Credit checks / new to O2 / customer services

[Pow27]

Hi, I am just wondering if anyone can help me. 

I recently turned 18 (around 6 months ago) and have had a phone contact with O2 through my father since around 15. I wanted to start my own contract due to now being old enough to be able to get one and pay for it myself. 

I went onto the O2 website, found the phone I wanted and selected the right monthly paid contract for me, the website stated this would be delivered next day & I even paid for next day delivery at a specific time. I made the purchase on Wednesday (10.03.21), however before I could go through with the purchase I was asked to pay an extra deposit, as well as paying some upfront, to ensure I get said contract, which I did. I recieced an email Wednesday, just after ordering saying that my order has been received and that it's 'full steam ahead'.

However I haven't heard anything since this email, it now being Monday (15.03.21). I have been on the O2 live chat a few times to try and get updates on the order, and last night I was told it was stuck in the credit check, now I'm not sure if I need to wait longer so the credit check can be completed and I am just being impatient or if I need to contact someone else and ask what's happened.  

Any help would be hugely appreciated, Thanks 

[MI5 · Accepted solution]

@Pow27 

You may get more info by calling O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

[Pow27]

@MI5 

Okay, Thank you! I will try calling soon. 

[MI5]

You're welcome and good luck.

[Bambino]

@O2Georgina or @O2Daniel could you possibly look into this for @Pow27 and advise?

[O2Daniel]

Thanks for the tag @Bambino 

@Pow27 i can certainly have a look into this for you. Do you have an order number? 

Sometimes an order will be placed in the system, but if a credit check is referred (Which sometimes requires us to look further into your credit, when sometimes people with low, poor or no credit), it can delay this slightly. Once we have looked into this further, we will then either pass your credit check and send the order out, or decline this and refund you any funds paid upfront for the order. The decision usually takes up to 48 working hours to be made. 

[Pow27]

Hi @O2Daniel

my order number is - KMM2086751548I15977L0KM.

someone on the live chat has fast tracked me and emailed the ‘backend’ team, which was the second time i have requested this, i don’t understand why it’s taken so long. But thank you for looking into this for me.

[Pow27]

@Bambino
Thank you for helping

[O2Daniel]

@Pow27 I will private message you, and we can look into this further  

[Pow27]

Hi @O2Daniel

I just rang 0800 977 7793 & they have sorted it for me, my order should come tomorrow!

Thank you all for you help it is much appreciated!