Credit Declined

[AHirst44]

I have recently been trying to join a sim only plan on O2, but when I get to the final page I get this message

"Your order can't be completed.

When you apply for an O2 contract we use business policies to check your application. This time, you didn’t meet our minimum level. To find out why, email CreditFileReferrals@O2.com.

If you prefer, you can write to:

Credit File Referrals
Suite XY
Arlington Business Centre
Millshaw Park Lane
Leeds

LS11 0NE"

I contacted the O2 live chat, who told me to contact Equifax. I have been on the phone to Equifax who have looked at my credit report, and they tell me there is nothing there to suggest I would fail the credit check. They told me to ring back O2, and insist a manual check of my report takes place. So I have rung O2 and told them this, but O2 tell me it's up to Equifax whether I pass or fail the check, not O2. 

I have emailed the credit file referalls, on 22/10/21, and 04/11/21 and have had no response to either email. When I try to get through to the credit file referalls via telephone, it stays on hold for a few minutes then cuts off.

What can I do about this? I'm being passed between O2 and Equifax, both saying the other is to blame, meanwhile I'm in the middle with an excellent credit report, confused as to why I cannot get accepted. 

Thank you

[madasaf1sh]

@Hanif786 

O2 can choose who they want to do business with, and you have failed the checks o2 use for credit and affordability, and remember Credit is never guaranteed. 

o2 wont tell you the reasons you failed. 

My advice find another network, such as Tesco Mobile which use o2's network.

[Hanif786]

Thank you for your reply @madasaf1sh, they must be using some obscure criteria in their credit checks, which as you say is within their rights. When I spoke to the a colleague on the 0800 credit control number, they seemed to say they had had a flood of these referrals/declines since the new year. 

I require a mobile contract which supports eSIMs, so I have signed up with EE, where I had no issues with the credit referencing. 

The only problem is I have THREE failed credit checks from O2 (thought the first time round, there must have been a mistake, so tried again, then tried again with my legal name in line with the suggestion from the colleague on 0800 number). I'm hoping that O2 can rectify the situation sooner than later and get them removed.

[OliElli]

Same problem here. It's infuriating to be told it is declined for "business reasons". If you dont tell me what that reason is, how can I possibly address whatever it is? I checked my Experian record and can find nothing wrong whatsoever.

[madasaf1sh]

@OliElli 

No business will tell you what internal business criteria you have not met. 

o2 wont remove the checks as they are obliged to report all credit applications. 

[Derek27]

No it is not right when o2 does a credit check they check the credit file so if the score is good it should not be declined it is o2 not eqfax eqfax say I have the highest score you can have same with exprian I have put a complaint to o2 so I will wait to see what they say. I can appeal and send my credit file in offcom said they have to look at my complaint

[Derek27]

If they have not got back to you complain to offcom if there is nothing wrong on your credit file they can not decline you they have to have a reason to declined you. My score is 740 with eqfax and 999 with exprian the highest you can have when you phone up they can not tell you anything at o2

[Derek27]

O2 will tell you. You can appeal if you send credit file in and say you should not had been declined they have to look in to it after eight weeks you can go to offcom. If you have bad credit they can decline you but if your credit score is high they can not decline you 

[Derek27]

I have done the same but you need to check eqfax credit file. And if that is ok you need to appleal to o2 my score is 740 with eqfax and 999 with exprian I have been told the only reason they can decline is if they see some thing on credit file they don’t like if file is ok they can not decline you

[midlandboss]

This happened to me recently and I have a score of almost 900 on Equifax with no missed payments, no debts and no bankruptcies on my file. I have recently moved house, so I think it was something to do with not being on the electoral roll for long enough at my current address. I decided to go with Lebara mobile to save myself the stress and hassle!

[WOTSPO]

O2/Telefonica seem to have the most impenetrable credit department. I've just been declined by them despite a 100% clear credit file. I guess they may have blacklisted me due to a succesful claim against them through Ofcom when they wrongly put a mark on my file for refusing to pay them after my contract had been legally closed!

I recommend avoiding this shower. I thought they may have improved after Virgin took over but 24 months on, they're still poor.