topic Can't understand why I've failed the credit check in Account and services

Can't understand why I've failed the credit check

northy246 — Wed, 04 Dec 2024 11:12:30 GMT

Been a 3 customer for well over 10 years, paying by direct debit, never missing a single payment. Have credit cards, always paid off in full. No mortgage, home owner. Full time accountant. Perfect 999 score with Experian.

Tried to upgrade my phone, to a contract which is LESS than my currently monthly payment, and failed the credit check twice (which as a separate issue, has probably damaged my rating). Absolutely furious - especially when so many other existing longstanding customers seem to be experiencing the same issue; some have suggested there is a glitch with the form? If so why don't they fix it?!

Appealed - no response. So my only option is to leave; I'm out of contract and not waiting another 90 days.

What a way to treat a loyal customer...

Re: Can't understand why I've failed the credit check

JonathanB — Thu, 05 Dec 2024 16:12:04 GMT

Hi @northy246,

I'm sorry to hear you've been declined for an upgrade. If you think this has been incorrectly declined, there's more information about how to query this on our page about credit checks. You'll find an email and more advice on how to get in touch with the correct team there.

Thanks,
Jonathan

Re: Can't understand why I've failed the credit check

northy246 — Fri, 06 Dec 2024 12:57:15 GMT

Jonathan, there is no doubt in my mind at all that there is an error in your credit checking process. Given the number of people on this forum raising the same complaint as me, 3 should test and examine the whole process as something is clearly wrong with it. The fact I would be paying less than half my current monthly fee is surely by itself, a big red flag (and have never in over 10 years missed a single payment). I've emailed the address on the link you gave above, which is different to the appeals address given at the end of the credit check. That again doesn't fill me with any confidence.
Can't put into words how cross I am that something as simple as a new phone plan is proving this frustrating.

Hopefully soon enough someone from 3 will have the courtesy to reply.

Re: Can't understand why I've failed the credit check

PeteG — Sat, 07 Dec 2024 17:42:58 GMT

Hey.

I'm not sure why there's two email addresses for the team. But it might be worth reaching out to the credit team directly by calling on 0333 338 1041. The credit checking process contains automated elements, and automated systems sometimes don't get things right. As long as your application was within the last 14 days, you can call the team there and they can review it for you.

Pete.

Re: Can't understand why I've failed the credit check

Spanna — Wed, 27 Aug 2025 18:59:14 GMT

I have had the exact same issue. My experian credit score is excellent, I have not unpaid debts, missed payments etc. I have a good income and have been with three for 25 yrs and have never missed a payment! Suddenly, as of last december, I can't upgrade and have now done two credit checks, and failed both. I retrieved my statuory credit report from Experian and information is all correct... cannot. comprehend why?! I have emailed after the first refusal and they upheld it. Am just querying this one! Can't understand why they won't tell you 'why' you've failed it?! Seems absurd!!