Rather than emailing the senior management at O2 in the first instance I would suggest emailing the bods at these email addresses CreditFileReferrals AT o2.com insights AT o2.com (send to both addresses). When you phone the call centres they are not allowed to put you through to the credit file department as apparently they don't have a number for them! I received a response within in less than 5 working days and everything was resolved in 10 working days. Good luck.