O2 Credit Checks

[Anonymous]

The O2 credit check system is a total shambles. I ordered a phone last week, and I was rejected because I failed the credit check. This is ridiculous because I had a credit report done in August that showed I had excellent credit, with literally 0 negative factors affecting my score. Obviously this is bad enough, but when I tried to speak to someone at O2 about this (both on the phone and on Twitter), all they could tell me to do is send an email to credit referrals. Since then, I've heard absolutely nothing from credit referrals (not even the automated email reply). So you're basically stuck in limbo, because you can't go and buy another phone from another operator (because that would be too credit checks in too short a time) but you can't speak to anyone at O2 to rectify the problem either. All you can do is wait for the credit referrals team to maybe get back to you (but who knows if they even will?). It's incredibly frustrating to be stuck in a situation where you have to go around chasing O2 to sort out a problem that is their fault. 

[madasaf1sh]

I'm confused as to why this is o2's fault? Have you checked with Expiran or Equifax, or any of the other Credit Reference agency's? As o2 base the decison on their response

Just because you have excellent credit, doesn't instantly guarantee you acceptance from any provider of credit.

Sometimes not having enough or no credit is a bad think, also not being on the electoral role can count against, in fact many factors.

I would give the referrals team at least 5 working days to get back you, before chasing, as they will be overloaded from the iPhone launch, as it is a manual process.

[Curr946]

Could also be an address mismatch, is debit card registered at 1 X road
Z city, but you provided your address as 1 X road, Y town, Z city...

[Anonymous]

It's O2's fault because (i) all the available evidence points to them having made a mistake; and (ii) there's no way to rectify it other than waiting, without any idea of how long you'll have to wait. 

My credit score is based on Equifax data. I have plenty of credit history (credit card for several years, mortgage, etc.) and I'm on the electoral role. My credit report listed 10 positive factors and 0 negative factors. Clearly it's not Equifax that thinks I have a credit problem. 

It's OK to make mistakes--we all do it. What really angers me about O2 is that, as I've said, there's no way for you to do anything to correct it. You're completely at O2's mercy about whether they do anything, and that's just not right. It's not like I'm the only one--there are plenty of people on this forum complaining about O2's behaviour in relation to their credit checks. 

[Anonymous]

Thanks for your reply. If someone from O2 could tell me what the issue is, that would be fine. In fact, it would be a huge improvement on the current situation. As I said, the issue is that there's no one to speak to who can explain what the problem is. 

[Curr946]

Could be over indebtedness? Do you carry large balances? Remember that they give you a loan for the phone, and therefore subject to full checking. You would still get a sim only, might work out cheaper to use a 0% credit card and run on sim only.

[Cleoriff]

I could tag @Toby the Head of Community into the thread....as this seems a very weird situation as to why you have been refused. At best we can only guess, as we are customers like yourself...but if @Toby can help in any way....I am sure he will @Anonymous.

[MI5]

It's all down to what the computer says. No logic to it at all anymore.

[Toby]

Hi @Anonymous,

Welcome to the community! When did you send an email to credit referrals?

[Anonymous]

Thanks @Toby and @Cleoriff. I sent the email last Wednesday. To be fair, I hadn't fully appreciated that it's also iPhone 7 launch time, so I'm sure the credit team is getting a lot more inbound traffic than usual. As you can tell, I'm just a little frustrated by the situation, is all.