O2 Credit Referrals... - Page 11

Anonymous · ‎12-08-2008

I was refused an O2 contract due to failing the O2 credit check. I have an excellent credit history so after buying and checking my Equifax report and finding it has a high score raised the matter with O2 credit referrals (email only service). After waiting for the obligatory 5 days I got the non-specific and very vague response below. I asked someone else on this forum who reported similar credit check problems and they confirmed that they got the same response.

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:-
--------------------------------------------------------------------------------------
Good afternoon

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.

Regards

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
www.o2.co.uk

Anonymous · ‎07-03-2015

Did you cancel your direct debit at the same time as asking o2 to end your contract?

Anonymous · ‎07-03-2015

I did call customer services and they set is nothing showing ther, loks like everything is fine. but when i did check my credit check ther is defaul showing. they did tell me to sent email creditfilereferrals@o2.co.uk, but i dont know if I have correct email adress ;/

Anonymous · ‎07-03-2015

i did start whith contact them, they did tell me to sen email creditfilereferrals@o2.co.uk but i dont know if i have correct email adress

MI5 · ‎07-03-2015

Correct email is creditfilereferrals@o2.com

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎07-03-2015

thank you

jonsie · ‎08-03-2015

Hope you can sort this out, please let us know how you get on.

Official Support Links VirginmediaO2THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS

Anonymous · ‎08-03-2015

hi there @Anonymous

You need to have a copy of your credit file showing the default so that credit referrals can investigate. This will be the first thing they will ask.

You can get it from one of the credit agencies below. After that you can email /post/fax it to them. Don't forget to add a contact number, so they can contact you directly. Hope this helps.

Equifax

Equifax
PO Box 1140
Bradford
BD1 5US

http://www.equifax.co.uk/

Experian

Consumer Help Service
Experian Ltd
PO Box 7710
Nottingham
NG80 7WE

http://www.experian.co.uk/creditreporttv/?sc=410006

Callcredit

Callcredit One
Park Lane
Leeds
West Yorkshire
LS3 1EP

http://www.callcredit.co.uk/default.aspx

e-mail to CreditFileReferrals@o2.com
fax to 0113 2025865
post to:Suite PMillshaw Park LaneLS11 0NE
Leeds
Arlington Business Centre
Credit File Referrals Team

Anonymous · ‎08-03-2015

@Anonymous why would the costumer need to provide this when o2 put the default on? O2 have a legal responsibility to keep financial records for a minimum of 6 years and in many cases much longer.

By asking the OP to obtain this information there is a further cost top the OP of £2 for each company they request the report from plus a further (up to) 28 day delay which may further exacerbate their issues.

O2 have done the deed. O2 are not renowned for their helpful approach in this area. O2 should therefore do a bit of work too.

And IF o2 are found to be at fault then o2 should take all responsible steps to correct the issue.

Sorry but I don't agree with putting the onus back on the customer everytime

Anonymous · ‎08-03-2015

The customer said she spoke to customer services and there is no record of the debt, so credit referrals will need to "see" evidence of the default. Also by seeing this they can then trace it and find out what it is. I would imagine they cant just get any persons credit file and get the information, I'm sure data protection would be an issue. The Op is not even a customer anymore.

Anonymous · ‎08-03-2015

Thank you @rosadosc.