Struggling to upgrade

[SF64]

What has happened to o2. I’ve been a customer since the BT days, well over 30 years. My credit rating is excellent on Equifax and Experian and I’m paying £500 down on a new iPhone yet my purchase is referred them declined, then I’m told it’s been authorised and il get an email confirming and nothing. No email, no phone and £500 ‘pending’ in my bank account that  I can’t  use to buy another phone. If I can’t get a phone from o2 on my salary with my credit rating who can? Is this a common problem now with o2? Has their customer service levels suddenly dropped? 0800 052 9455 Is the number they asked me to phone to do a quick security check to ok my order? Is this likely or is this a scam? I’m losing the will to live with the lack of effort/attention from o2 and the promises of calls back that don’t happen and email confirming purchase that don’t arrive. 

[MI5 · Accepted solution]

@SF64 

Yeah, it's complete  these days.

The number, if given by O2, is a security check to prove you are who you say you are. It's an anti fraud measure.

[Bambino]

@SF64 If you can afford to put £500 down, why don't you just buy direct from Apple and get a sim only contract from O2? The difference in cost can't be that much and you wouldn't have to jump through O2's credit check hoops.

[jonsie]

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@MI5 wrote:

@SF64 

Yeah, it's complete  these days.

The number, if given by O2, is a security check to prove you are who you say you are. It's an anti fraud measure.

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And yet there are more and more instances of fraud these days

They obviously need to rethink the whole fraud thing

[SF64]

Yeah, that’s what I’m going to do. Need to get them to ‘release’ my £500 pending with my bank first. They don’t have it they say but I can’t use it until they cancel at their end.The phone is much more expensive than this but il just buy it now. I’ve been buying phones from o2 for decades for my daughter, wife and I without hassle. To be told I didnt pass their credit check when it’s as good as it gets and then to be told it’s been agreed after phone check to then be ignored is dreadful.

il probably try my luck with EE.

thanks for responses.