O2 UK Limited review: Being charged for a mobile phone that I never received, and this non payment being added as a default to my credit score

Complaint ref: C-190326586 CRF _A033487
I ordered a mobile March 2024, the package arrived and the courier company took a photo of my husband receiving it. When the package was opened the box was empty, we immediately contacted both the courier company who stated that we would need to contact O2. For over a year I spent hours on the phone to O2, reiterating that the device was never received. I was contacted by debt collectors who agreed that with me and they notified O2 of this. After about 18 months the letters for demand of payments stopped. Earlier this year I wanted to re-mortgage there was no problem with my application but a credit check showed that O2 had added a default payment of £1466.00 on 1.7.25, I was absolutely horrified especially as I had not been notified of this. Another few weeks of phone calls resulted in receiving an email dated 19.3.26 from O2 stating that as it has been agreed that as the device was never received they would escalate the removal of this default within 4-5 wording days. I have just checked and the default is still there. Until this is resolved I am unable to get any credit.