Failed credit check on upgrade

[emilouuuuuuuuuu]

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. 

[E1999]

This has just happened to me! Applied for a new upgraded contract having paying a monthly phone deal for 2 years with three. She took me through everything to accept the deal the got declined on a credit check when I have never missed a payment in my life and my credit score is very good! I now have to wait for 90 days, too! I went in to the three shop and they said it might be because I paid my November bill EARLY ! When the bill became available to my on the app 6 days before it was due! I clicked the pay my bill button. So I’ve basically been penalised for being a good customer and paying my bill early. Three are a joke and after these 90 days I will not be continuing my phone contract with them, they’re a complete sham !!! 

[MichaelP]

Hi there @E1999,

I can understand your frustration - unfortunately, credit checks are automated and are subject to change on each occasion. For this reason, we'd be unable to confirm why it was unsuccessful in this instance.

Such checks also consider any other financial arrangements that you may have outside of your plans with Three.

If you don’t think the decision is correct, then you can submit a credit check appeal by email to credit.checking@contact.three.co.uk.

You can also read more about our credit checks. 

Thanks,
Michael

[Ilya]

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! 

[Going-soon]

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!

[Shashi81]

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.

[P96]

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! 

[Kelvin]

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.

[Ness]

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.

[EllieMac]

May I ask did another provider say yes