O2 online shop - well and truly CR*P

shoegirl

Has anybody had any luck using the O2 online shop?

I've had 3 credit cards/laser cards rejected with the following message "Your payment method has failed a security check" etc. It then tells me to contact Speakeasy customer service.

I do that. They give me a telephone number for "O2 Shop."

I phone that. They give me the telephone number for Speakeasy customer service.

I try customer services again. Some halfwit called Stephanie answers the phone, takes my number and tells me she will ring me back. To her credit, she does. However not to her credit, she tells me that there is a "problem" with my bank. I ask her "which bank?" as the cards came from 2 different banks. She cannot tell me. "Surely," I ask, "it cannot be my bank as they are actually 2 different banks?" No, she tells me, its your bank.

So I phone both my banks (although know she is telling me porkies as 2 different banks cannot suddenly mysteriously start failing, particularly since I'd used all 3 cards successfully in the previous week) who both confirm that what Stephanie is telling me is total crap.

So out of interest I call back O2 customer service and ask to speak to a supervisor. I don't get one but I do get a marginally more helpful person who agrees with me that what I was previously told was rubbish and that clearly there is a problem on my site. Regretfully, my new person tells me, I probably won't be able to place an order on the site since once the same card fails a few times, its blocked (she compares this to a bad password on an NT login). She suggests that I try to order with a friends credit card as I probably won't be able to order on their website.

(Strange this - I am trying to buy from them and they are basically doing nothing to help me spend money on THEIR products and services instead of their competitors products and services. Yet nobody in O2 seems interested or capable of actually helping me to spend my money on O2!)

Anyway she tells me that she has passed the problem to technical support and that they will be in touch with me soon. That was yesterday.

Today I got a voicemail from O2 telling me that I can fax my credit card statement to a number in Limerick. (Great - i just LOVE sharing my personal details with an unknown person in Limerick. It just makes me feel secure in the fact that O2 really does care about my credit card security). Apparently then I can do business with them.

The strange thing is this....
1. This isn't the first time I've bought anything from O2, I succesfully purchased a phone from them online about a year ago
2. I've been registered customer of O2 back since almost the beginning of Digifone's service in early 1997
3. Nobody has ever asked me to fax my credit card statement. Particularly not in relation to "security." Again the fact that this is 2 different credit cards makes me screw up my eyebrows.

Just out of interest I got a friend to make the same order under her name, with her own credit card. Guess what? Same error message. Crap or what?

Out of interest, has anybody else experienced this with O2 and did you pursue it with them, and what was the outcome? The problem is that my partner wants a very particular model of phone that is 50 euros cheaper from O2 online than in shops at present (although admittedly I am seriously tempted to simply buy her the Meteor version, albeit 10 euros dearer, but presumably less problematic). And I am stuck between a rock and a hard place here.

Unless somebody can tell me of anywhere in Cork selling the Nokia 6101 on O2 network prepaid for 169?

sweeneytodd

Sorry but I bought a phone on there half an hour ago no probs

mikeruurds

I purchased a sim pack from them last year using my VISA card and had no problems either... these problems must be a recent development :rolleyes:

Sponge Bob

a comma out of place in an address field can fail a card check nowadays Shoegirl. I have noticed that ecommerce is becoming more and more of a pain since about June/July

shoegirl

Funny that, I buy online all the time and the only other site I've ever had problems with was Pixmania (not a problem with my card - just that my order sat there for 3 weeks and wasn't processed even though it appeared to be).

I got a friend to try to order with her own VISA card and she had the same error.

Now O2 are telling me that they can go ahead and let me order if I fax them a copy of my passport/drivers license and recent VISA statement. (Great I just love sharing my id with large companies). All this for a prepay phone I will probably end up having to just walk into a shop and buy with no id.

It just seems ridiculous to me that a large ecommerce outfit is willing to lose sales because of flaws in their own system. And believe me, this is the last time I ever try to buy anything from O2.

hugh_jass_ie

Hi Shoe,

Ive heard that o2 have implemented a new security policy with credit cards due to increased fraud. Their service is normally great to their credit. Some companies have to put in rules where certain ip ranges or credit card types are rejected, but can be whitelisted. That's probably why you have to fax your statement to their security dept. Im sure you can black out your transactions!

Hugh

funkymonk

Tried tried twice to join o2 via the online process and it failed twice, first time a blank screen after the confirm, second the error "Your payment has not been accepted due to security limitations. You can contact out Customer Care Department for further information. "

Rang support twice. Asked her to check if I had managed to join, and was told to wait 3 days!!!! That was rubbish as I should have gotten a confirmation email at the very least if it had worked.

Rang support after the second time and she didn't have a clue about that error message and told me to go to an o2 shop!. The reason I was doing this online was because of the extra minutes on the price plan.


AARRRrrrrrgghhhhhh!!!!!

Ruu_Old

I never had a problem using the O2 shop and use it quite often, works great for me.

jim-mcdee

I'm always having problems with it, and the same response from customer support. They don't seem to care or even check the problem at all. Hopefully it will be better it is 3 now, but I wont hold my breath.