I had a similar problem with O2 entering incorrect information on my credit report. It resulted in my remortgage being delayed and incurring interest at a high SVR.

Back in 2005 I finished my contract with O2 and was given incorrect information on my termination date. They gave me £30 as goodwill. The £30 goodwill credit mysteriously became an unpaid bill. For 3 years O2 were informing credit agencies of my “default” without sending me an invoice, statement or default notice.

It took approximately a month to remove O2 default notice from credit report at Experian. I must have made 20 phone calls and 10 letters / emails. CreditFileReferrals AT o2.com insights AT o2.com I generally received a response within in less than 5 working days.

I put two separate complaints into O2 one to receive money for my Experian subscription and more importantly for the additional mortgage interest that I incurred. The complaints department at O2 tried to fob me off by saying financial loss isn’t recoverable under O2 contract T&C’s and incredibly that because O2 has x million customers it couldn’t possibly keep proper paperwork for all of them. He also said that they didn’t have copies of documents (i.e. invoices and default notices) going back 3 years (even though for VAT purposes they must keep for longer). I stated it was a requirement of consumer law that O2 must provide me with a signed as certified true copy of the original default notice. He said I was incorrect. I requested to speak to his supervisor who apparently was busy at the time. 10mins later he called me back to say he would be crediting my account with the amount I requested for additional interest. I have had no apology or explanation why this happened though I did receive the money into my account within 5 working days! I will have to keep an eye on my credit report to see how this gesture of goodwill has been treated…