Upgrade from sim only to handset application needs looking at

[Sarahlou666]

Hi, 

This morning I checked my o2 account and it said eligible for an upgrade, I currently have a sim only contract which I have had around 6 months , when I started placing the order I got a message saying it looks like you will pass a credit check so I proceeded to order, I paid the upfront fee and then got an email from o2 credit risk team saying we need to take a look at your application and we will get back to you within 24 hours , my credit score is poor however this is from old historical debt, I'm in a much better financial position now, I just hit a few speed bumps with debt after a relationship breakdown resulting in only one income. I desperately need a new phone as mine is currently not working. Does this sound like I may get rejected ? I have always paid my o2 bill on time , never missed a payment 

[MI5]

@Sarahlou666 

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you - on Facebook (https://o2uk.co/O2CFB) , X (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

Thanks

[Enlli]

Nobody here can say. O2's credit risk team are a law to themselves. 

They will have probably done some affordability checks but they will do a full credit check and make a decision on that.

Hopefully you will be OK

[Sarahlou666]

I called customer service to see if there was an update, but  the advisor said i needed to cancel my order and reorder with him , I declined as I don't want to have to pay the upfront cost again, I then spoke with the online chat guys and they said I don't need to cancel so I am so confused 

[MI5]

@Sarahlou666 

You'll just have to wait and see then.

Your upfront payment will only be pending with your bank and not taken by O2 unless you are accepted anyway, so you haven't actually spent the money yet.

[Enlli]

I hate to say it but I would suspect the person who said you need order through them was just looking to make commission.

You might have found it hard to cancel the original order but almost certainly got another hard credit search which will do your credit rating no good at all 

You did the right thing to refuse 

[MI5]

Sadly, these days, customer service is only interested in selling stuff you don't need.

[Sarahlou666]

That's what I thought too, that's why I declined and he was quick to end the call. 

Just hope i am accepted for the upgrade as my phone doesn't work properly 😪

[Oxonian]

If O2 decline you @Sarahlou666, please do not forget that you might get a better deal and credit too by buying direct from the manufacturer - Samsung, Apple etc. 👍