Any ideas?

[Davo81]

I spent about 40 minutes on the phone earlier today with an agent completing an O2 refresh upgrade. Everything went through fine and the lady told to the wait for my contract to come via email to e-sign which can take up to an hour. 

It eventually came though after about 30 minutes, but every time I click on the email link, I get the following message. Any ideas?

Thanks 

David. 

 

[pgn]

It means you need to call O2 on the same number you used to make your initial purchase, @Davo81 - just like your screenshot advises.

A credit check has thrown up a question that is in need of clarification. It could be an address mismatch, a flag for some other reason, anything. Nobody here can access your details, so get back on the blower to O2 Sales Team as soon as you can. Good luck!

[Davo81]

**Update:**

Over the last few days, I've spent 3 hours and 56 minutes on the phone with O2. During this time, I've had to set up three orders, which were subsequently canceled by the agents over the phone due to an apparent error when trying to sign the contracts via the email link I received.

The third one got canceled this morning, Sunday the 16th. The upfront cost for the S24 Ultra package was £10, so now I have three £10 pending transactions that I'm told I'll be refunded within 10 days. This is such an inconvenience.

I was told they need to investigate why the contract link in the email isn't working.

I was expecting a phone call from an agent at around 3:00 PM this afternoon on Sunday the 16th. It didn't happen, but I was not surprised as I've been told by multiple agents over the last few days that they'll call back, but they never do.

Firstly, I've asked the agents why, when I'm signed into my O2 account and I place ANY item whatsoever in my O2 basket, even something as simple as a screen protector or case, it instantly vanishes from my basket so I can't see it. There appears to be a bug somewhere. I see the item in my basket for a brief moment, then it disappears and says the basket is empty.

I think this is somehow related to these dodgy email contract links I'm trying to sign and why I keep getting error messages.

Every single time an agent sets up my order over the phone, it never appears in the 'My Orders' section unless it's canceled by O2.

Something is drastically wrong somewhere, and the agents keep trying the same thing over and over to 'solve' it.

They get me to cancel the one that didn't work, set up a new upgrade, go through the credit check, charge me £10 for the upgrade, and send me the email contracts to sign, which then informs me:

"Please contact our sales team to complete your order. 

Sorry - something's gone wrong with your order, and you'll need to start again. Please get back in touch with us, and we'll help to get your new order placed. Please note: We'll need to complete a credit check on your new order. If your original order was past the credit check stage, completing a new one may affect your credit score."

Since no one is calling me back or listening to what I'm telling them, I'm going to file a formal complaint tomorrow so I can start the escalation to the Communications Ombudsman.

I don't like to complain, but having spent almost 4 hours on the phone and having agents tell me they will call me back when they never do is unacceptable. One agent said she was 'setting a timer to call me back,' which was clearly a lie. She never did.

They've taken multiple £10 payments from me, which I now have to wait to get back. They're affecting my credit file by repeatedly setting up new orders and canceling them, and the agents are repeatedly lying to me by not calling me back.

It's unacceptable, and the level of ineptitude at O2 customer service knows no bounds. So tomorrow, I'll file a complaint to start the escalation process.

I'll let you know what happens.

David.

[pgn]

@Davo81 - the 3 x £10 amounts are usually pending transactions, your bank is holding the amounts in escrow until the O2 incoming transactions actually fail fully - you will find the hold against the funds releases 24hrs to 7days after the transaction was attempted - O2 does not have those funds (same as buying £20 worth of fuel from a self-serve pump, there is a hold request for £100 that gets refunded after the fuel transaction is processed and actual amount clears fully - https://www.moneysavingexpert.com/news/2021/07/changes-to-pay-at-pump-up-to-p100-withheld-from-custo... )

The credit checks have a knock-on effect on your credit rating, yes - usually corrects within 30 days (a known limitation if the way O2 performs the search - and usually why Forum advice after a failed attempt to buy online is to wait until the following month before re-attempting the purchase).

Finally, raising a complaint will result in many O2 agents ignoring your attempts to contact them while the 8-week process completes: https://www.o2.co.uk/how-to-complain about half-way down the page.

Perhaps your purchase attempt would have succeeded in-store https://stores.o2.co.uk/ - try there in about 30 days time? Or go elsewhere, naturally.

Good luck.