Credit Check Failure

[longs166]

I'm hoping someone has either gone through something similar and can help or even better someone from Vodafone picks it up and can explain the situation to me.

My Wife and I applied to get Vodafone Broadband as we are moving house. Everything was fine on the application until they said that our credit application was denied. The reason for this was not given and so it was suggested to check our credit scores. Having run credit reports on Experian, the company used by Vodafone, we both have excellent credit scores and having spoken to Experian personally they can see no reason at all why Vodafone would refuse to take us on.

As a result I called Vodafone back to get a more detailed explanation. The only information the assistant could tell me was that it was due to some sort of internal policy that classed us as a risk. My Wife and I, and the guys at Experian are baffled at this as no-one can identify what risk we might be.

Can anyone explain this at all?

Any help very much appreciated.

[flashforward]

I failed the credit check for fibre because my credit rating is VERY low. I already had a Vodafone mobile contract and when calling the home broadband team, they spoke to the credit team and processed my application. I think it might depend on who you speak to.

[146]

Were you applying for the new address ?  The current/previous occupants may have a poor history and the address is flagged as a risk. That'll take a while to resolve, a neighbour went through that, it took months before B.T. would connect him with a landline.

[longs166]

We were applying against the new address yes but having checked with Experian there is no reason why this should affect the application as all of the credit searches are done against your current registered address. The mystery continues and Vodafone have still be useless and unable to provide any explanation; deeply frustrating!

[IanLDN]

I had the same issue.  Completed the home broadband form online - choose 76 fibre + 1 extra for phone line.

Logged into my existing vodafone account, which completed all my details, agreed for monthly cost of broadband to be added to my existing direct debit.   Went to completed the purchase, however credit check failed.

I then purchased a subscription to the same credit agency that Vodaofne uses, Experian (take note Vodafone - this cost me money £14.99) to get a complete credit score report.  The score was perfect but of course the check is done by the lender not the agency, so possible includes other factors. 

I then called Vodafone and explained the situation, I then asked the broadband sales representative to try and sign me up over the phone.  The credit check worked - no issues.

They did mention that a they had heard of failing credit checks unexpectedly and would report the issue to their management.

So I know that some applications may be failing when they shouldn't be - as it happened to me.

So my advice is ... if online it fails, give them a call and do it with their help.

[longs166]

Unfortunately our application was done over the phone and I have tried to call back since to get an explanation but Vodafone have been unable to provide me with anything. All I really want is for someone to explain to me what the issue is so I can at least understand what went wrong but at the moment Vodafone are just leaving me in the dark with no information to work on. I certainly won't be recommending their services to anyone after this.  Any other ideas very welcome!

[IanLDN]

Are you an existing Vodafone customer with mobile?

When you applied and they take the address of the new property and your old (current) address, which address was the route going to be delivered to?  I would suggest that the delivery address is the same as your current address and you take the router with you - I was thinking that a different delivery address may be causing the problem.

Also did they try both of your names for the check.  Did you ask the customer care representative to call their credit team and explain.

One other thing could be to actually go into a store and they may see the reason for the check failure.