Can I complain to Tesco or O2?

b_girl

Hi everyone,

I'm looking for some advice as to how I can proceed with a mobile phone situation I am unhappy with. I should say I am currently on Orange but contract due to end in 30 days time.

Last night I saw this deal online and signed up...
http://phone-shop.tesco.com/mobile-phones-and-sim-cards/pay-monthly-phones/O2-Apple-iPhone-4S-16GB-Black-1a9a2e58-a371-4df8-a042-9a0549af6001

This morning I got an email saying I needed to provide ID for a credit check, I phoned up and asked if I could take the ID to local Tesco store, they said yes.

Off I went. When I got to the store they said they couldn't process it since it was an online deal but they could phone up and cancel my order and do it in store. Fine- I would be getting the exact same deal.

They then took all my details and ran a credit check which came back saying I had to have a 3 month sim only contract before I could go ahead with the contract due to the cost of the phone and low tarrif and being a new o2 customer. This was not stated in the t&c's on the website. (Also, I was recently approved for a mortgage so I know my credit rating is fine).

Eventually I went with a similar (but not quite as good deal) on Tmobile.

However, I do feel very angry as the tesco website took payment for the handset before even running this check or letting me know there may be a problem. If this had been stated at the time I obviously would never have bought the deal. I feel it is unfair that it is being advertised without saying if you're a first time O2 customer you'll need a sim only for 3 months before you get you're iphone.

I was just wondering what people think? Were O2 or Tesco in the wrong and can I complain? Or is it just my tough luck?

Would love some advice, many thanks

reehsetin

b_girl wrote: »

I feel it is unfair that it is being advertised without saying if you're a first time O2 customer you'll need a sim only for 3 months before you get you're iphone.

This won't be for all customers. only ones where they believe the credit history isn't strong enough, so before supplying an expensive handset a sim only shows repayment history - giving them the confidence before they give you a handset. It will be O2's policy so probably best speaking to them if you're not happy but I believe it's standard practice.

reehsetin

Ps. Believe it's also standard practice to do a check before payment but further validation afterwards (Saves most people waiting days for an answer)

Jon_01

Sounds like the store took you for a ride. Most networks tell you to go into store so THEY can fax your ID's through to their credit referrals dept (as not everyone has access to a fax machine).
Instead, by the sound of it, they tried to sell you a contract in store so they would get the commission...

I'd be complaining to Tesco.

Buzby

O2's terms override those of Tesco, but until you agree to the check and provide proofs, they cannot state whether it will be approved without issue. If you were connecting to Tesco Mobile, I'd agree with you - but as it was O2 - it all depends on the check made on the day.