Failed Orange Credit Check

NickFiftyOne

I went into an Orange store to purchase a new contract and having decided on what I wanted went through the order procedure with the salesman. To my shock and horror the "system" said that I had failed the credit check.

I know that I (should) have an excellent credit score so could not understand why and neither salesman nor Orange "Customer Service" could give me an explanation and said I needed to write to EverythingEverywhere.

In the meantime (wondering if I had been the subject of Identity Fraud) I accessed my credit report and score (£6) from Equifax. As expected my score (552) was rated "Excellent" and there were no indications of any credit issues.

I emailed EverythingEverywhere and to be fair got a response the next working day (although that left me worried all over Easter). However, they did not give me a specific reason for the failed check and simply said that they used a service from Experian and the CIFAS database. However, they had "manually" reviewed my case and approved my application - bit late!

So I checked my Experian Credit Report (£15), which includes CIFAS records, and once again my Credit Score was rated "Excellent". In this case 999 - which I think is the maximum possible.

I have emailed EverthingEverywhere again asking for a specific explanation and await their reply, but cannot understand how any automated system could possibly fail me based on the information they say they have used. This caused me extreme embarrassment in the shop and worry over the Easter break wondering if someone was using my identity (which as far as I can tell they aren't).

Has anyone else experienced this problem with Orange and what can I do about it? Do I need to investigate further to ensure that my identity has not been cloned or is this likely an Orange specific issue?

sdduk

I wouldn't beat yourself up to much these thing do happen and no fault of yours

The thing is it could just be your name something as simple as that
or may be you haven't had credit for a while or not at all

I wouldn't try any were else for a while because that could make things worse...i would wait for about 3-6 months before applying again i had the same problem once and the shop told me not to try any were else for the time i said so i waited and then applied again and got one straight away... i got knocked back by O2 also not had any problems since that time which was about 7yrs ago.

macman

Recent change of address? Not on electoral roll?

gjchester

NickFiftyOne wrote: »

In the meantime (wondering if I had been the subject of Identity Fraud) I accessed my credit report and score (£6) from Equifax. As expected my score (552) was rated "Excellent" and there were no indications of any credit issues.

So I checked my Experian Credit Report (£15), which includes CIFAS records, and once again my Credit Score was rated "Excellent". In this case 999 - which I think is the maximum possible.

Your credit record should cost £2 not more than that. The fact you have a score suggest you bought one or the credit comapnies packages not just your credit report. They are not "bad" or rip off products but simply their view of your record and should not be considered absolute truth of your credit score.

The number of the score means nothing outside that company, Equifax and Experian pass on details of your credit history to a lender, they DO NOT give a numerical score that you pass or fail on. Each lender will look at your history and make their own decisions.

NickFiftyOne wrote: »

I have emailed EverthingEverywhere again asking for a specific explanation and await their reply, but cannot understand how any automated system could possibly fail me based on the information they say they have used.

You are very unlikley to get any detailed answer, if companies reveal how they perform credit checks and scores then you could work around them.

beth.stephenson2009

Try Vodafone.

About 6 weeks after turning 18 I was approved for a contract.

NickFiftyOne

I am still very unhappy about the situation.

EverythingEverywhere claim to use a service from Experian and yet Experian shows no issue with my record.. So either there is a bug in the system (Orange or Experian) or there is some other (probably incorrect) piece of information being used and to which I ought to be able to respond. It is like being accused of a crime and being convicted without any evidence being presented - that can't happen in the UK (unless the US want to extradite you!!!)

We manage our finances very carefully and should not be subjected to what seems to be an arbitrary rejection for a common product. We haven't moved for 5 years, are on the electoral role, bought a new car partly on credit a few months ago, have a mortgage that has never been in arrears. We ought to be the perfect "risk"

Anyway - went and got my nice new shiny phone from O2 and will never darken Orange's door again.

Thanks to all those who responded.

Mrs_Ryan

I think they must just have a mind of their own - I have serious multiple defaults on my record and I have four Orange contracts (although saying that, Orange go on internal record after three months and my payment record with them is excellent)

slenderkitten

NickFiftyOne wrote: »

I am still very unhappy about the situation.

EverythingEverywhere claim to use a service from Experian and yet Experian shows no issue with my record.. So either there is a bug in the system (Orange or Experian) or there is some other (probably incorrect) piece of information being used and to which I ought to be able to respond. It is like being accused of a crime and being convicted without any evidence being presented - that can't happen in the UK (unless the US want to extradite you!!!)

We manage our finances very carefully and should not be subjected to what seems to be an arbitrary rejection for a common product. We haven't moved for 5 years, are on the electoral role, bought a new car partly on credit a few months ago, have a mortgage that has never been in arrears. We ought to be the perfect "risk"

Anyway - went and got my nice new shiny phone from O2 and will never darken Orange's door again.

Thanks to all those who responded.

you need to check that this has NOT been recorded as failed on your credit record. as each application they may tends to be recorded on it.

so i would go back to them and check that it isn't just in case.

Gordon_Hose

It may be an issue with their automated system as they have manually accepted you.

The sales rep in the store could have made a typo on your application which meant the automated system rejected you.

Glitch in the matrix.

I wouldn't get hung up about this though, these things happen. As you've checked your file and all is OK, and you've been checked and passed by O2, I;d say it was an issue with Orange's internal systems or the staff at the shop.

grumbler

slenderkitten wrote: »

you need to check that this has NOT been recorded as failed on your credit record.

What 'this'?

as each application they may tends to be recorded on it.

Credit searches are recorded, not applications. The records don't include any information whether the application was successful or not.

reclusive46

Guys, I spoke to someone on T-Mobile sales and asked why I had been declined on the 11th. Not expecting an answer and she said that every single person she put through was declined that afternoon. So maybe a system problem? Does this type of thing happen often? Anyway I reapplied today and was accepted.