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TeeJay (2309)

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Working in Truro
Graduate with BSc (Hons) in Computer Systems and Networks
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Journal of TeeJay (2309)

Sunday June 29, 2003
09:05 AM

yet more problems with o2

[ #13128 ]
This weekend I wasted an hour in watford trying to get an o2 phone on contract - shouldn't be hard as I pay my bills, have a couple of loans which I repay on time and may all my household bills - oh and I have a mortgage and a well-paid graduate job.

But o2 check credit by your name and address - or rather they give your name and address to equifax who promptly return some useless information equating me to a liar and thief and somebody not to trust to pay a twenty pound bill every month!

Of course o2 claim that its equifax who are to blame for my not getting a contract - so I check the equifax website. They helpfully provide lots of useful information and (for a charge and week long wait, and if they are in a good mood) will send me my credit record (which I can then make official changes to using big forms and waiting 28 days, etc, but of course only if their 'sources' agree that they are mistaken).

Equifax (or rather their website) inform me that o2 are obliged to tell me why they refused credit - in the shop o2 claimed it was equifax that told them not to and were unable to give any reasons, information, tell me my rights or what I could do, or who I could contact in o2. Eventually I was given equifax's address very unhelpful and if I mentioned that it was o2's fault the 'customer services' person got all uppity and ready to call security in case I raised my voice.

The email I received from o2 claimed that I was refused credit after they took into account my personal circumstances - this is an outright lie - I know their java website can barely cope with 2 accounts having the same email address let alone make clever decisions about credit on the fly - all their system does is throw some addresses at equifax's computer which returns some kind yes/no responses and then conclude that as I don't have a barclay card and store-cards coming out of my ears that I am bad credit. Of course o2 won't tell me this - they claim its based on their experience.

My experience and that of the salespeople in independant mobile resellers is that o2 is turning many people away despite them easily affording it because of a very poor credit check algorithm based on too few criteria - and certainly not based on personal circumstances because they don't get or request that information to make the decision.

So they are liars and fail to meet their obligations and they won't give me a 20 quid a month phone. And their JSP website breaks if you look at it funny. They also practice cold calls, (and then lie about contracts to minors).

Hopefully soon I find other who have had other problems and continue with my complaints to the appropriate authorities - oh did I mention that their is no complaints or customer service contacts with o2.

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  • by TeeJay (2309) on 2003.06.29 9:16 (#21524) Homepage Journal
    oh dear []

    oops [] (read the comments they are pretty realistic)

    seems o2 really are a bunch of sharks.


    @JAPH = qw(Hacker Perl Another Just);
    print reverse @JAPH;
    • Think as an ex employee of o2 online & a uni student with an o2 contract I need to wade in here. O2 the shop and o2 online are seperate companies thats why the shop couldnt help. The advisors just see a screen saying credit checked refused refer cust to equifax. That letter is an over exaggeration as the system does not let a customer stay on hold anywhere near that long and it is policy to offer a call back if it will take a long time to resolve. The advisors cant pass you around due to the type of
      • To be honest, o2 have frequently disappointed me. Nobody mentioned that the shop was a different company (its not *really*, they are all part of mm02, any boundaries are self-imposed for tax benefits, etc). The non-o2 shops were more helpful and courteus than the o2 shop (and had better offers).

        The website has had many issues with mozilla, and I only recently managed to read a news page with WAP without getting errors (through the 02 servers).

        Finally I have to call them to enable MMS on a phone that was


        @JAPH = qw(Hacker Perl Another Just);
        print reverse @JAPH;
  • In the US, credit agencies are required to give you a copy of your report free if you are turned down for credit because of it. There's still the bureaucracy to wade through, but at least you don't have to pay for (possibly fake) information about yourself. I'm surprised the situation is worse in the UK, considering that Europe at least pretends to care about privacy of personal data.
    • Yes - we have the Data Protection Act that lays down fairly strict rules and a data Commisioner that enforces them

      We are quite well protected but there is a lot red tap to get through and most people don't have the time rather than the money to sort out problems.

      The privacy is pretty well preserved on the whole but I think the system needs updating to be more like you mentioned - free credit report if you get turned down for credit would be a tremendous step.

      The problem lies with o2 and those providin


      @JAPH = qw(Hacker Perl Another Just);
      print reverse @JAPH;
  • Is there any reason that you must have an O2 phone ?

    There are 4 other mobile operators in the UK, 5 if you include '3' but their handsets are clunky. Vote with your feet, go elsewhere.

    In a perverse way, you will not improve their service by bashing them until you get what you want. Their metric is market share. They will only change their customer service policy when their market share slips.

    Actually getting a phone from them will indicate that their customer service must be adequate so there is no incen
    • my wife has already signed a 12 month contract and her sister is already with o2.

      This kind of forces my hand as cross-telco prices are so high and the talk time she has provided only applies to 02 and landlines.


      @JAPH = qw(Hacker Perl Another Just);
      print reverse @JAPH;