Failed credit check but no check performed

[cisc]

Hello,

I tried to apply for a pay monthly contract but failed my credit check twice. I have the maximum credit score on both Experian and Equifax, and no check was performed. I have noticed this is not uncommon when looking at other messages from the forum. I have filed a complaint twice but haven't received useful information. I want to speak with someone from the Credit team, and it seems the only option is to post here and wait for the Social Media team to help. Everything else I have tried did not work. I have been given telephone numbers, but they are only for partners or retail shops; the chatbot doesn't even understand what I want. Can you please help?

Cheers

[Jason]

Hi @cisc. We completely understand how alarming it must have been to see this, especially after checking your credit file. This isn't the journey we wanted you to have, nor the service that we strive for here at Vodafone. You can get in touch with our Credit File Support team regarding any issues by completing our 'Contact us about your credit file' form. Alternatively, you can appeal your credit check decision by completing our 'Credit check appeal' form. 

[cisc]

Hi Jason,

thanks for your answer. I have just tried submitting your “Contact us about your credit file” form but it doesn't work. When I hit the “Submit” button it tries to reach https://new-forms.vodafone.co.uk/forms/CreditFileSupport and fails with a connection error. I have tried several times. Can you please help?

I have also tried your other option twice, but I didn't receive any helpful information.

Cheers

[Beth]

I'm sorry you're having an issue accessing the form. This is being worked on by the website team and should be back up and running soon. We'd need you to fill in the form as it would be the Credit File team you'd need to speak to and they aren't available through Social Media. I would recommend trying to access this again later today or tomorrow and hopefully the issue will have been resolved for you 😊

[cisc]

Still not working. Wouldn't it be easier if you gave me a telephone number or someone contacted me?

Cheers

[Gemma]

Thanks for testing this again @cisc - Please can you try clearing your cache and cookies and the submitting the form using another web browser?

[cisc]

Thanks, Gemma. I have tried now from a different computer and it worked. I'm now waiting for a response.

Cheers

[marshallj47]

The same thing happened to me as well, excellent credit report from all 3 agencies and as a previous customer paying £53 on a SIM ONLY contract it is bad that you are turning me down for a £26 a month deal. And Vodafone of course won't tell me what's wrong with the credit check they apparently never carried out.

[Beth]

Hi @marshallj47! If you'd like to appeal our credit check, please click here for the form. All the best 🙂