I tried over and over again to put through an order online to upgrade the device I have. It would let me all the way through to the device upfront payment screen but when I tried to make the upfront payment I kept getting an error message.
I tried with Apple Pay, visa debit and Mastercard debit and it would not work with any payment methods.
I eventually contact 02 on 21/01/2025 and made the upgrade over the phone. Everything went through the credit check went through and I received and signed all relevant documents.
The next day on I had a notification from DPD that they had the parcel and it would be delivered that day. I was not going to be in so I asked for them to rearrange it for the next day which they confirmed on the DPD app.
Later on that day I had a text message and a missed call from 02 ‘ Hi, we’ll be calling you today about your order, we need to carry out some additional verification, to allow the order to be processed or cancelled. The number will show as Virgin Media 0345 454 1111. Thanks, O2’
I called 02 as soon as I got the messages and explained I HAD placed an order and it wasn’t fraud. The lady I spoke to said that’s ok and she would note my account and then I ended the call.
The next thing I know 02 have asked for the parcel to be returned to them.
I have no idea what’s happening. When I called again to ask what was happening I was told there was NO note of fraud on my account. There was nothing they could do and I would have to wait until 02 received the device back and then put a new order though.
In the meantime time the credit check and loan agreement has been noted on my credit file. I continue to receive emails from 02 about my ‘new’ device and my contact.
The device is still showing on my account and the new tariff is also showing on my account.
I’ve been a customer of 02 for around 18 years and I can’t believe the lack of communication and the treatment. I’ve emailed the fraud team but is this normal?
