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. 

[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.

[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! 

[Cogitatio]

Issue with their end? I have just got rejected twice, maybe because I have other bills to pay, but that’s due before the date and all is well? Luck you, I have to try 90 days later 😞 …

[Kelvin]

Personally, I have not had any issue with bills (all paid on due date) for many years. Experian claim my credit is excellent. Three's resonse? Well that has become tricky! They have resorted to lies, for example. They sent me a message saying they had tried to contact me on my Three number but couldn't get hold of me. Have they forgotten that the phone, provided by Three, will show me details of all calls, including missed inbound calls etc. And no such record exists for any missed calls from Three. That, to me, is what is commonly known as a lie! Today, they sent me a message saying they have not been able to resolve my complaint and even invited me to complain to Ofcom. I may just do that!