Solved: Have I been accepted,

VIKKI · ‎16-11-2018

Hi all, I applied for a S9 early this morning on contract, £40 upfront. Went through the online process and got the message at the end with my order number and that they would review my order etc.
Received 1 email, the legal agreement with the CCA attached. What happens next because I haven't heard anything since?
I chose to collect from my store during the application which would of been able to be picked up today. The £40 upfront is still pending in my bank.

MI5 · ‎16-11-2018

Hi @VIKKI

When customers order new contracts, sometimes their credit check status comes up as referred. The order system would still send them a link and allow to complete the order and then it's checked by the Credit Vetting Team. Any required payments for upfront or deposit wont be taken from the customer's account until the order has been successfully completed. However, while they are checking the customer's details the payment will be showing as a pending transaction on their bank account. If a credit check is declined the customer gets an email advising about the outcome and that money will be released back (usually 48 hrs). This email is sent automatically to the email address which the customer provided during the order process.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

View solution in original post

MI5 · ‎16-11-2018

Hi @VIKKI

When customers order new contracts, sometimes their credit check status comes up as referred. The order system would still send them a link and allow to complete the order and then it's checked by the Credit Vetting Team. Any required payments for upfront or deposit wont be taken from the customer's account until the order has been successfully completed. However, while they are checking the customer's details the payment will be showing as a pending transaction on their bank account. If a credit check is declined the customer gets an email advising about the outcome and that money will be released back (usually 48 hrs). This email is sent automatically to the email address which the customer provided during the order process.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

gmarkj · ‎16-11-2018

Where did you get the info from @MI5?
Just wondered as they could do with running it through spell check - reffered?

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

VIKKI · ‎16-11-2018

So is it a matter of just waiting?

MI5 · ‎16-11-2018

@gmarkj direct from O2

@VIKKI yes, I'm afraid so.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

gmarkj · ‎16-11-2018

Did you feedback about the spelling at the time then?

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

MI5 · ‎16-11-2018

No mate. If English isn't their first language I'm happy to let small errors slip.

Fixed it for you

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

VIKKI · ‎17-11-2018

So to update on this, I spoke to live chat who said my order had been sent for fulfilment, decided to ring customer service to double check, said my order will be despatched tonight to my store to collect and that i would receive a 4 digit pin to collect with, I still haven't received any further email since applying though. Does this sound normal? Have I got anything to worry about?

MI5 · ‎17-11-2018

You'll get your code when the order is dispatched.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

EmilieT · ‎19-11-2018

Hi @VIKKI, and welcome to the forum It'd be great if you could let us know how your S9 order is going and how you like your new phone once you've picked it up!

→ Access for You: Registration - Find out how to register for our Access for You service.
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