Baffled by Vodafones Credit Checks, only seem to pass if you renew via Vodafone.

[gb22]

I'm completely baffled by how Vodafone are conducting their credit checks. 

My parents have been customers for a couple of years, with both lines registered under my Mothers name. They both have an impeccable, unblemished credit rating. I dont just mean the meaningless Experian score, but actually going by their credit report, the ludicrous levels of unsecured credit they are offered by CC's  (which they dont take), etc. If that isnt enough evidence, Vodafone themselves were prepared to offer my mother 2 x 16GB Red plans under her name. 

However they went via a reputable third party instead as they had a better deal and Vodafone wouldnt even get close to matching it. Porting their numbers out to Paygo on another network to keep for the future.

So imagine our surpise when Vodafone declined my father and mothers credit check. The people they were preapred to offer significantly more expensive plans direct were suddenly  not trusted because they went through a third party.

The cynic in me wonders if it's deliberate to disuade existing customers going via third parties.

Anyone have any clue what one can do in these circumstances as the process seems pretty opaque with Vodafone.

[Tash]

@gb22 Thanks for updating us, however I'm sorry to hear this is ongoing.

As this is now with the Customer Relations team, we'd be unable to intervene with their investigation.

Once they receive your response, they'll be in touch as soon as possible to help.

Please let us know how you get on.

[gb22]

Thanks for your response Natasha.

I think you may have misunderstood my previous post. I'm not expecting a further response from Vodafone.

After weeks of lies/mis-information, ignoring the facts presented repeatedly, accross multiple departments and staff (including having informed your CEO's office), Vodafones response boils down to:

Tough Luck, Get Lost

I would advise others in a similar position to move on to a better provider. As this company cannot accept when they are at fault and would rather waste the customers time sending them on wild goose chases to deflect blame from them. At this very moment there is another thread on the first page of this forum with exactly the same problem. Yet Vodafone simply dont care!

[gb22]

Keeping to the theme of failing to get things right, we received the deadlock letter which was also innaccurate.

To our surprise it states they offered 3 months SIM Only (to tide us over until the credit check, which they never did,  dropped off the credit file). After which time we could apply again.

As per my previous posts, yes the first customer relations agent offered this. But subsequently we were told nothing could be done for 90 days. And as stated that came from the Manager on Duty in the customer relations department.

Is it really too much to expect for Vodafone to atleast get the deadlock letter correct?

[xvirginx]

Well, much the same with me. In short, applied for a 12 month SIM only contract, was told i had "failed credit check". I asked for this to be reviewed manually (as I thought there was nothing wrong with my file) only to be rudely told "You really have failed the crecit check", re-apply in 90 days.

Asked for the credit reference agency they used and was told this is "commercially sensitive information", (easily found if you google though) and told to re-apply in 90 days. The advisor was just plain unhelpful and then hung up on me. Nice touch. Obviously thinks i am a piece of rubbish and didn't want to waste his time with me.

Vodafone obviously don't want customers with clear credit files. I consider this a lucky escape as I went to another provider and took out a better contract.

I checked my credit file with two agencies and it's unblemised so I ahve no idea why Vodafone is rejecting customers like this.

Well, now I will mak eit my mission to spread the word as to my experience and I will ensure everybody knows how I was treated. I'm also considering a letter to their CEO as they my find my experiences pretty interesting should anybody want to listen back to the calls.

[Tash]

I'm sorry to hear of the experience that you had when you called us @xvirginx.

A credit check can be affected by a number of factors. As the adviser mentioned, you would be able to reapply once 90 days have passed.

However, so we can take a closer look into why this has happened, I've sent you a private message with details to contact our team. We'll then be in touch to discuss this further.

[captkaos]

Had same experiance today having applyed for 12 months sim only failed credit check was could be have no direct debits to verify no defaulted payments.Well i dont if you dont count having a mortgage 40 years never defaulted,BT phone and broadband no default,  4years with EE mobile no default, life and car insurance no default.Was also told to check credit score with Experian scored 964, Sales assistant sugested having  Vodafones home phone and internet for 3 mounths to verify credit worthyness paying by direct debit does this not require a credit check which i presume i would also fail or is the whole thing a con.

[Jenny]

Hi @captkaos, a credit check can be affected by a number of factors. You’ll be able to reapply once 90 days have passed.

So we can take a closer look into why this has happened, I've sent you a private message with details to contact our team. We'll then be in touch to discuss this further

[harrypalmer]

I too, have just had a credit check failure, even though my CR is above average. This was via one of CWH's online websites. I rang vodafone & the lady completely denied there were any issues between the two parties. The mobile monthly tariff was much less than going direct to vodafone, and this maybe one of the causes. I will be extremely annoyed if this effects my credit rating.  

[CharlieI]

Just want to chime in and say me too, trying to get a sim only deal and move away from talk mobile (my phone is locked to vodafone and talk mobile) as TM have been useless as well. Excellent credit score with experian and equifax - thought the problem was their inability to parse my maiden name and previous addresses. In a way, I'm rather pleased and reassured to see it's due to Vodafone's incompetence, so thanks to all the other forum members for posting.

Vodafone, you really need to sort this out, it's a systemic problem.

[amicuspro]

Similar issues here.  Applied for Broadband direct on a Black Friday deal and failed "credit check". Advised by agent to again with my wife's e-mail address as it was to be a joint account.  Surprise, this also failed.  As a result missed out on the deal.  Then advised to appeal the credit check which I did and they said it wasn't a failed credit check but a failed "internal check".  On manual review, this was accepted.  Then spent the best part of 3 hours on chat and 60-90 mins on a phone call to actually complete the application and they had to offer a credit to cover the difference as they couldn't match the deal (i.e. not directly though this means it's more pertinent for us to be on the ball when the 2yr contract comes to an end...)

Anyway, that would be the end of the story but, as with earlier posters above, we decided that my wife needed a new phone contract (I/we have been with Orange/T-mobile/EE for over 20 years) and applied for a new phone/SIM deal via a reputable 3rd party to find an e-mail v shortly after processing stating that the credit check had failed.  On contacting Vodafone for a manual check once again, all she is told is that she failed an internal check and they wouldn't state the reason for the failure, but that she could re-apply in 90 days.  Sounds familiar to all the other comments...  How on earth do you expect people to reapply in 90 days when they are left without knowing if they will be accepted next time?!  I was going to move my own contract across as well, but on applying for her PAC code (we're on a joint account with EE that I'm the lead on) they offered me a better deal to stay.  I didn't need a new phone so signed up to stay for 12 months.  As things stand, even with good quality broadband, I'm not sure if we'll want to stay if this is how customers are treated.  I may need to look at O2 or find a new SIM only deal for my wife and buy the phone outright.  It is also costing me the chance to get 26ish in cashback.

I don't suppose I'll get answers here but if anyone finds the thread (or speaks to me in person) it may enlighten them before they part with their money.

Vodafone... Pull your finger out and you'll get loyal customers more easily than you realise!