[quote TakeYourFinalPosition]@Christoncrutches What is the issue for the mortgage provider?
Is it the missed payment that's showing; or is there a fraud marker from O2?
The former should be able to be resolved, although O2 will need to investigate and then update his credit file, and that can take a month. In that case, he'd be best placed to plead with them to expedite the investigation, and as soon as you reach the stage that they agree that the account was fraudulent, get them to write a headed letter confirming that, which might be enough for the mortgage provider.
If they've already agreed that it's fraud and he has a CIFAS marker, it'll be harder to get that removed - it might then be working with the mortgage provider to find what they need to feel reassured.
This happened to me LOADS a few years ago. It started with O2 accounts, then catalogue accounts, and finally a sub-prime credit card and a British Gas account. 80% got closed okay, although it took an age, one of the catalogue accounts and the credit card have been a nightmare and I'm basically at the point of just having to wait for them to drop off my file. It's horrendous and you have my sympathies![/quote]
@TakeYourFinalPosition - god, think I just reported your post trying to respond - if you get a message from MN, that's why! I blame a morning of dealing with O2 - has fried my brain entirely...
Thanks for sharing your story - sounds like we'll need to be vigilant moving forward!
The mortgage lender just said there's a note that there is an unpaid debt of £30 on his record and can we explain it. We've explained and she's asked for any evidence we can provide that it's being investigated as a fraud.
So, I'm guessing there isn't yet a CIFAS marker. We're now in limbo waiting to hear from fraud team, who haven't responded to an email we sent in June - today's call to customer services has apparently escalated that and we should hear from fraud dept in 48 hours. We can't even get an email, so not sure we'll manage to get a headed letter. Customer services won't send an email because of data protection - he can't answer the security questions for the account because he didn't set it up, so they can't send an email - only fraud dept can.
Utter nightmare.
We've sent our initial email and an online chat which we screengrabbed - OH also recorded the telephone call out of desperation (we googled it and apparently not illegal to do so, so we thought why not!). Waiting to hear back from mortgage provider so they can tell us what needs to happen next. Calling complaints this afternoon to try to get a manager to deal with this - in meantime trying to get someone from Executive Relations team.
Running out of options!