topic Re: Failed credit check on upgrade in Account and services

Failed credit check on upgrade

emilouuuuuuuuuu — Sun, 27 Oct 2024 12:45:44 GMT

I've been a loyal customer with Three for a very long time - close to 10 years. I had the option on my Three account to upgrade early, so that's what I (tried) to do.

I contacted someone on the live chat to upgrade, chosen the phone and airtime I wanted and proceeded through the checks. I was then told, despite being with Three for almost a decade, have a fantastic credit score, that I have failed the credit check. How? I don't have any debts, no credit cards, I have a good income, my credit score is high but I've still failed? I've paid my Three bill (and all other bills) on time every month for years. I didn't have to have a credit check when I upgraded last. I was advised by the advisor to try again in 90 days. My contract ends next month. I will not be upgrading. As soon as my contact ends, I'm done. I'd rather go with someone else or have no phone at all than give Three anymore money.

Re: Failed credit check on upgrade

PeteG — Mon, 28 Oct 2024 10:24:03 GMT

Hello there.

Ah, that's disappointing to hear, and I can imagine it was pretty frustrating for you to hear.

I'm unable to advise anything for certain when it comes to your credit report, or what Three's decision making process was, however I can confirm from personal experience outside of Three that generally the score you see isn't the biggest factor most companies are looking at. Having no debts and no credit cards doesn't help your eligibility when it comes to applying for finance, it can in fact harm your success rate. Companies are looking to see how you handle your debts, do you keep up with payments on loans and credit cards, that kind of thing. If you don't have any of those things, companies might not be able to give you finance.

It might be worth speaking to a financial adviser at your bank, as they usually offer that kind of advice, and they might be able to give you a few pointers on what things actually improve your odds when it comes to applying for finance.

Pete.

Re: Failed credit check on upgrade

nds2024 — Mon, 28 Oct 2024 12:10:06 GMT

The exact same thing has just happened to me! Three customer for 15 years. Experian credit score of "excellent", never had a late payment and never been refused credit. I've just been declined! It's crazy!

Re: Failed credit check on upgrade

Jaimie — Tue, 05 Nov 2024 09:34:53 GMT

Same happened to me! Good score, manage debts and loans on time every time for years... failed a check for a mobile upgrade after an hour on the phone to now not be able to upgrade for 90 days to probably fail it again. Makes no sense, seems like a common issue with experian working with three to be honest.

Re: Failed credit check on upgrade

nds2024 — Tue, 05 Nov 2024 11:38:24 GMT

So Three said it was a known issue their end! It’s now gone through after far too much time spent trying to resolve!

Re: Failed credit check on upgrade

Threenomore — Mon, 09 Dec 2024 15:42:05 GMT

Had a similar experience, been with Three for 15 years+, never missed a bill, and suddenly 'failed a credit check' with no reason provided, despite doing my own credit check on the same day to double check(which came back excellent)

Did some digging and it looks likely that Three are purposefully rejecting customers... see below.

Your situation with Three's credit check issues and their refusal to provide clarity reflects a broader pattern noticed by other customers. Despite your excellent credit score, Three's reliance on Experian and their opaque decision-making have caused similar frustrations among users.

This issue might be indirectly related to the recent merger of Three with Vodafone. This merger, approved in December 2024, combines both companies to form a significant network provider. The integration is expected to focus on investments in infrastructure, particularly 5G expansion, and it involves complex restructuring. Some analysts speculate that these internal changes might be influencing customer policies or altering the types of contracts they prioritize. It’s possible that Three is selectively targeting customers to align with new strategies or to prepare for competitive pressures in the revamped market.

If you suspect that these credit checks are being used as a pretext for other motives, you might consider filing a formal complaint with Three or seeking support from regulators like Ofcom, which oversees telecom practices. Additionally, the Citizens Advice Bureau can offer guidance on how to approach the situation effectively.

Re: Failed credit check on upgrade

Minutesandmiles — Mon, 20 Jan 2025 17:58:59 GMT

Just had this happen to me, absolute joke. Why have a "new year sale" when it is impossible to take advantage of any offers.

Classic case of computer says no. I'll be taking my business elsewhere

Re: Failed credit check on upgrade

Ness — Thu, 23 Jan 2025 19:35:48 GMT

Hi been with three for over 20 years run two phones with them , horrified that I've failed credit check on upgrade, never happened before, two phones on their way to new provider.

Re: Failed credit check on upgrade

Georgie49 — Thu, 20 Feb 2025 17:42:38 GMT

same thing has happened to me - have you managed elsewhere and can you kindly signpost me where?

Re: Failed credit check on upgrade

Kelvin — Tue, 11 Mar 2025 15:15:05 GMT

I am currently going through the same nausea. I have been with 3 since their initial roll out, never missed a payment, had various upgrades etc. My problem started when I visited my local 3 store. I wanted to see about a possible change of plan. I mentioned that perhaps I might like to change my phone as my current one had suffered a few knocks along the way etc. Phone options were discussed and I settled on a replacement phone. Then I was told credit was denied. I wasn't even aware that I was seeking credit! The assistant tried to get a reason from their credit department, only to be told "Computer says NO" (or words to that effect. After a lot more faffing about I agreed to take another phone. That phone has its own issues and I went to the store today to return that. I was upfront with the assistant and told him that while poncing about transferring data from one phone to another, the SIM carrier in the new phone broke. And for that reason they refused to take it back. Contact with the credit department via email today got the same response. NO and we can't tell you why. I am sure I had read somewhere that the Consumer Credit Act specifies that they must give me the reason but they steadfastly refuse. After a very happy relationship with them for 20 years, laughing at my frieds with their tales of woe from other comapnies, it looks suspiciously like the end of the road for me an 3! Experian says my Credit Score is Excellent with a score of 988.

Re: Failed credit check on upgrade

Cogitatio — Thu, 01 May 2025 20:51:47 GMT

Maybe if you checked with other bills you have applied for like PayPal credit etc? Ensure all of your other monthly payments and or dues are cleared, I think this is a problem with mine, got rejected twice, will update if successful after 90 days.

Re: Failed credit check on upgrade

Cogitatio — Thu, 01 May 2025 20:55:38 GMT

Issue with their end? I have just got rejected twice, maybe because I have other bills to pay, but that’s due before the date and all is well? Luck you, I have to try 90 days later 😞 …

Re: Failed credit check on upgrade

Kelvin — Thu, 01 May 2025 21:13:54 GMT

Personally, I have not had any issue with bills (all paid on due date) for many years. Experian claim my credit is excellent. Three's resonse? Well that has become tricky! They have resorted to lies, for example. They sent me a message saying they had tried to contact me on my Three number but couldn't get hold of me. Have they forgotten that the phone, provided by Three, will show me details of all calls, including missed inbound calls etc. And no such record exists for any missed calls from Three. That, to me, is what is commonly known as a lie! Today, they sent me a message saying they have not been able to resolve my complaint and even invited me to complain to Ofcom. I may just do that!

Re: Failed credit check on upgrade

P96 — Wed, 07 May 2025 15:01:08 GMT

This has happened me as well. Refused credit and cannot find out why. Been with three for years never missed any payments I have excellent credit score across numerous credit score sites. Passed from pilar to post trying to find the reason why. Will be paying my contract off early and moving to another network provider!

Re: Failed credit check on upgrade

Shashi81 — Fri, 30 May 2025 20:20:41 GMT

I have had exactly the same thing happen to me. I was with them for 17 years. I emailed to get a reason and was told they are prevented from providing a reason and that before I decide to escalate the matter I should "set my expectations" because the decision would not be overturned. I have cancelled my contract and the remaining contracts taken out by family will also be doing the same. Being declined will definitely have a negative impact on our credit scores, but that doesn't matter to them.

Re: Failed credit check on upgrade

Shashi81 — Fri, 30 May 2025 20:25:48 GMT

I was given the option to complain but was told to "set my expectations" because the decision wouldn't be over turned and they were prevented to tell me why.

Re: Failed credit check on upgrade

Ilya — Mon, 02 Jun 2025 18:53:55 GMT

I had EXACTLY the se thing happen to me! Been with them for over 10 years, they did a credit check, it declined. Even Expiran were baffled, I have top credit! Bought the phone cheaper with Argos, on a BNPL and a cheap GiffGaff sim. They've lost me as a customer!

Re: Failed credit check on upgrade

Going-soon — Fri, 27 Jun 2025 14:48:54 GMT

Looks like Three are trying to reduce their customer base. I'm in the same boat, perfect credit but Three hiding behind the old 'computer says no' excuse. I suspect it is because I am not a high enough spender. Well the pennies I do spend wont be going into Three coffers for much longer as I too will be voting with my feet!

Re: Failed credit check on upgrade

Tash1998 — Tue, 12 Aug 2025 17:05:33 GMT

This exact thing has happened to me today. My contract runs out in two weeks and now I am left with no option but to go elsewhere and everywhere else is so much more expensive. I am absolutely furious and glad I’m not the only one experiencing this

Re: Failed credit check on upgrade

JonathanB — Thu, 14 Aug 2025 16:34:23 GMT

Hi @Tash1998,

I'm sorry to hear that you haven't been able to renew. Here's a link to more info about our credit checking. If you check the section about automated decision making, there's advice on how to get this double checked.

Thanks,
Jonathan