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Hi O2 team,

I ordered via check24 (sparhandy) an iPhone 13 with 60 GB of data and received the following rejection “Achtung: Der Anbieter o2 har Ihren Auftrag storniert”. I went to an office of o2 in frankfurt and the people there told me that they cannot say the exact reason for the rejection because it most probably is related to my credit assessment which I guess comes from the IBAN I provided during the order. I am absolutely sure that there should not be an issue with my credit rating or whatever similar. 

I would like to understand the exact reason because it is quite frustrating the fact I would like to be your client and would like to sign 2 year contract and in the same time I am treated like a criminal without any explanation. This has never happened in the past when I was signing contracts with other providers. Please let me know what should I do in order to get this solved ASAP as I need would like to take the offer I got from Check24 with buying a phone and signing contract.

17.10.2022 09:52 o2_Katja moved to our english community

Hi @petrakis and welcome to our community.

As you already mentioned, you had no problems with other network-providers, right? So now I just only can guess, why your Contract was refused. You are british, right? Since Great Britain is out of the EU this maybe (may be) the reason why your contract was refused. I’m pretty sure, your credits are okay!

Maybe I’m wrong...

Hi there,
I live in Germany since 7 years and I have EU nationality. So from the information that O2 has for me they see an IBAN (German bank) opened in 2015 that never was negative and they see my nationality which  is EU one, therefore when you draw the line the rejection might be on discriminatory basis, because my passport is not German.

The question is who can tell me what the reason is and how I contact and obtain this information?

The reason will be that you failed creditworthiness checks, but to get the exact reason you will have to write to o2 in Nuremberg. Not having German citizenship (whether EU or not EU) is not a reason to reject a customer.

The IBAN is irrelevant as o2 does not see any information about bank accounts.

The question is who can tell me what the reason is and how I contact and obtain this information?

Hello @petrakis , sounds greek! ;)

Excuse me I couldn’t help you further on. I just answered your topic to get you up! ;)

Please be (an english) patient til a stuff member (Mod) will answer you. This may dure about (worst case) 14 days.

I know, it’s hard to do…

Keep a lid on things ;)

Hello @petrakis,

welcome to our o2 Community 😊

I'm sorry your order was declined. The reasons for this can be manifold, we do not have any information on this for data protection reasons. Information on the rejection can only be obtained from this address: Telefónica Germany GmbH & Co. OHG, Auskunftsstelle, 90345 Nuremberg.

Please write to this address (including your full first and last name, your address and your date of birth) to inquire about the main reasons that led to your rejection.

Best regards

Giulia

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