Credit File Referral Team

[Simon51]

I've have been waiting on O2 to resolve an issue for the last 3 weeks without any joy. I went into an O2 store to change from EE as I was at the end of my contract, my girlfriend is with O2 and spoke highly of them.

I went through the credit check stage in store and was approved however after being misinformed on the phone I wanted they didn't have it in store. They advised me that if I do it online I would get the phone I wanted. I then did the order online only to find that the credit check failed, apparently this is due to O2's internal process as a credit check was done twice in one day. No one at O2 advised me of this?? I've since been trying to get O2 to amend this on their system via the credit referral team, that has been a joke. I've emailed them and it stated they will come back within 4 working days well that's been 3 weeks, I've spoken to several customer service agents who don't seem to know what's gong on or how to reach the credit referral team.

O2 are suppose to be the top telecommunication company and this is how they treat their customers, total lack of knowledge and no keeping to their timelines.

Can anyone suggest another way of getting this resolved?

[Bambino · Accepted solution]

@Simon51 This is all the information we have here regarding contacting Credit File Referrals:

creditfilereferrals@telefonica.com
Credit File Referrals Team
Suite P
Arlington Business Centre
Leeds
LS11 0NE
Fax 0113 2025865

[madasaf1sh]

@Simon51 

Credit Referrals are not customer facing, and customer services can't any information. 

you can email them at creditfilereferrals@telefonica.com and see if they respond. 

[Simon51]

Thank you, I tried that over 3 weeks ago but they haven't responded, I'm now without a phone and cant apply for a new contract until tis search is lifted

[Bambino]

@Simon51 This is a customer community. There's no other information we can give you. 

I will tag our community managers, but I don't know if they can help.

@Martin-O2, @RafaC, @lewys-gp can you please advise?

[lewys-gp]

Thanks for the tag, @Bambino. 

Hi, @Simon51. I'm sorry to hear about the trouble you've been having. I will try my best to help, though. I'm going to send you a private message requesting some details, and then I'll escalate it for you 😊. Hopefully, this will get the issue resolved for you.