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. 

[Threenomore]

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.

[Jaimie]

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.

[nds2024]

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

[nds2024]

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!

[PeteG]

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.