on 12-08-2008 08:44
It seems then that even after the 5 day wait, all you get is an automated and unhelpful response. I've now sent in a customer complaint, but it really seems that once the O2 automated credit check has marked against you, it's extremely difficult to actually get a 'thinking' human being to look at the case and enter into a meaningful dialog that would help to resolve the mis-understanding.
Can anyone suggest how, or to whom I could address my enquiry more directly or tell me of any success stories in overcoming such problems?
Text of O2 reply:-
Thank you for your email about your application for service with O2.
O2 use a number of business policies to assess an application for service via an automated scorecard. Credit scoring produces consistent decisions and is designed to ensure all applicants are treated fairly. As many criteria are considered when assessing applications, it is unlikely that any one specific item would have meant that you did not meet our requirements.
Telefónica O2 UK Limited
Credit File Referrals (Uk)
Finance and Professional Services
Suite P, Arlington Business Centre LS11 0NE
f +44 (0)113 202 5865
on 12-08-2008 14:31
on 12-08-2008 17:13
make sense ?
Thanks for your reply, and yes, makes perfect sense, but none of that applies to me as it happens.
But actually what I'm asking here is for help in getting thru' to somewhere in O2 where I can have that conversation in person, and not be rebutted by automated processes. There is nothing in my credit history or status that I can think of (other than not being registered to vote at the given address) that would count against me, so I need some specific feedback from O2 as to what is leading them to their decision, not just vague generalizations...
on 12-08-2008 17:20
There is nothing in my credit history or status that I can think of (other than not being registered to vote at the given address) that would count against me, so I need some specific feedback from O2 as to what is leading them to their decision, not just vague generalizations...
Not being on the electoral roll at the address where the credit check is done seems to go against you big time.
I have done lots of research on this, as my wife was declined yet 6 weeks earlier I passed the Simplicity one. It doesn't make sense, as we both live at the same address, financially linked etc...
on 30-08-2008 20:38
on 03-09-2008 12:11
I cannot believe i cannot get a £35 a month contract... reduculous really.
Can you offer some more information on registering for the contract as a pty company? I wonder if the same would apply for a cc. I cannot believe i am contemplating setting up a cc. in order to obtain a cell phone contract... what a joke!
on 06-09-2008 08:25
I eventually managed to get to speak to a human being at O2 - I think they were from the organisation behind the customer services group that service an email address called something like 'email@example.com' (don't have it to hand).
Anyway they agreed that the credit failure was probably due to the electoral role issue but offered to call the credit referrals team for me to check. When he came back to me he told me that it was 'a mistake' and that I should try again at the Apple store and all should be ok. He sent me an email to this effect which I took with me to the Apple store in Regent street, and after another hour or so of minor hassle getting thru' the process, requiring a couple of calls from the sales assistant to O2 to help get past the 'UrU' check that failed me initially (possibly due to trying again within 30 days of failing), was able to walk out with my new iPhone and contract.
So eventually a happy ending, but oh, what a hassle!!!
on 06-09-2008 12:34
2. Referal-A human being manually looks through each referal which is then usually declined,(even 1 late payment within the last 12mths). The system used is from the credit agency so if your refered it means the credit agency arent happy with accepting u.