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[jamieleewv1]

I placed an order for a new line with O2 they took the upfront payment and I had an order confirmation number with a green tick saying you're all set and ready we will email when your phone is being sent out.

30, seconds later I had an email saying 

'Even though we confirmed your order (number: ms-xxxxxxx), we haven't

been able to process it. When an order's placed we carry out a number of

checks and on this occasion your order wasn't successful'

Has anyone ever had this? What does it mean? I'm guessing they cancelled my order but why say the credit checks passed in the first place and give me an order number etc? I have 2 lines with O2 currently and this never happened on either of those? And they've taken the £30, upfront payment too!

[MI5 · Accepted solution]

@jamieleewv1 

Credit, affordability and fraud checks can all fail.

No one here will know exactly why unfortunately.

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255
Thanks

[Enlli]

We get all sort of strange things with O2.

It may be you have two accounts and their affordability criteria says no to three. Seen that before

You can try asking sales

Sales team, you can call them on 0800 081 0255

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Or Message them

Facebook (https://o2uk.co/O2CFB)  

X (Twitter) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) 

Personally if they don't want your money, I would go somewhere else