Refused new phone due to failed credit check

[David74]

Every couple of years I will upgrade to a new IPhone.  I phoned to upgrade last week and after finalising the package was asked to consent to a credit check.  I did so and was told within 30 seconds that I had failed.  I earn pretty well and have an excellent credit rating so was a bit surprised.  Now matters become slightly curious.  I have checked my credit record in real time and no hard credit check was carried out - clearly you can’t fail a check which has not happened.  I wonder what the real reason is and why this is being misrepresented to customers?  Clearly I’m leaving Three and another provider had no issue with giving me a new phone.  

[JonathanB]

Hi @David74,

That's really strange to hear. Many credit reporting apps only update full info once every 30 days, so this may explain the lag in this info showing, but if you'd like to enquire further about whether this can be appealed, I'll send you a bit more info by PM.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Geluk]

~It's a standard 3 procedure, so don't take it personally!

[Nicola73]

They shouldn't need to do a credit check as you're not a new customer and I assume you haven't defaulted on your payments. Your payment record wouldn't bring a credit check request up on their system. How very odd! I would definitely check your bank statements carefully for the next few months, especially as you've not had a hard credit check on your records, but even a soft check would show. We don't know what people can do these days with our personal info. So many scams going on. Sounds very 'iffy' that, when another company with the SAME info/access to your accounts have no issues. 

[JonathanB]

Hi @Nicola73,

In the past upgrades could be carried out without credit checks, but Finance Agreements to pay devices are formal loans these days, so more detailed credit and affordability checks are a must. We appreciate this can be disappointing but this is done to ensure we're operating responsibly as a provider.

Thanks,
Jonathan

[JJW1994]

What a load of rubbish, your website is a joke, makes you process untold amount of credit checks but then fails to actually process the order resulting in many credit checks, how is it my fault that your system is a shambles? Your system should show all the untold amount of times credit checks have been done and passed in a short space of time, now I am being told I have to pay my full contract price even though I have exceeded my contract date! My company use Three Business across the board (40+ contracts) safe to say, we will be taking the business elsewhere when the contract ends in May.

[Paddiewack]

Why do people always play the ( I’m leaving card) when things don’t go their way? Jonathan was telling you how Three’s and as far as I’m aware (certainly O2) systems work. So it’s not a load of old rubbish and perhaps manners could be displayed here instead of ignorant childish point scoring. If you’re going to leave then do so silently so I can remove my metaphorical ear plugs.

[JJW1994]

What a load of rubbish, your website is a joke, makes you process untold amount of credit checks but then fails to actually process the order resulting in many credit checks

[Paddiewack]

FYI All mobile networks carry out a credit check if you want to upgrade.Past payment performance doesn’t guarantee current affordability.