O2 Won't Provide Me My PAC Code?

mr.mat21

Hi,

I am very angry with O2 at the moment.

I been with them now for several years as a pay and go customer.

I very rarely top my phone up so i never benefit from rewards etc.

I requested a call back via internet and they phoned me just now.

They said to access my account they need to answer security questions.

Ok i said, they asked me when i last topped up and how i topped up.

I said i last topped up by swipe card but can't remember which month as it was a long time ago. About 18 - 24 months.

I got a Asda sim card and registered with them but O2 said unless i can answer those two questions they can't access my account and therefore cannot have my PAC code.

I told them surely they can ask me other security questions plus i am registered online with them but they told me no that is the only way they can access my account.

I want to go with assda as i can topup a minimum of £5 which would last me several months and it is much cheaper than all other providers and suits me great.

I find this hard to beleive, i mean all the information they have and it has to be those two specific questions.

I don't want to change my mobile number as it is not possible as so many people including companies i deal with have my mobile number and it would be an headache to give out my new number all over again.

So my question is, what should i do or can i report them or something? i thought it was legal now that they had to give it free of charge.

The man on the phone told me i will have to just have the number from the Asda sim card as he cannot provide it and access my account with those security questions.

All other companies i have dealt with always have alternative ways yet O2 seems to think otherwise.

Thanks
MR

Kavanne

You might be able to request it at an O2 store with some ID?

iwanttosave_2

Kavanne wrote: »

You might be able to request it at an O2 store with some ID?

You still need to answer the same questions.

O2 will provide you with your PAC, you just cannot pass DPA, if you cannot prove you are the owner of that number then they are well within their rights not to give you access to it.

If you go to store take the sim, they will contact their helpdesk who will ask any of these questions, last top-up and what method and roughly when, balance on the sim, the sim serial number or numbers recently dialled.

mr.mat21

It really annoys me, my parents switched from O2 back about three months ago and they was not asked those security questions.

I also told them there was no money on the sim card etc. He also said there is nothing i can do about it, so if that the case going to an O2 store might not solve problem althou i will have to try, it is just a complete inconvience.

Thanks for your suggestions.

MR.

iwanttosave_2

Thing is, an advisor can only ask 2 questions and if you get 1 wrong then it is a fail on DPA. If they just keep asking questions eventually any tom, john or harry could get access to the account.

Your parents may have had a password on their account. If they wern't asked any questions then I'd be very worried.

mr.mat21

Hi,

I do have a password on my account for when i phone them up. It also shows this in my account online and says it is for when i phone customer services.

My parents all they did was give security answer and PAC code was provided.

I also know the password obviously hence why i dont understand why they can't ask that and any ohter details they may want.

Mr.

iwanttosave_2

Did you tell them you knew the password? I'm not sure why they didn't ask it if they could see one.

mr.mat21

UPDATE:

I just phoned O2, and suprise, suprise they gave it to me. Also the security questions, the one when i last topped up was not asked. Just shows they are a bunch of liars.

Considering i was asked a different security question to. Not the same as previous and asked me for sim serial number and done.

Thanks
MR

worriedsik

hi
glad you got sorted can you tell me about the asda sim please iam looking for a good deal with a pay as you go

thanks

iwanttosave_2

mr.mat21 wrote: »

UPDATE:

I just phoned O2, and suprise, suprise they gave it to me. Also the security questions, the one when i last topped up was not asked. Just shows they are a bunch of liars.

Considering i was asked a different security question to. Not the same as previous and asked me for sim serial number and done.

Thanks
MR

Not liars at all, advisors are given a set of around 5 questions they can ask, they can themselves choose 2 to ask out of them, its luck of the draw on what question they ask.

Glad you got it sorted.