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Default from Lowell after moving from o2

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Hi guys,


Going to try keep this short.



in November 2014 I started looking at upgrading my phone as it was playing up.

O2 couldn't offer me a suitable deal.

So I moved to 3 in December 2015.


When I got my PAC code and told o2 that I was moving

they said any remaining monies would be taken from my account.

That's what happened with my broadband account as I moved them both at the same time.


Fast forward a year later I get a call from Lowell saying am I aware of a debt that's owed to o2.

I told them not because I moved over a year ago and have had not contact from o2 since, only emails entitled,

"Your monthly bill" and when I open them it simply states there's nothing to pay this month.


Lowell got back to me saying that they contacted o2 and the debt was still outstanding.

I then contacted o2 my self to make sure it wasn't a [problem] or anything

and was shocked when they told me I still owed. I instantly paid the £154.


As I'm sorting out a mortgage I decided to check my credit file

and to my amazement there's a default on there from Lowell but no mention of o2.


Ive had email contact with o2 referrals team but they are hopeless.

They gave me a number to ring to get a refund and said I must pay Lowell directly.

I have phoned them yet, I wanted to ask her first for advice.


I'd be wary of o2. I've been there for 10 years, if there was money owed, they could've wrote, emailed or phoned.


What to do now??

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never ever phone them

they'll fleece you blind


Lowell cannot enter defaults on your file

it would have been o2 that did this

before they sold the debt to lowells.


when that happens

their name replaces that of the original company

hence the default and their name.


have you got proof that o2 stated there was nothing more to pay

all that time ago?



paying this debt WILL NOT

remove the default.

so get your moneyback

and give us some answers.







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Thank you for respodong dx100uk.


I have a few of those emails that's within the same time as when o2 would've sold the debt.


So you recommend getting a refund from o2? What do i do next?


O2 credit file referals team, specifically a person named Irfan. basically said "bug off and stop emailing us" - they aren't will to hear what my side.

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Write to o2, demand to know whats going on and why an accoutn with no outstanding monies was sold to a DCA. Email it to the CEO. Not the CS department.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..



If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks


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Just spoke back to o2 who says they can't refund the money owed? And that I did pay it?? Feels like I'm going round in circles here

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Hi. Please don't ring them unless you are recording the call. Many customer services staff do not fully understand the complexities when something goes wrong.


While this will take longer, I feel you should be writing to them ensuring you head the letter Formal Complaint. O2 are then restricted to 8 weeks to resolve this to your satisfaction before you can escalate the case to the Telecoms Ombudsman. (or even earlier if they reject your complaint before that time)


Have they said how this debt became due?

Did you use the PAC code? (If not then the account would have continued)

Did you cancel the direct debit immediately upon leaving O2? (If yes then it is likely there were some call charges not collected)


Why did they not inform you of the debt? Have they told you?


As your bills stated nothing to owe then something has gone wrong. I suggest sending O2 a SAR to get all of the account info when you may be able to see what has gone wrong.


As for the default, with telecoms companies, they do this regularly (just look at Vodafone) O2 would have placed the original default and when Lowell bought this debt, they would have replaced the name O2 with their own which is why yours shows this. I would challenge this with O2 and the Ombudsman if it gets that far.


For ease, this is their details


Telefónica UK Limited



260 Bath Road,



SL1 4DX,

United Kingdom.


I would send this by signed for delivery to ensure they receive it and also cannot deny they have received it.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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O2 claim to have sent me emails and letters, non of which i received. Ive just checked my credit file and the entry seems to have disappeared?? How likely is it that they've removed it?


I did get onto lowell direct and tbh, the lady that responded for the CEO was very helpful.


Ive also checked last months credit file and its on there, but its not on the most recent. How likely is it that it appears back on there?


Thank you silverfox. I will get onto that - but i will hold out and see if this credit mark comes back.

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Just to add, ive check my file for 26th april 2016 and the mark was on there, it appears it was removed yesterday/today?

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