I ordered my upgrade yesterday and was asked to provide more details to the team regarding the credit check, I followed the steps and was accepted but my account didn’t refresh online.
I contacted O2 and 45 minutes later was told all was well and it could take 24 hours for the order to be approved. I received a text to say the request was accepted than two emails, one echoing the text and another to ask I contact the team to provide more information.
I have been told today the order was cancelled by O2 for an unknown reason and the only way to rectify would be to place the order again, and repeat the credit check.
I don’t want a further check negatively affecting my credit file, I was told on the phone I wouldn’t need a check as it’s an upgrade, but O2’s online guidance says otherwise. I expressed that the issue is not my fault, and there must be another way as it’s O2 who cancelled my order.
I’m at a stage where I’ve been told to email credit referrals myself, but I don’t know why.
I keep being steered away from a complaint, but this feels quite important to me. My credit file shouldn’t be impacted by O2’s issue, whatever that may be. Does anyone have any advice please?
