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Credit check passed and then failed??

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3: Seeker

Hello,

 

I recently took out a SIM only plan with Vodafone. However, the SIM I received was faulty and when I called customer services they were not helpful at all. I therefore cancelled the plan. Since cancelling, I attempted to take the SIM only plan again to give Vodafone another shot. However, when I proceeded to do so - I got the message on the screen stating my credit check had declined. Could you please explain what is happening here? I clearly passed the credit check the first time I took the SIM only plan out and my credit score is excellent. I have never been declined anything in my life. Further, could you please proceed to kindly REMOVE the decline mark on my credit check? I have applied for a mortgage and I do not want something trivial like this to effect my application? I am Solicitor and am utterly appauled by Vodafone’s customer services. Could you please set this right as I really need my mortgage application to run smoothly? If not I shall take this matter further to the Financial Ombudsman.

Kind regards,

Selda

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17: Community Champion

I suspect that the most likely thing affecting this is the two applications close together.   There may be two applications on your credit file, but it's also possible that there aren't and that the whole thing was stopped internally.   My guess would be that it's very unlikely that there's an adverse marker on your credit file but, if you're applying for a mortgage, it wouldn't hurt to check it out anyway.

The forum team will pick this up in due course and should be able to get a definitive response for you.

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17 REPLIES 17
17: Community Champion

Hi @selda_85

 

It is advisable to wait 3 months between credit checks, this gives your file time to recover from the original search.

 

When you reapplied as a new customer, you would have been further credit checked.  As you had already been credit checked by Vodafone, a further credit check should not have been necessary.

 

The Financial Ombudsman is only for banking disputes, you need the Communications Ombudsman for telecom complaints.

 

However, give the Team here on the forum time to get to the thread, they will get this sorted for you.

 

 

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17: Community Champion

What can occur is if a person applies for things that need a credit check too close together then this can look like a person is stretching themselves @selda_85

A points system is used.

 

Its recommended to leave at least 90 days between each individual application to let your Credit Score recover. 

Vodafone would not be able to discuss with an individual why an application has failed - due to Data Protection and security etc. 

You could get a copy of your Credit File report just to see if nothing is wrong on there.

Credit Houses like Experian offer a free trial period. Other credit houses are available. 

Just to add a good Credit Score does not always guarantee acceptance. 

I wish you all the best with this situation. 

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17: Community Champion

I suspect that the most likely thing affecting this is the two applications close together.   There may be two applications on your credit file, but it's also possible that there aren't and that the whole thing was stopped internally.   My guess would be that it's very unlikely that there's an adverse marker on your credit file but, if you're applying for a mortgage, it wouldn't hurt to check it out anyway.

The forum team will pick this up in due course and should be able to get a definitive response for you.

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Moderator
Moderator

@selda_85 Thanks for getting in touch. As previously advised, the two credit searches so close together may be the reason you were declined. Our credit department are unable to provide us with any details on why a customer may or may not have been refused, as this is against our Data Protection Policy.

Our credit specialist will be happy to investigate further for you. So they can do this, I've sent you a private message with details on how to get in touch.

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3: Seeker

Hi TJ. Thank you for your reply and private message - I have filled the form out. My dilemma is I was TOLD by Vodafone to apply for the deal again, and that it was a simple check so I would be approved. How can it be that your own Customer Services told me to do this and then I was declined and penalised for doing so? I need this to be urgently put right. As I said I have a mortgage application pending and if there are any negative markers on my credit check due to false information by Vodafone customers, I need this removed. Please help me with this as it is causing me a lot of stress. Thank you.

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3: Seeker

Hi @AnnS,

Thank you for your reply. Vodafone Customer Serives themselves told me to apply for the deal again and that it would be fine. They told me it was a very simple check, and that I would be approved (as I had already been approved previously). However, this is not what happened. My second application came back with a simple declined check. This is what I am trying to get Vodafone to set right again. They misinformed me and are now causing me a lot of stress. I cannot have something as silly as this effect my mortgage application.

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3: Seeker

@BandOfBrothers,

Thank you for your reply. As I stated to the other kind posters in this thread - Vodafone TOLD ME to apply for the SIM package again and that I would be accepted without any problems. I was then declined straight away, and this is what I need Vodafone to rectify. You CANNOT give false information to consumers and put them in this situation! I am absolutely outraged at what I have to deal with now.

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3: Seeker

Hi @hrym,

 

Thank you for your reply. I hope what you're saying is in fact the likely scenario, and that this situation will not hurt my credit score. As explained to the others in this thread - Vodafone customer services team TOLD me to apply for the deal and stated that I would be accepted as I previously passed the credit check. This was of course false information, and this is the reason why I now have this absolutely uneccessary problem. I just need confirmation from the team that there are no negative markers on my credit history. 

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17: Community Champion

I can't really comment on what Vodafone staff told you as I don't have inside information.  Whether a second application in a short time was enough to trigger an automated refusal, or whether there are other factors, I simply don't know.  I also don't know what happened initially, as sending a replacement SIM should have been a straightforward process and was, I assume, what you asked for.   You can also get one from Vodafone shops and they can activate them so that you're up and running more or less immediately.

The main thing is that you're in touch with the forum team and they'll be able to get you sorted.

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3: Seeker

@hrym - Just to follow up on this post - the matter has now been solved and I have a new working SIM card. Vodafone confirmed I do not have a negative marker on my credit report (phew!). Basically, as you suggested the system 'failed' the credit check as I already had an account with Vodafone which had passed the credit check, so they do not check it twice if already passed. It's blocked internally. Just in case anyone else ever has this issue, this is the solution for it - call Vodafone and they will fix it for you. Thanks to all the posters on this thread and Vodafone, it really stressed me out and I appreciate the help  

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1: Seeker

Yesterday I tried to order 2 pay monthly phones and a SIM card.  The agent on chat did 3 seperate orders for some reason (which meant I had to enter addresses, bank details etc 3 times).  The SIM order worked fine, the 1st phone worked fine, the 2nd phone failed the credit check.  I've check Experian and have no negative factors.  Why!!  I'm intending to cancel the first 2 orders.

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17: Community Champion

Hi @nmulhearn

 

As in the replies above.

 

When you are a new customer, Vodafone will usually only allow one line.  After 3 months clear payments on the first number you will be able to take an additional line, after which time Vodafone will have an indication as to how you manage your account and will be in a position to increase your credit limit.

 

If you wait until the third payment has cleared, you should be able to take out an additional contract.

 

However, if you wait for a reply from the forum Team, they will be able to get back to you to see if anything can be done to help with the additional contract.

 

 @nmulhearn

 

It won't be anything to do with your excellent credit rating, it's the same for all new customers.  Give it 3 months and there shouldn't be any problems with the third line.  At least you have been credit checked and won't need a further check.

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1: Seeker

So it's nothing to do with Experian, which is what I was told.

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17: Community Champion

Hang on for the forum team to pick this up, as it's most likely to be the multiple application, which would be internal.  If they can't give a definitive answer (I suspect they will), you could check your Experian file to be sure, but you don't need to do that yet.

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Moderator

@nmulhearn So we can take a closer look into why this happened when taking out the third order, please contact us through the details I've provided in the private message I've sent. A member of our team will then be in touch.

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2: Seeker

I have the same issue as my credit check didnt pass with Vodafone although my credit file is clean, I managed to get EE plan but still interested in vodafone.

contacted experian and they didn't really help.

would like to contact someone from Vodafone's credit team please

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17: Community Champion

@Elzaalouk 

 

Unfortunately Vodafone UK are unable to provide a reason as to why a Credit Check has not been successful as their systems only show an acceptance or declined status. 

 

They advise to contact one or more of the Credit Houses, Experian being one, in order to check that nothing wrong has been recorded there. 

 

It doesn't always come down to a credit score problem, or a certain time at the address.

 

As a quick example, it can be due to the amount of incoming to outgoing payments. If a customer has a mortgage and a car and something else on finance, then something else for the kids which is paid monthly, the credit check is ran to see if the customer can pay the finance (monthly cost) based on other payments per month. 

 

To add even a clear Credit File with good Credit Score does not guarantee acceptance. It's also good practice to let 90 days elapse before making another application in order to let the Credit Score recover.

 

Vodafone's help page is https://www.vodafone.co.uk/privacy/credit-checks

 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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