Can’t and won’t let me upgrade

[L33]

Hi I was told by 3 that I couldn’t get a phone on contact because I have a low credit score then the same day I received a phone call from 3 saying if I have a SIM card deal and make three months payments I would be able to upgrade to a new phone so I’ve paid my bills on time and tried again for a phone upgrade and still being told NO why do you do this to customers I’ve seen a lot of negativity regarding this 

[Joffa81]

It seems Three have moved to a new system that uses independent credit checks for handsets on their new contract system (FDC credit check I think off the top of my head). 
This is because handsets are expensive and Three (along with other carriers) are wanting more security to make sure handset costs are not written off by people not paying bills. 
The downside to this new system is that some people who previously got upgrades without any issues seem to be falling foul of the new credit checks for handsets procedure. You can appeal it if you have a good long term standing with Three and you need to get in touch to ask how and to start the process of appealing the decision. 

[Rachel2]

Hi I've been a very loyal customer always paid all my contract for device and plan airtime I don't find the new system good I have schizophrenia and personality disorder and anger issues limited concentration no patience moderate learning difficulties emotional behavioural disorder and feel like rubbish of credit check not going through cos I used to just get upgrades in past that I completed this isn't very fair the first advisor on three was a man he said no wait four days and u will be eligible so in my mind I was excited to get new device and today enquired on phone this time a women answered she said all about the package details made it worse cos done check said not successful  need to re apply in 90 days meaning January  I really carnt handle this decision its made me feel like a piece of  trash to have credit check and get told no cos my score to low I feel like leaving three cos I've been a valid customer and now carnt upgrade my phone its made me have weird thoughts in my mind cos of my health status mentally disturbed me I was almost promised it four days ago need a appeal else I'm willing to try another network pls replie urgently to this message its really disturbed me plus she was saying about how to get I.D for phone validation on delivery what didn't go through so I paid online with post office citizen ship card for proof of I.D cos I was so eager for this upgrade was everything to me to be told no made me speechless lost for words now paid 30 for the I.D card that I don't no longer need money wasted and I'm on medical ground benefits not able to work that's why carnt buy it straight my benefits are limited the z fold samsung 6 is the one I wanted and the z fold samsung 4 is what I've nearly paid off ends 25th November 2024 but that man on Mon or Tues on phone said I could have early upgrade no upfront cost but no I find three network turned sour with customers over new rules experian credit check what I didn't have got told low credit score I need appeal really annoyed if not I'm gonna leave three and tell my friends not to use it sorry 

[PeteG]

Hello, Rachel.

It's disappointing to hear you didn't get approved during the credit checking process. I understand how frustrating that can be.

This could be due to changes in your circumstances, changes in the credit checking process, or a combination of both.

As a company now regulated by the FCA, performing a credit check is a regulatory requirement before any applications can be approved. It's part of Three's responsibility as a company providing financial agreements to ensure that they are not putting anyone at risk by approving applications without the required checks being performed.

I can't confirm the specifics of what Three checks for within your credit report, but if you're confirming that your credit score is low, there is a good chance that it could be one of the reasons the application was not accepted. Approving an application when there are signs the agreement could not be upheld would be considered irresponsible. There's a duty of care there that's taken very seriously.

Of course, if you feel that something has been overlooked or processed incorrectly, you can appeal as you mentioned. This doesn't guarantee the decision will be overturned, though.

You mentioned getting proof of ID for the delivery, and that's often a good idea. Most couriers have a Proof of ID delivery option these days, and when it comes to mobile phone deliveries, couriers will often have this option set as a requirement due to mobile phones being high-value and high-risk products. This helps ensure that what you order gets to you, and you only.

I'm sad to hear you've decided to leave because of this experience. Hopefully, you'll decide to stay and enjoy future experiences through the Three network.

Pete.