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. 

[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 

[Cogitatio]

Maybe if you checked with other bills you have applied for like PayPal credit etc? Ensure all of your other monthly payments and or dues are cleared, I think this is a problem with mine, got rejected twice, will update if successful after 90 days. 

[Minutesandmiles]

Just had this happen to me, absolute joke. Why have a "new year sale" when it is impossible to take advantage of any offers. 

Classic case of computer says no. I'll be taking my business elsewhere 

[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.