What to do: Failed "Internal Security"/"Status Criteria" Email from Three

esther123_2

After having an O2 SIM-only rolling monthly contract for 3yrs, I decided to cancel that & yesterday ordered a Three phone/PAYM contract (using a referral from Quidco).

A few hours later, I received an email entitled "Failed Internal Security Checks" (plural..?): "We regret to inform you that we are unable to process your application as the status criteria has not been met on this occasion. Therefore we are unable to dispatch any goods to you. Due to data protection we cannot disclose any information regarding the matter and we are not able to assist you further in this matter."
(Strangely, the image at the top of the email said "We need more information from you.")

Initially, I thought I had failed my credit check, so did a quick self-check (the outline £2 version) - nothing on there I didn't expect (no missed payments/etc). I haven't failed a credit check before, and have been approved for other mobile contracts/credit card. I have however recently moved, and did notice that although I'm on the electoral roll this info has not yet been updated on there (apparently this is normal).

3's CS advisor told me that they had run a credit check which I'd passed but then an 'internal' computerised check found something inconsistent, but the only suggested example of what this inconsistency might have been is that I haven't updated my address with my bank. (But I have.) So it sounds like they can't verify my identity (and suspect fraud?).. He advised me that I COULD try again online, or alternatively in store where they'd run a credit check but no extra 'internal' check. (But no Quidco cashback!)

But - I do wonder whether this can really be explained by something I entered in wrong. What if it's because I'm a student? I have an income, but the online form doesn't allow for me to enter in such details.

Not sure whether I want to blindly try again as I don't think I entered anything in wrongly (or else wouldn't my credit check have failed?) or them entering the details to a credit agency wrongly (wouldn't it be computerised?). Wouldn't like to have two checks against my name within 2 days that fail because then my chance of a phone contract with anyone else will decrease!

Should I order with another network? Or in store and just pay more? Perhaps if I called Three back I could a) get a clearer answer and/or b) persuade them to not run me through another credit check (seeing as I passed it the first time anyway)?

Hammyman

If you're not on the electoral role, you'll be lucky to find someone to give you credit or a service such as a mobile phone contract.

esther123_2

Really? I am on it, but it currently only shows on my past address, not my current one as it allegedly takes 6 weeks+ to show (ie should show this week?!). Maybe if I tried again next week?..

Then again, as I said, apparently I passed the credit check successfully..