topic Re: Credit file referrals team. in Tech Support

Credit file referrals team.

Caerau13 — Mon, 05 Sep 2022 15:29:20 GMT

On 24/8/22 I tried to purchase two lines from Mobile Phones Direct - both went through immediately. I rang Mobile Phones Direct on Tuesday 30/08/22 to question why the second phone had not been delivered. I was advised to contact yourselves quoting the ref to work out what had gone wrong.

My credit rating was checked and found to be excellent, I had confirmation from O2 Credit Referrals Team via email that I could go ahead and take out the second phone.

I again went through to Mobile Phones Direct, Saturday 3/9/22 to get the phone. I have again been referred to O2 Credit Referrals and the contract for some unknown reason declined.

I am angry, anxious, stressed and confused over the rationale by O2. This has now affected my credit rating through no fault on my own.

This will need to be dealt with as agreed with your customer service representative at O2 on the phone this afternoon.

I have asked for an urgent phone call and response from management at O2 regarding this case, detailing the rationale and the steps they will take immediately to rectify the issues caused.

I spent 5 hours on the phone and online trying to solve the problem which O2 caused yesterday between O2 and Mobile Phones Direct. Mobile Phones Direct have confirmed that this mess is directly attributable to O2.

O2 online supervisor yesterday said the reason it may have been cancelled is that I can’t have two phones on the same email address.

Anyone have any ideas where to go next? Shambles of a team and organisation.

Credit file referrals

Caerau13 — Mon, 05 Sep 2022 15:41:03 GMT

My credit rating was checked and found to be excellent, I had confirmation from O2 Credit Referrals Team via email that I could go ahead and take out the second phone.

I again went through to Mobile Phones Direct, Saturday 3/9/22 to get the phone. I have again been referred to O2 Credit Referrals and the contract for some unknown reason declined.

I am angry, anxious, stressed and confused over the rationale by O2. This has now affected my credit rating through no fault on my own. This will need to be dealt with as agreed with your customer service representative at O2 on the phone this afternoon.

I demand an urgent phone call and response from management at O2 regarding this case, detailing the rationale and the steps they will take immediately to rectify the issues caused.

Your online supervisor yesterday said the reason it may have been cancelled is that I can’t have two phones on the same email address.

Re: Credit file referrals

Bambino — Mon, 05 Sep 2022 16:06:19 GMT

This is not O2. This is a customer community.

@Anonymous or @O2Emma can you please advise @Caerau13?

Re: Credit file referrals

Caerau13 — Mon, 05 Sep 2022 16:08:22 GMT

Thank you, as you can imagine I'm clutching at every straw to get to the bottom of what's gone wrong. Very stressful. I don't want issues caused by O2 to affect my credit rating.

Re: Credit file referrals

jonsie — Mon, 05 Sep 2022 16:26:28 GMT

All a bit of a mess

Obviously three credit applications within such a short time interval will have an impact on your credit rating

I'm not too sure just how O2 can rectify this

Re: Credit file referrals

Caerau13 — Mon, 05 Sep 2022 16:28:12 GMT

When I spoke to customer services yesterday, they said O2 would clear the credit rating issue as it was their error and compensate me for the issues.

Re: Credit file referrals team.

madasaf1sh — Mon, 05 Sep 2022 16:50:28 GMT

@Caerau13

This is not Customer Services, but a customer to customer forum.

Firstly your credit score means nada, its a made up number used to sell you products and services by the CRA's, so ignore the score..

Also note that MPD do a credit check first, and only if it fails certain criteria does it get referred to o2 to do a full hard credit search on your Credit File, and also an affordability and risk assessment/checks

This check is also a manual check by a person at a desk, in Leeds.

Unfortunately every time you apply and fail it affects your credit file, and their is nothing o2 will do about this as it is their prerogative to accept or decline customers, and how many lines you are allowed per account. YOU are never guaranteed credit or a phone account from any network..

Customer Services cant tell you why you fail credit checks, as they dont know, and will never be told, its a finger in the air guess.

Mobile Phones Direct will blame anyone they can, as they want their £200of commission, and they will never accept responsibilty and also will NOT know why you have been declined.

I will add the CS Supervisor is talking BS as that's just plain wrong..

I will tag @Anonymous and @O2Emma to see if there is anything they can do, but I would guess not a lot..

Re: Credit file referrals team.

Caerau13 — Mon, 05 Sep 2022 16:58:59 GMT

thanks, as you can imagine it’s going around and around in circles trying to establish what’s gone wrong. O2 and MPD are pointing their fingers at each other and saying it’s them who’s made the mistake. O2 customer services have assured me that any issues with my credit rating will be rectified by them.

I have never had bad credit or any other issue up until now.

Re: Credit file referrals team.

Anonymous — Mon, 05 Sep 2022 17:02:14 GMT

@madasaf1sh thanks for the tag @Caerau13 will private message you regarding this.

thanks

O2simon

Re: Credit file referrals team.

Caerau13 — Mon, 05 Sep 2022 17:05:37 GMT

Thank you Simon.

Re: Credit file referrals

O2Emma — Mon, 05 Sep 2022 17:35:08 GMT

Hi @Bambino This has been picked up on the other thread @Caerau13 has posted in.

Thread Credit file referrals team

Thanks o2Emma

Re: Credit file referrals

Caerau13 — Mon, 05 Sep 2022 17:37:44 GMT

Thanks Emma. I’ve had a response from Simon. I’m still waiting for Credit File Referrals to come back to me. I’ve messaged them Saturday Sunday and again today.

Re: Credit file referrals

gmarkj — Tue, 06 Sep 2022 07:00:36 GMT

@Caerau13 wrote:

Thanks Emma. I’ve had a response from Simon. I’m still waiting for Credit File Referrals to come back to me. I’ve messaged them Saturday Sunday and again today.

They will take a few days to get back to you @Caerau13 so sending them messages on consecutive days won't be much help.

From memory they take 10 working days to reply, so expect something at the end of next week.

Re: Credit file referrals

Caerau13 — Tue, 06 Sep 2022 09:08:01 GMT

No harm in hoping they’ll get back through to me.

Re: Credit file referrals team.

Caerau13 — Thu, 08 Sep 2022 11:37:20 GMT

Had a reply from credit referrals - sadly still none the wiser. Apparently I have 3 orders for phones, one which we’ve had. The other 2 were cancelled by O2 but credit referrals say they have been ordered, our friends at mobile phones direct are confirming there are no outstanding orders for me. Any further advice ir guidance much appreciated. @Anonymous @O2Emma