No ID for click and collect

[MathewB]

Hey 

So I pre-ordered the new pixel Pro 6 as an upgrade through click and collect online with my O2 account. A day or 2 later the phone was delivered to the O2 store and I got a text saying it was ready for me to collect, and to bring along my passport or driving licence. The problem is I don't have either of these forms of IDs and the store is refusing to accept any other form of ID that I have. 

The only option they are offering me is to cancel the order and replace it with them in store (after waiting 24hours for the upgrade to clear on my account). The problem is I will lose my pixel pre-order bonus of the bose headphones. Normally whenever I do anything in store they use a text verification to confirm its me, but they won't do that for click and collect. They also won't redirect the parcel to my house as they don't have a process for this - only canceling and setting up a new order. Which again means I lose out on my pre-order bonus. 

Has anyone else had this problem and got it resolved? is there no way they can use my O2 order and match it against a bank statement?, which will have my name and address and even O2 payments on the statement. 

I can't be the only 1 with this problem. 

If anyone can help. Thanks 

[MI5 · Accepted solution]

@MathewB 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Thanks