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. 

[Georgie49]

same thing has happened to me - have you managed elsewhere and can you kindly signpost me where? 

[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.

[Jannine]

I know why they are turning us down, I've been with three over 20plus years.

I have three contracts with three all up for renew. I was on the phone for over 55 mins just dealing with one contract. Honestly the pushing of insurance products was uncomfortable and embarrassing. I explained I had a add on to my Halifax insurance that covers my devices and laptops. The customer service agent kept insisting three cover will cover more. I explained I'm covered for theft and damage already. She again kept insisting I was wrong. This went on for around 18 mins trying to force cover on me that I already had with the Halifax.

Finally the credit check came and straight away I failed. I said what? How can I fail my experian score is 984 out of 990? I said I don't have a credit card and always pay my bills on time. I then looked at all the credit agencies convinced someone had been applying in my name. I checked everything on my file and there was no issue. I was angry and upset and terrified someone had stole my identity.

I own my own home out right, have nearly a perfect credit score and have a good income coming in, how did I fail?

The more I think about it the more it's obvious, I said No to their insurance. When you take out a contract they sell you two sets of insurance. The first one is for screens and damage the next one is for theft and damage.

I believe if you turn these insurances down you fail your credit check.

This is their way of checking that the mobile device is looked after in the event of accident and their way of taking more money from the customer.

Insurance is a easy money maker for companies. Them turning down customers who don't want their insurance, because they have cover three and Vodafone obviously don't like.

I'm reporting this and asking experian for their reasoning, I've also already written a email to three. 

I think it's disgusting three have treated us this way.

I bet you all turned down the insurance also, this has nothing to do with the credit check and everything to do with insurance that three are forcing their customers to take it.

Please complain and don't allow them to treat good loyal customers with excellent credit this way.

[MichaelP]

Hi @Jannine,

Thanks for sharing your experience, and we can completely understand how an unsuccessful credit check is disappointing. 

As credit checks are completed using an automated system, please let me assure you that turning down the insurance addition would not have been a contributing factor to this.

Please feel free to submit a credit check appeal by email and include: 

• A recent copy of your credit file.
• All addresses for the past three years.
• Date of birth.
• Any other relevant documents (for example, a copy of your driver's license, passport or bank statement). 

You may send the email and documents to credit.checking@contact.three.co.uk . You may also read more about our credit checks. 

Thanks,
Michael

[Kelvin]

It really doesn't get any better! The explanation you gave seems reasonable but it all falls down when I click on the link you provided re 'credit checks'. It doesn't say anything at all about the issue we 'complainers' are raising . It does say how 3 will use credit checks to check identity etc in addition to see if we are good payers. Tell you what: I bet a company as big as 3 has an accounts department and I bet that department has lots of computers which store every bit of data you can gather on us bill payers. Important term there:'bill payers'. Believe it or not we don't pay our bills to be insulted by this ridiculous charade that goes on with 3's denial of any responsibility. Never have I had to deal with a company that, when asked 'why did you make this decision', they reply with words to the effect of 'because we did and we are not going to tell you why'. Perhaps you could ask a responsible person to confirm that bills are paid on time, every time.

[Shashi81]

I was given the option to complain but was told to "set my expectations" because the decision wouldn't be over turned and they were prevented to tell me why.

[Tash1998]

This exact thing has happened to me today. My contract runs out in two weeks and now I am left with no option but to go elsewhere and everywhere else is so much more expensive. I am absolutely furious and glad I’m not the only one experiencing this 

[JonathanB]

Hi @Tash1998,

I'm sorry to hear that you haven't been able to renew. Here's a link to more info about our credit checking. If you check the section about automated decision making, there's advice on how to get this double checked.

Thanks,
Jonathan

[Jannine]

I believe this isn't about credit scores. score is 984 out of 990.

This is everything to do with declining their two lots of insurance they really try to force on customers. I've been with three 20 plus years, own my home outright. Have nearly a perfect score but was turned down for a cheap contract phone. How embarrassing , stressful and upsetting. Plus the waste of time on a precious bank holiday.

Three don't deserve no loyal customers.

So far this year I've lost full service on all three contracts for 5 days. I was told there were issues in our area but I know a few of the days have been nationwide.

If three don't want our custom then it's time to change. Goodbye three farewell. You don't deserve good loyal credit worthy customers. You go after the ones who buy your insurance and then make false claims. There is obviously a reason to three madness.

[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.