Failing Eligibility after 14 day new customer return

[AndrewWilson]

Hi,

I'm having a very poor start with O2.

I received my phone (new customer) 03/01/25, I changed my mind on the phone 11 days later and returned it 14/01/25 and was without a phone and/or sim until 23/01/25 when the return was finally completed. 

I tried to order a new phone with CS over the phone however they told me I need to go to a store to get a physical sim for an old phone before they can proceed with ordering a new phone but they'll call me back later that evening. I do this the same day and call them back when I get home,  CS then tell me I can't order a new phone until 24 hours after getting the new sim (annoying!).

I wait 24 hours and 24/01/25 I speak with CS again to order the phone but after lots of farce they read all the small print/terms etc before telling me that I have failed the eligibility criteria despite no changes to my circumstances and it being less than 30 days since I passed the checks before and this being a cheaper phone than I got 21 days previously!

I'm at my wits end now as all I want is a simple phone from O2. I've raised a complaint with them but I just want to get this sorted as soon as physically possible. 

My main questions are:

1. Since I returned the phone within the 14 days grace period, should the original check (and 2 'accounts' be removed from my credit file?

2. Would they really do ANOTHER hard search on me less than 30 days after the first and even though I returned the phone as per the 14 day process. 

3. Does the eligibility checker actually mean I won't pass the credit check if they went through with it?

4. What is the point in the '14 days to change your mind' if I'm forced to be without a phone after the return because their own eligibility prevents me from ordering a different phone?

The whole system is baffling to me and as a brand new customer it's leaving a very poor taste in my mouth for the future.

Any advice please? Thank you so much!

[Enlli]

Advice 1. Go somewhere else. O2 are getting worse you will only get more hassle slong the line.

The original check won't be removed from you file as it took place. What came next is irrelevant.

Yes  O2 would do another check, that's how they operate now, especially since joining with Virgin

Can't say if you would pass another eligibility check with them 

You can try going into an O2 store with photo ID and asking them or

– message them on Social Media if yo can - on Facebook (https://o2uk.co/O2CFB) , 

X Twitter (https://o2uk.co/O2CTW) or 

 Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255, free from any phone or landline

or via Guide: A GuLooks like you should contact the sales team as they can help with that – message them on Social Media if yo can - on Facebook (https://o2uk.co/O2CFB) , 

 Twitter (https://o2uk.co/O2CTW) or 

 Instagram (https://o2uk.co/O2CIG)

[madasaf1sh]

@AndrewWilson 

The rules about eligibility checks is now a directive from the FCA, and o2 and other Mobile networks are now implementing similar rules

1. Your credit checks wont be removed as you applied for credit and was approved you took advantage of the change of mind policy, so they will stay on your report for 6 Years, and o2 are within there rights to do another check.

2. Yes they will as you are taking out a new regulated product so they have to be seen to be doing both eligibility and other checks.. 

3. Possibly if anything comes up or you click the wrong box

4. You returned the phone and thus technically cancelled the loan agreement, and see 1 and 2

the best bet is to do it all in store if you are determined to stay with o2.  or go elsewhere