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Credit check passed and then failed??

selda_85
3: Seeker
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

1 ACCEPTED SOLUTION

hrym
17: Community Champion
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.

View solution in original position

17 REPLIES 17

AnnS
17: Community Champion
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.

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

hrym
17: Community Champion
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.

Tash
Moderator (Retired)
Moderator (Retired)

@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.

TJ
Community Manager (Retired)
Community Manager (Retired)

@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.

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.

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

BandOfBrothers
17: Community Champion
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

 

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