I was informed multiple times this was the case, but O2 canceled both my airtime and device plan and demanded the full amount in my final bill.

I finally got threw to someone who set up and plan for the reminder of the balance and I was even told to make a manual payment and given bank details to send the payment, but guess what O2 denied me the repayment plan and was incorrectly told it was in the hands off a dept collection company.

I did however get O2 to agree to a repayment plan in the end paying double for 12 months but they've now flagged my credit score with a dept management plan flag which has destroyed my credit rating.

Why would o2 inform there customers that they could leave penalty free, and keep there device plan active if they have no intention of doing so and penalty being a ruined credit score.

I never asked for a dept repayment plan I just wanted to keep repaying the device plan as originally agreed like the email and customer services agents informed me I could do, can O2 remove this flag from my credit rating as this was a O2 error not mine.

[MI5]

@Wherenext 

O2 failed to inform their customer service agents and put adequate systems in place to meet that part of their obligation.

Rest assured that they will get the price rise sorted correctly, next month, though.

You will need to email the amendments team in the first instance, but if that fails, a complaint as a las resort.

The email address is creditfilereferrals@telefonica.com

Or you can write or fax them:

Credit File Referrals Team

Suite P

Arlington Business Centre

Leeds

LS11 0NE

Fax 0113 2025865

make a complaint

Customer Complaints Code

[pgn]

This is a customer forum, @Wherenext - not O2 - so you are going to have to go back to O2 to get this addressed Guide: How to find help & contact O2 has all the ways to reach them.

Also: e-mail address for O2 Credit File Referrals, as you may already know, is creditfilereferrals@telefonica.com or amendmentteam@o2.com 

Or you can write to them or fax them::-

Credit File Referrals Team

Suite P

Arlington Business Centre

Leeds

LS11 0NE

Fax 0113 2025865

Meantime, reach out to one or two of the CRAs to put a flag on the transaction, that way anyone referencing it for any reason will either ignore it or will have to refer to O2 to get detail on the issue:

https://www.capitalone.com/learn-grow/money-management/three-credit-bureaus/

Good luck!

[MI5]

@Wherenext 

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

[Dave-O2]

Afternoon @Wherenext 

If this is still ongoing, can you please dop me a PM with some further details.

Thanks.

[pgn]

As already noted in reply already given about referring of queries to O2 by flagging the default.

[Wherenext]

Had a response from the credit referrals team, they informed me to get in touch with the payment management team to raise this, however when I rang them I could not be transferred to them via customers services as it appears my repayment plan has been settled and I no longer owe anything, this debt O2 put me in has vanished, but yet still got a text from O2 to make a first payment by 06/03/25 if I can't make a payment as the make a payment button is greyed out, this will no doubt go down as a missed payment further ruining my credit score, I don't believe this repayment plan has just magically vanished,, CS said they could not put this in writing but to go to a O2 store?? 

[MI5]

@Wherenext 

Pointless going in store as they can't do anything.

@Dave-O2 has offered help above. I'd recommend taking him up on this.

[Wherenext]

Thanks for all the advice I have already PMd @Dave-O2 

[MI5]

👍