Terrible/Confusing Intro to 02

[Montgomery1]

I've recently come over from Virgin mobile after about 10 years with them.  I was due an upgrade on 2 of the mobiles on my account, but wanted new numbers so though I'd start 2 new contracts last week.

Order placed on Friday, all the usual confirmation emails but nothing regarding the delivery of the handset came in over the weekend - so phoned this morning, after a long drawn out phone call, to be told the phones would be out for delivery today and would be with me by the end of the day. 

Got home from work - no phones, so phoned again to ask where they were and after a lot of time on hold - he couldn't really give me an answer but said it could be because I'd failed the credit check.  (Please note : I have excellent overall credit and where mobiles are concerned have never missed any payments or had trouble getting new handsets with Virgin).

At this point, I just said I'd like a refund for the upfront payments and accessories I'd paid for - to be told he would send me through an email with a form that I would need to fill out and the phones would then be delivered?!  I asked what the form was....couldn't give me a straight answer, but then went on to say if I refused the form when it came through I would be refunded?  I left the call.....guess what?  No email.

Any help appreciated, I can't keep phoning and being given the run around - I'd either like the phones or refund so I can go elsewhere.

[madasaf1sh]

@Montgomery1 

Your credit score means bod all, I am sorry to say, and your payment with Virgin means nothing to o2, as you are a new customer to o2, so you start from zero.

If you have failed the credit check then you wont be getting any phones, and o2 wont have the money as it will be showing as pending on your bank account, so you need to wait upto 14 days (depending on YOUR bank)

You can always speak to the sales team on 0800 081 0255

[MI5 · Accepted solution]

@Montgomery1 

I'll ask @O2Emma to check what's going on for you.

[O2Emma]

Hi @MI5 I will look into this thanks.

Hi @Montgomery1 I will send you a private message to discuss further.

[Montgomery1]

Emma kindly sorted this out for me - not sure what the actual problem was but order has been processed just awaiting dispatch email

[MI5]

So no need for panic or false speculation after all @Montgomery1 

Glad your credit score holds up and that you're sorted.

Welcome to the forum.

[Montgomery1]

No panic or false speculation - all of the above still stands and happened.

The phone customer service is terrible, to be told the delivery was on it's way and would be with me today was an outright lie.   Then later on to be told, nothing had been dispatched but I may or may not have failed a credit check - fill out a form (but can't tell me what the form is) and then not bother sending it through isn't good at all.

When I come to getting rid of some old numbers I hope I can do it via here, god help me if I have to phone again!

Thanks for the welcome

[MI5]

@Montgomery1 

Agreed, I was referring to the woeful support from O2, not your good self.

[Montgomery1]

No problem, my bad!