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 screenshot here 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!
