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Level 1: Joiner
Posts: 1
Registered: ‎01-01-2018
Accepted Solution

Phone contract referred for security?

Hi everyone. I was wondering if anyone had any advice.
I have been with o2 for nearly 3 years now, I have an iPhone 8 and on my contract my partner has a Samsung, my sister an iPhone 7 and my brother an iPhone 7. I am a platinum customer and pay without fail every single month.
Today, I went into a store away from home but near where my partners family live as we are away with them at the moment to purchase two new tablets, one for me and one for my partner but to be added to the contract as it would provide 50% off the airtime through the family plan. I was referred and asked to answer three questions, which I answered right I thought but apparently got 2 wrong so it was declined. The man in store said to just try again so we did, online. Paid the upfront fee for both and chose our next day delivery. It wasn’t until I phoned later that day to be told it had gone to security for fraud checks?? Apparently credit was fine but it’s to check I am actually me. I am obviously finding this frustrating. I know the staff have jobs to do but I have been told it takes up to 48 hours! I can send all forms of ID in and my issue is I need these tablets before I go on holiday in 2 days! Any advice?
Posts: 89,685
Topics: 744
Registered: ‎14-01-2013

Re: Phone contract referred for security?

[ Edited ]


If honest none of us here would have any idea why, with your apparent good credit history, you have been referred for credit checks.

You just need to persevere with customer services I'm afraid. It may have been that you answered two of your security questions wrong in the first instance...but we wouldn't know that for sure. Call customer services


*The Game Is On*

Posts: 103,909
Topics: 552
Solutions: 13,431
Registered: ‎04-04-2012

Re: Phone contract referred for security?

O2 will contact you to provide information relating to your identity but it may take a few days. They don’t move too quickly unfortunately.
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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Former Staff
Posts: 5,426
Registered: ‎18-04-2018

Re: Phone contract referred for security?

Hi @Lanaraex, I was wondering if there had been any progress on this since you last posted? 


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