My Experian credit account is Excellent but Vodafone refused me a Sim card

[worcesterman47]

Yesterday I was  refused a SIM card only deal as according to Vodafone I have a bad credit rating,I was amazed so I immediately checked my Experian credit score and it states quite clearly my account is Excellent and also no signs of any searches from Vodafone.i have now downloaded a copy of my report and want to be able to email it to Vodafone for an explanation as to why I was refused a SIM card when I have such a excellent credit report.i have tried phoning all the usual numbers,spoke to online chat(they just sorry can't help and gave me same number I had tried before) does anyone know how to actually get through to someone or an email address of some type ?  where I can actually send them a copy of my Experian report.     Many thanks in advance 

[Retired-Viki_R]

Hi @worcesterman47

Please give Customer Services a call on 03333 040 191 and ask them to carry out a manual Credit Check, this way they will be able to check your record themselves and make a decision based on their findings.

If for any reason you're then refused again, they can explain to you why this is the case.

Thanks,

Viki

[worcesterman47]

Hi,thanks for trying but that's the number I have been trying (same number also given by online web chat operator)...there is no option to speak to a real person...just options for users with account problems and I have tried clicking through the many numbered options but come up against a brick wall so to speak as I am not a current customer so cannot progress past the automated options.  😡

[Retired-Viki_R]

Hi @worcesterman47

Please try the following number 08080 408 408 I believe that you should be able to get through on this one.

Let me know how you get one.

Thanks,

Viki

[worcesterman47]

@Viki_R ,thanks for the number...I have actually spoken to a real live person now,I explained my problem and now it has been forwarded (apparently) to the department that deal with checking credit scores,I now have to wait for  anything from 20mins to 24hrs for them to give me a callback.i will let you all know how this pans out 👍

[Retired-Viki_R]

@worcesterman47

I'm glad to hear you got through to them, thank you for the update.

Please let us know once you hear back.

Thanks,

Viki

[worcesterman47]

Hi,just an update.....I was told "sorry" about my problem and that my "problem" will be upscaled to the credit checking department and I will receive a phone call back within 20mins to 24hrs.........I am STILL waiting approx 27 hrs later.i for one can now fully understand why Vodafone gets so much customer service bad reviews,well I have finally had enough and obviously won't recommend them to anyone in the future......BUT a great big THANK YOU to all who have commented with help/advice. 👍👍👍....cheers all.

[kids]

@worcesterman47 You are welcome, but sorry to hear that it has not been resolved.

Hopefully one of the Tech Team can intervene again and find out what is going on.

[AnnS]

@worcesterman47

I am also sorry this has not been resolved for you and disappointed that you have not received the support you asked for from the Team here on this customer forum.

[diowil4]

When I asked Vodafone online sales specialist If they can contact Credit Assessment department to carry out a manual review on my account and inform me of results with details (because my order has been refused on credit check basis when actually my credit score is 919 with Experian) he wrote me back:  

"To be honest we do not have a team which performs the credit checks. We take data from credit reference agencies and basis on that a credit check is accepted or declined. In this case you will need to contact the credit reference agency to check why it was declined."

Is it truth?

[worcesterman47]

Well,if they told me they would contact the Credit checking department.....and they told you there is NO such department....then I assume they have no idea as to what they are really doing...and I certainly had a lucky escape.