Payment won't go through

[pugrockprincess]

Hello! I have been trying to purchase a phone for 3 days now.
The very first time I tried I got through to the final checkout stage. However, reviewing everything, I noticed I'd made a small error in my email address, so went back to the first checkout stage to correct it.
I then went to th 2nd stage, where I had to then put in all my payment details again. My payment was denied because the error stated "your address must match the one held by your bank."

I have tried multiple emails, multiple payment cards, and even the library computer in case it was my phone. I have also waited over 24 hours in case o2 had locked me out from th multiple attempts I'd made.

Today, the error I get is that I haven't entered an address at all. It almost seems a technical error but it's also suspicious that it worked the very first time I tried. O2 don't know what the problem is and can't help me other than to place the order over the phone (but they can't do th click and collect I was after).

Browsing the forums I seem to find the same issue brought up by many people, but the threads die without any resolution.

If anyone has any advice it would be much appreciated.

P.S. If I purchase the phone in store, I have to put a minimum of £15 top up on the SIM you get (can't buy a phone sim free), and also I use topcashback which would give me an extra £11. So IDEALLY I would love to be able to do it via the Internet.

Thanks for your time!

[MI5]

Only customer services can fix the online error for you and as you say it's a common problem without a fix, so we always suggest going in store to buy.
Have you looked if carphone warehouse sell the same phone sim free ?
It might be cheaper there and you could still order online too?

[Bambino]

@pugrockprincess Although it might cost you more, going in store to buy your phone is probably the best option. O2's online stock reporting isn't live, and there's every chance that the phone your looking to buy is out of stock. If you search the forum you'll see that many people have had this problem. You'll get it cheaper online for sure, but you could wait weeks for it to be delivered if it's not in stock. As it's a Pay & Go phone, buying it from O2 won't get you a great discount, so shop around as suggested.

[pugrockprincess · Accepted solution]

I do feel a sense of loyalty to o2 and their in store staff are fantastic. I have just been on the phone to Fraud Prevention with my Bank and they can see the payment has been authorised over 50 times but they have not put a block on it, and that it was definitely declined on o2's end.

I will definitely take your advice, thank you. It is such a shame that as an o2 customer since, well, before they were even o2 I am forced in to purchasing a sim if I want to buy a new phone! You don't need to add money to a sim if you purchase online but apparently in store it's for security purposes so they can register who you are. It's an awful policy.

After 3 days and speaking to over 20 staff online/ chat/ phone etc one lovely lady told me to buy the phone in store and she will credit my account with £15 to come off my next bill.
Not only is that good customer service it's polite common sense that could have been sorted days ago!

[MI5]

Sounds like a reasonable compromise