O2 - Account difficulties

[loothapub]

I have 11 contracts with O2 in both business and personal. In Oct 2006 I took out a 18 month O2 contract but then reduced to 12 months within the 12 day cooling off period.

The contract ran until what I thought was its conclusion 12 months later when funnily enough the bills stopped also, I didnt think anything more of it until in March this year I obtained a copy of my Credit report from Experian which showed a £476 default on this account.

Since then I have communicated by phone by email by fax etc etc with all copies kept in an attempt to get this default removed and the situation rectified. O2 state tey haveno record of me changing it back to a 12 month contract and state therefore I am being charged for the extra 6 months.

Yesterday I received a call from the O2 Customer Review team stating that they would not remove the default however would credit the account so the balance would be nil as a goodwill gesture ??

I have in previous correspondend dated 17th June 2008 requested a copy of the default notice as I never received any correspondence at all from them after the 12 months of the contract including any bills for a so called 18 month contract. The phone itself was not used for a considerable time before the 12 month contract would of ended.

Obviously this default on my Credit File means I cannot do anything financially.

Any advice or help would be appreciated

[locutus]

Here is your homework for today

car2403 -v- o2 (& Wescot DCA)(Default removal)

Just about every aspect of O2 and defaults is covered in that thread. You will see how much support is out there if you decide to litigate/fight this default.

good luck!

[loothapub]

Im not entirely sure the circumstances outlined in the thread you list will apply to me ?

My contention is that I had a 12 month contract whereas O2 state I had an 18 month contract. This is a dispute and O2 state that they do not have anything recorded in my favour !!!!!!

I have not received any letters, bills etc since the 12 month contract would of been terminated Oct 2007 and in addition you would think that if the debt did exist legitimately then O2 would of passed it to a debt collection agency such as the one mentioned Wescot - again no correspondence from them at all.

As I said earlier O2 Customer Review Team have now closed the account and zeroed the balance but the default still remains !

Do I go along the lines of the normal 28 days request for the default notice ? or where do I start with this to get it removed ?

[installspark]

Originally Posted by loothapub

I have 11 contracts with O2 in both business and personal. In Oct 2006 I took out a 18 month O2 contract but then reduced to 12 months within the 12 day cooling off period.

The contract ran until what I thought was its conclusion 12 months later when funnily enough the bills stopped also, I didnt think anything more of it until in March this year I obtained a copy of my Credit report from Experian which showed a £476 default on this account.

Since then I have communicated by phone by email by fax etc etc with all copies kept in an attempt to get this default removed and the situation rectified. O2 state tey haveno record of me changing it back to a 12 month contract and state therefore I am being charged for the extra 6 months.

Yesterday I received a call from the O2 Customer Review team stating that they would not remove the default however would credit the account so the balance would be nil as a goodwill gesture ??

I have in previous correspondend dated 17th June 2008 requested a copy of the default notice as I never received any correspondence at all from them after the 12 months of the contract including any bills for a so called 18 month contract. The phone itself was not used for a considerable time before the 12 month contract would of ended.

Obviously this default on my Credit File means I cannot do anything financially.

Any advice or help would be appreciated

Firstly, do you have any proof that the contract was changed to a 12 month term back in 2006, or was it done verbally over the phone?

At the end of the contract term, be it 12 or 18 month, the account is not automatically terminated but renews on a 30 day rolling basis. However, unless you specifically requested the account to be terminated, there is cause for concern as to why the billing suddenly stopped. From your post I presume that no reminders were received as well.

As you are already dealing with the complaints review service, and thereby following the correct complaints procedure, I would request them to provide a deadlock letter in order that you may take your complaint to Otelo, or if you have been dealing with complaints review service for 12 weeks or more you can take the complaint to Otelo without the deadlock letter.

Should Otelo rule in your favour, they have the power to order o2 to remove any adverse information from your credit files, and o2 get 28 days in which to comply.

[loothapub]

Originally Posted by installspark

Firstly, do you have any proof that the contract was changed to a 12 month term back in 2006, or was it done verbally over the phone?

At the end of the contract term, be it 12 or 18 month, the account is not automatically terminated but renews on a 30 day rolling basis. However, unless you specifically requested the account to be terminated, there is cause for concern as to why the billing suddenly stopped. From your post I presume that no reminders were received as well.

As you are already dealing with the complaints review service, and thereby following the correct complaints procedure, I would request them to provide a deadlock letter in order that you may take your complaint to Otelo, or if you have been dealing with complaints review service for 12 weeks or more you can take the complaint to Otelo without the deadlock letter.

Should Otelo rule in your favour, they have the power to order o2 to remove any adverse information from your credit files, and o2 get 28 days in which to comply.

Unfortunately I dont have any proof that the contract was changed to a 12 month contract - thats the problem I have.

But I havent had any bills, correspondence or default notices issued either ?

[installspark]

I would take the complaint to Otelo, o2 do not hold recordings of calls for more than 6 months.

Otelo will use the balance of probabilities to decide an outcome in this case, which give a very strong likelihood of them ruling in your favour, especially as not bills etc have been received.