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O2 - Just the Worst Customer Service
calmity72
Posts: 12 Forumite
Hi Folks
Can you offer some advice please, if you can.
According to both my equifax/experian records I have an excellent credit score.
However O2 recently called me to offer me a 'special deal' and i mentioned i didn't think that would be possible because I had recently changed my contract - but they said my phone number had been listed and therefore I must be. I got chatting the adviser and decided i wanted to purchased an IPad through their refresh range.
However, when went i went to set up the credit agreement i failed the credit check. The Advisor said i had too many connection open with this bank card (I pay for my mum and dad mobile phone bill) - so we used another bank cared and I failed again. I was told by the sales Adviser that it was an internal 02 issue - just call customer service and have it sorted out.
So, I call O2 customer services and they say they cant help, and that i need to get my credit reports and send them to the credit referral team. I strongly disagree because i know its not my credit reports which are the the problem. Anyway to cut a long story short .... I do get my credit reports and they both are 'excellent' and confirm that its not my credit score/report that is the problem.
However, the response from the 02 credit referral team once I sent these credit reports to them is frankly useless. They advise that their business processes are commercially sensitive and they cant explain why i have been refused. They do offer to remove the second credit check from my account and that this will take place in the next 48 hours.
However, because of these actions my credit rating score has gone from Excellent to Good. Now that annoys the living hell out of me.... I have worked hard not to be in debt and keep it this way for the last 10 years. I appreciate its still good - and I am unlikely to need credit this year - so it will increase again over time. But what if this wasnt the case?
However, its the total disregard for me as a customer - I have not always has such a good credit rating - and something like this would have set me back significantly in the past. Surely they cant deny me credit, affect my credit report, and not explain why?
Do I have grounds for complaining to the Communication Ombusman?
What do you think?
C
Can you offer some advice please, if you can.
According to both my equifax/experian records I have an excellent credit score.
However O2 recently called me to offer me a 'special deal' and i mentioned i didn't think that would be possible because I had recently changed my contract - but they said my phone number had been listed and therefore I must be. I got chatting the adviser and decided i wanted to purchased an IPad through their refresh range.
However, when went i went to set up the credit agreement i failed the credit check. The Advisor said i had too many connection open with this bank card (I pay for my mum and dad mobile phone bill) - so we used another bank cared and I failed again. I was told by the sales Adviser that it was an internal 02 issue - just call customer service and have it sorted out.
So, I call O2 customer services and they say they cant help, and that i need to get my credit reports and send them to the credit referral team. I strongly disagree because i know its not my credit reports which are the the problem. Anyway to cut a long story short .... I do get my credit reports and they both are 'excellent' and confirm that its not my credit score/report that is the problem.
However, the response from the 02 credit referral team once I sent these credit reports to them is frankly useless. They advise that their business processes are commercially sensitive and they cant explain why i have been refused. They do offer to remove the second credit check from my account and that this will take place in the next 48 hours.
However, because of these actions my credit rating score has gone from Excellent to Good. Now that annoys the living hell out of me.... I have worked hard not to be in debt and keep it this way for the last 10 years. I appreciate its still good - and I am unlikely to need credit this year - so it will increase again over time. But what if this wasnt the case?
However, its the total disregard for me as a customer - I have not always has such a good credit rating - and something like this would have set me back significantly in the past. Surely they cant deny me credit, affect my credit report, and not explain why?
Do I have grounds for complaining to the Communication Ombusman?
What do you think?
C
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