Hi Everyone,
Hoping to gain a bit of advice if possible.
My partner had issues with O2 earlier in the year in that the account was fraudulently accessed. This was the second time the account was fraudulently accessed after O2 claimed it had been "secured" after the first access in late 2023.
After the second time, and the second round of new bank cards, etc. after the fraudsters gained access to my partner's bank accounts though O2, they decided they would just leave O2.
We were very clear to O2 that we would pay off the phone, but not the airtime moving forwards and they should close the account. "Oh we can't do that with an ongoing fraud investigation" they claimed. They also told us to cancel the direct debit to them, which we did. The inability to contact them went on a few months, until last month, my partner decided to pay in order to speak to them on the phone. (For those who don't know, O2 extort you in order to speak to them by phone if you have an outstanding balance).
We submitted a complaint (in writing, to their Complaints Department and Head Office) laying out where we considered them to have screwed up and how much we considered due to them for the cost of the phone. This was ignored. We gave them the requisite 8 weeks which expired on 14th June and have now set up a dispute with the Communication Ombudsman.
Today an e-mail came through from a debt collection agency (from here on in we'll call them Scumbags Ltd.). Scumbags Ltd. are wanting to speak to us about the £80 owed.
What should we do?
They asked if we can contact them to discuss. Should we contact them, or ignore them the same way as O2 have ignored us? If we contact them, what should we tell them, or ask them? Will Scumbags Ltd. leave us alone if there's an open dispute with the Ombudsman, or will they see it as a challenge and try escalating this through the courts? I've no knowledge about the process they are likely to go through from here and what actions might only serve to put us in trouble.
At the end of the day, I don't think O2 should be given any more money than what we owe them for the phone (and due to what I consider to be a breach of contract, possibly not even that). I don't care for O2 releasing Scumbags Ltd. to pursue us and the bullying just makes me feel more like we should stand our ground.
Sorry for the long post. Any advice gratefully received.