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:-
--------------------------------------------------------------------------------------
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]

Well getting absolutely nowhere with o2 customer services, credit referral team are are either shy or mutes or both as they do not under any circumstances speak to anyone not even existing customers, snail mail only. While some of the cs staff are sympathetic and able to grasp the issues others are merely from the computer says no generation. Will I get any reasoning? Watch this space for the next exciting instalment.

[Anonymous]

As I explained you have to contact them by email, they are a back office team, not front facing on calls.

[Anonymous]

I will be amazed if they are willing to tell me anything, fingers crossed they are all I have.

[Anonymous]

I really cannot see the point of today's post(s). The OP confirmed yesterday that they had contacted credit file referrals and had received an email back stating their response time of 10 days.

So it's it hardly surprising that the OP has not had a response today?

Angrydog. Let it go the course. Then if you remain unhappy come back. But until they have responded there is nothing that we can do here.

I am truly sorry if you don't like what I post but it is fact and reality.

[davethorp]

The scores you can obtain from a credit reference agency are little more than random numbers and are a complete waste of time and money. Lenders have their own criteria when assessing applications for credit and their own methods of generating a credit score that they use to decide whether to open an account or not

That said, my credit file has a couple of defaults on it and I at the start of this year had three accounts with O2 (from tomorrow I will have zero but that's down to their compulsory price increases and not anything to do with my credit file)

[Anonymous]

As I expected referrals team about as good as an ash tray on a motorcycle.

Hello ######,

That is so unhelpful and doesn't provide any clarity to the situation. I can only assume that the credit referrals team is a low budget department that doesn't contribute any revenue to company and thus is merely a way of fogging customers off while putting in as little effort as possible. Really don't see the point of your department.

I am extremely disappointed in O2 and I'm giving serious consideration to terminate my contract when it expires in August.

Nice to you see you value loyal customers.

###########




On 8 Apr 2014, at 11:41, "Credit File Referrals (UK)" <CREDITFILEREFERRALS> wrote:

Hello ############,

Thank you for your email.

As well as our credit scoring system (they never even checked my file), we use business policies to assess all new applications. On this occasion you didn’t meet our criteria so we’re unable to accept your application.
As our business policies are commercially sensitive then I am unable to discuss the specific reason why we rejected your application.

Regards


######|Telefonica

Credit Referrals Analyst - Credit Referrals
Arlington Business Centre Suite XY
Leeds LS11 0NE UK</CREDITFILEREFERRALS>

[Anonymous]

Hi Angrydog

Sorry to hear you haven't had the desired answer.

Now you have had the response you can take your issue to the Complaints Review Service. This is also o2 but in a more senior capacity.

To contact them you need to send an email to complaintreviewservice@o2.com giving them the full facts of the case. They will then do a full investigation.

Once you have sent your email you will get an automated response normally within 24 hours confirming receipt. They take up to 10 working days although in practice it is normally quicker.

As you have been declined there must be reasons that are not obvious both to us here and by the sounds of it to yourself either. As you have now been advised, it is unlikely that they will explain why they have declined but the CRS may be able to reconsider the decision.

I wish you well with your enquiry. Please do let us know how you get on.

Cheers

[Anonymous]

Thanks for the additional information, however it ends here for me. Really not interested in receiving any more automated O2 computer says no responses. I'll part company with O2 in July and I won't be pursuing a 2nd line either.

O2 have a very poor customer service ethic, fortunately for them during my 5 years as their customer I never had to call upon their cs team or I'd no doubt have left them a lot sooner.

Can't really speak any lowly of the experience really, if they try to retain me as a customer when I ask for my PAC code I'll burst out laughing.

[Anonymous]

Sorry to hear you feel that way and wish you well with your chosen new network.

We recommend here before signing up to new contracts that you test signal in the areas you will use your handsets most via free payg sims.

Good luck

[Anonymous]

Thanks Piperdog.