Application unsuccessful, no reason why... Twice!

[Mckl1259]

I've attempted to change my contract in April. Did all the checks, had an excellent deal... Immediately said 'unsuccessful' when staff in store attempted to submit my application. 

I confirmed I knew no reason why this would happen. They encouraged me to appeal... They appealed for me via email in store. I did the same via my email address.

Got an eventual response saying I was unsuccessful, they would not be telling me why... And appeals don't count for this type of application. I could raise this with credit check company if I wished.

Contacted them... They stated it wasn't at 'their end'... It was with three. 

Contacted three. On the phone for 2 hours to various people ... Discovered an old account with less than £5 on it. Person on the phone told me it may have been passed to debt collection so nothing they could do. Then told to hold for 10 mins... He came back on the phone, said I could pay it. Confirmed it was all sorted. Confirmed that this was now classed as 'cleared' and sent me an email confirming this. 

Told me to still wait 90 days to apply for new phone... Which I did.

Go into store today... 2 hours of discussion about my new contract, new phone... To be rejected again! No reason, no insights. Appealed and again get a 'no... Not telling you.

I've got credit reports and all sorts proving that there's nothing on my files that will mean I'm rejected, but I can't get a straight answer. I'm now really concerned that two unsuccessful applications will have a long lasting impact on my finances... Does anyone have a direct number to someone who can help me?!

[PeteG]

Hello there. 

It's disappointing to hear you weren't able to apply successfully. At the end of the day, Three does have the right to deny an application if there's something about the credit check or application that concerns them. The team will no divulge the specifics of what they look for within the credit checking process, as this would serve to weaken the process if bad actors got their hands on the specifics. 

If you've gone through the appeals process and still been denied, this means a human has looked through the application that would have originally been performed by the automated system, and came to the same conclusion. Once a decision has been made on the appeal, there's no one else that can change that outcome. 

You are able to register a complaint about the outcome of course, however it's important to keep in mind that the complaints process would be there only for the purpose of documenting that you're dissatisfied with the outcome, it's not there to help overrule the outcome. I understand this outcome will be frustrating, but at this stage my advice would be to consider looking at a SIM option instead for now, or something similar.

Pete.