New Order - Cancelled

[NoDramaBanana]

Hello, new here. 

I placed an order for a iPhone 17 pro max in comic orange on the 3rd November. It was all approved and I got the smiley face ‘you’re likely to pass a credit check’ message before I placed my order. So I submitted it - and they took the £30 and I passed the credit check and credit assessment. Happy days, until 8.30 on the 4th November I woke up to the text ‘your order has been cancelled and a refund will be issued’ 

I phoned a few times and even spoke to someone at the o2 store. Someone manually went in at 8.23am on the 4th November and cancelled my order. 

I also got a message from the O2 amendment team stating this. 

“Hello Charlie,

Thank you for your query.

Upon looking into your application, we can see it has been declined by our back office team. 

We have closed our investigation into your query and have forwarded your email to the relevant team for review. 

They will contact you directly once they have completed their investigation into your query.

Unfortunately we are unable to provide any timescales for response. 

Regards

Mohammad Sarim 

O2 Amendment Team”

So - I recently changed my complete name via deed poll this year and I moved address in May. On my credit file my old name was showing and I was also still showing as registered on the electoral roll at my old address I moved out of last June 2024. Do you think this could be the reason the back office rejected it? Because there was errors in my application and they couldn’t verify my credit report? Upon googling the reason it could be rejected by the back office - and these are the few reasons. (my credit file has been updated as of today and shows all the correct information)

- If your O2 order was declined by the back office team, it is likely due to an issue with the

credit check, a potential error in your application details, or other internal processing problems. The back office team is involved in processing orders that require manual review or are flagged by the system. 

Application Errors: Simple mistakes in your personal details, such as a misspelt name, incorrect address, or wrong date of birth, can cause the application to be rejected because the details cannot be verified.

I’m now on hold to them for the 6th time this week to try get this sorted because it’s a joke. Because of this application being cancelled - I can’t get another contract with them. It just say ‘problem with your account’ 

[MI5]

@NoDramaBanana 

Get in touch with the CFR Team and explain to them what you have told us re your name and address.

The email address is creditfilereferrals@telefonica.com

Or you can write or fax them:

Credit File Referrals Team

Suite P

Arlington Business Centre

Leeds

LS11 0NE

Fax 0113 2025865

[NoDramaBanana]

Hi, thanks for your reply. 

I’ve had someone from O2 the other day have to clear all my many quotations on my account as due to this cancellation, a variety of agents tried to put multiple orders through to see why I got the error message after passing the credit check etc.. and she did, she removed them all and kept my I7PM order on there that went through. Only other thing that was weird was instead of saying ‘complete’ or ‘cancelled’ next to the order - it said ‘replaced’ hmm? 

I already contacted the CFR team, but got the response listed in my post above. Just got off phone to another agent, and she’s spoken to the credit team and have said that they’re going to contact me today ASAP.. I won’t hold my breath since being a customer for not even a week, I’ve had all this trouble. Shocking. 

[MI5]

Good luck @NoDramaBanana