Error with the application form causing failed credit check

[jamesfawcett]

Hello, there's a serious bug with your application form whilst upgrading a contract. I have an excellent credit rating, and wanted to upgrade my phone like many other posters on this forum, I was denied a £41 a month contract.

I recieved an email saying: 

We're sorry to say that your application was unsuccessful, so we can't set you up on Three right now.

We consider each application very carefully, but you didn't meet our criteria this time – based on information from our credit referencing partner.

The credit referencing agency we use is Experian. If you'd like to know more about the information they hold about you, here's how to contact them:

I contacted the appeals email to find out more. 

I recieved an email back from Three credit operations, they told me that I hadn't filled in the personal annual income on the application form. I thought strange - I don't usually miss things - I am a web developer too so I have an eye for things like this.

I went through the application form again from the beginning, and whilst filling in my details I've spotted a major issue with the whole process. Your form has a question about "personal annual income before tax" - however there's no input to enter an amount or answer the question. I've added a  (link removed) of how this part of the form looks. There's no way to enter your earnings at all, there are parts missing.

Looking on inspector, there's a div with the class gross-incolme-amount-field, which I believe should contain an input to enter an amount - but it doesn't It's completely empty. I have screenshots of inspector too if that helps.

I'm now concerned because I will have a mark on my credit file that I've been denied credit. I'm not happy, and the Three advice page says not to apply again for 90 days. I responded back to the appeals email to tell them about these issues, but they just gave me the customer service telephone number without any further help. 

I hope this gets fixed promptly, as it will be damaging other customer's credit ratings too and we are unable to upgrade our phones! 

[kaikell22]

I thought it was just me , my credit score is fine also so I just took it as a sign to not get a new phone haha!

[JonathanB]

Hi @jamesfawcett,

Thanks for this feedback, and I'm sorry to hear that this has impacted your credit check. I'll get this form issue looked into further, and hopefully once that's rectified you can appeal the failed check.

Can you upload the supporting images to the community directly on a reply to the topic? (Assuming there's no personal info included).

Thanks,
Jonathan

[JonathanB]

Hi @jamesfawcett,

I'm not finding the error you've mentioned, and were this happening on every online order every credit check would fail. Here's a screenshot taken from Chrome whilst testing the sales journey.

Can you help me out with the screenshots you've mentioned? Please upload these to this conversation if you'd like this looked into further. For security reasons we don't permit links to 3rd party image and file hosting sites.

Which browser(s) have you tested this with?

Thanks,
Jonathan

[jamesfawcett]

Hi Jonathan,

if it helps with your testing, I was using a referral link from USwitch too, from here: https://www.uswitch.com/mobiles/iphone-16-pro-max-deals/

Could that be part of the issue?

My screenshot shows you below too where elements are showing as "Undefined", and I found in the source inspector the empty input for income. 

[JonathanB]

Thanks @jamesfawcett 

That's really odd, the affiliate link from Uswitch didn't seem to cause any issues on my tests either. Are you still replicating the same issue today, or was that a prior screenshot? I'm definitely seeing the mandatory field to enter income.

[jamesfawcett]

Thanks for looking into it, upon looking again, prices are higher since I applied the first time. Like other people that have posted on this therad, I've accepted it as a sign from the Universe to keep my Iphone 13 Pro a bit longer and to get the battery replaced. I don't want to risk damaging my credit history further with another search.