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O2 split bill, late payment trouble, who do I complain to??

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Hi all, just having a bit of trouble with O2 after they have put me down as being a month behind in paying my bill and would like some advice please.


Ill copy the letter I have sent to the O2 complaints department below and will be interested in hearing what you guys advise I do next if they are not willing to play ball and if there is anything you believe I can do.



Dear Sir/Madam,

I am writing this letter as I believe I have received poor and in accurate information from your colleges at O2.


I called O2 after having bars placed on my account on February 3rd 2012. After speaking with a member of staff it turned out that the payment date (30th January 2012) had fallen just before my actually payday (31th January 2012) I then changed my billing forward by a couple of days so this did not happen again. By this time I did not have the whole funds to pay the £86.16 so I asked if I could pay £43.16 now and the rest on my next direct debit on 2nd of March which was agreed by the member of staff on the phone without any problems. I was also advised that I may have bars automatically added in the month by the computer and told that I could call back and just have them removed again.


I called O2 again on March 24th as bars were added again, the bars were then swiftly removed and confirmed that the direct debit would be taken on the correct date, this was confirmed back to me.


I then called O2 again on March 3rd due to bars being added again and was advised that my payment had not gone out due to it falling on a weekend and the money would come out on march 5th instead. I was then reconnected.


However on March 9th I was disconnected again when I phoned up I was told by the advisor that it was due to “bad debt” on the account. I explained that I split a bill, had an agreement in place with O2 that they had agreed. I was then told by the advisor that when I phoned back on March 24th my direct debit was cancelled by removing the bars for the second time, even though I checked that my direct debit was all in order on that particular phone call.


Now after checking my Experian credit report I have suffered a large drop in credit worthiness due to this episode as O2 have registered that I was one month behind with my account. I feel disgusted that I was not made aware of this when I originally called O2 in good faith on February 3rd. I also received incorrect and inaccurate information on my phone call to O2 on February 3rd and March 24 as I was told that my direct debit was still active and the money owed would come from that automatically.


I since paid my bill off in full on the 14th of March.


I also have an email from O2 dated March 20th stating that My account was disconnected in full and that No money is owed that I will include.


I would like my credit file rectifying to restore my credit to the level and score it was before this whole fiasco happened as I was given wholly inaccurate and incorrect information by O2 which has caused this problem.


I have sent a copy of this letter to the Information Commissioners Office (ICO) and to the Office Of Communications (OFCOM).


I look forward to your swift reply and getting this problem corrected swiftly.





So what do you guys think, do I have a case?


this was sent on the 26th of March, is there a timescale for there reply?


Any help would be much appreciated.



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Hi James.

A couple of things to do:

1. place a notice of dispute on the Experian entry.

2. Check Equifax this may appear there to.

3.You need to make a formal complaint to O2

layout all the events in order and send copies

of any evidence you have.

I do find it hard to reconsicile the drastic change

in the credit rating just for one late payment, I deal

with the CRAs on a regular basis and have never seen

any drastic changes for 1-2 late payments, could there

be other contributing matters such as a number of credit

apps in a short time leaving foot prints on the file.

Any Letters I Draft are N0T approved by CAG and no personal liability is accepted.

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Hi BRIGADIER2JCS thanks for your usefull reply. Good news, I sent the above letter 26th of march and checking my credit file and speaking to credit expert today that have confirmed that O2 have made an emergency alteration yesterday and removed the late payment and changed it to a 0!!! Bingo!!!

They have not yet changed it to closed/settled but credit expert advisor says that they will probably do that at the end of this month when they do there official update.

My score has just jumped up 155 points too which is nice.


Now I need to sort my PDUK problem and I'll be laughing. If you can have ago at helping the link is posted below.




Credit expert said that they have had a reply from there queries that I actioned and that the information is to stay but I have also launched a complaint with the FOS so will have to wait to hear what they say.


Any further help would be much appreciated.



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