O2 Credit Referrals...

[Anonymous]

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:-
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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]

So nice to know the help we provide, as customers, in our own time, and for no pay is appreciated.

Or perhaps instead just get negative responses like the "I'm alright Jack" comment.

Being rude to forum members will not help you.

[Anonymous]

Rude, it's in polite to tell someone one to shut up no matter how politely camouflaged the comment.

[Anonymous]

Ok well I (and I suspect other forum members) will leave it be until you feed back on the outcome.

No one was telling you to "shut up" was merely asking what you were now hoping to achieve having continued your posts after following the process but that is fine.

I hope you get the outcome you seek

[Anonymous]

As I said my issue was on going and as more information was available I was adding it.

[Anonymous]

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@MI5 wrote:
I don't believe O2 limit the number of contracts you can have under normal circumstances. All 4 of my family contracts are in my name.

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Depends on the individuals credit file, some can have 4, some can have 1.

Last time I checked (a long time ago) I believe it was 5 that you could have under your own name.

[Anonymous]

For those who are interested or having a similar problem - The other thing to note is that despite failing me on a credit check my credit files with the two major agencies show no search records? Which is puzzling.

[Anonymous]

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@Anonymous wrote:
I have no major changes, steady work don't change jobs often top 10% salary, one home move in 10 years, no bad credit, no late payments. I'm just waiting on equafax file now in order to see how it differs to my experian. Though I take your point about appling for my next contract.

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Then perhaps it's not that you have passed the credit check, but failed the ID and additional checks? A lot of the time it can happen because the bank have got incorrect details for you so when you apply and the company cross referances your ID and it comes back wrong then you get declined. Only referalls can give you help on this.

[Anonymous]

Yes I think it may well be something simple like that, however the lack of a search entry on my credit files suggests they didn't credit check me. I will post the out come. One positive is my worse fear of someone fraudulently using my name which has damaged my credit rating has not happened.

[jonsie]

I can understand your concerns and misgivings when there is no apparent or obvious reason for a contract to be refused. Hope you get some sort of resolution and it's mere error or oversight on the details that O2 hold on you.

[Anonymous]

To be honest to me that just gives more credence to the ID check thing.

It does the ID/anti-fraud checks first, it uses your debit/credit to do this and takes the £1.01 out of the bank and back in, if that accepts then it goes on to do the credit check, if it doesn't pass that first stage then it doesn't even bother to go on to the second stage.