Hi
I tried to upgrade my phone from an iphone 13 to a 15 last month but repeated attempts online and in store bounced back with the same error message at the checkout:
"Unfortunately there's a problem with your application. When you apply for an O2 contract we check for any existing accounts with us. We have found an account against your name with an outstanding query. So we had to stop your order. Please call our customer service team to sort this out"
I still have a year on the contract so I was trying to recycle my current handset at the same time as taking out the new contract which i have done for the past 6 years without issue. The account is up to date.
I have spoken to customer services who could not fix the problem and told me "I probably owe money to Virgin Media or something" (rang them; confirmed I don't owe money to Virgin Media), the helpful guy in the store couldn't fix the problem and IT couldn't help him, i even raised a complaint on the 19th December which has not even been acknowledged and I've run out of places to go for help.
Has anyone had this kind of issue? Any tips gratefully received
