O2 now credit checking for upgrades?

[jamieleewv1]

I went to upgrade my phone last night everything went as I normally does until I had a message saying 

"We need to process your application this could take up to 24 hours" 

I also had an email saying the same thing. 

I thought this was an error so went back to my basket to which it now says 

"Your order is awaiting credit check results

You can no longer add items or make changes to you basket as this will affect your credit history.

If you have been asked to provide additional information and haven't, please do so.

Otherwise, please wait for our credit team to get in touch with you."

It's been almost 24 hours I've had nothing. I spoke to live chat who told me its still under the credit check process. 

I have 4 lines with O2 and never had this issue before, is this a new thing after the merger with virgin? 

Very disappointed. 

[MI5]

@jamieleewv1 

Yes, it was introduced with the merger.

Everyone now gets credit checked and there's some anti fraud stuff they do too.

[jamieleewv1]

I see. 

Are the checks done automatically or is there anything I need to do? They haven't asked for any additional information on the email 

[MI5]

@jamieleewv1 

Sometimes they will contact customers for an ID check but you will be emailed if that is required.

It has been known for orders to get stuck so a nudge to O2 is required.

Either call sales or message on social media.

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255
Thanks