e2save credit check failed

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immy1
immy1 Posts: 150 Forumite
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Hi. I'm after advice if anyone could help. Yesterday I ordered a new contract phone via a link from moneysupermarket to e2save .e2save have sent me an email this evening asking me to call their premium rate number as they needed more details although I had already given them all they asked for when I placed the order. I rang the number and got a message office closed. I eventually got into my e2save account and found out my credit check has failed. There is absolutely no reason for this and I've never been declined for anything before. Is this company legit does anyone know? I've emailed them back this evening via their website to say if they are not sending the phone to me then not to charge me anything and telling them I will not be calling them again at 13p a minute plus network charges. I'm also worried they have put a bad marker on my credit record for no reason.
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  • d123
    d123 Posts: 8,633 Forumite
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    immy1 wrote: »
    Hi. I'm after advice if anyone could help. Yesterday I ordered a new contract phone via a link from moneysupermarket to e2save

    e2save have sent me an email this evening asking me to call their premium rate number as they needed more details although I had already given them all they asked for when I placed the order. I rang the number and got a message office closed.

    I eventually got into my e2save account and found out my credit check has failed. There is absolutely no reason for this and I've never been declined for anything before.

    Is this company legit does anyone know?

    I've emailed them back this evening via their website to say if they are not sending the phone to me then not to charge me anything and telling them I will not be calling them again at 13p a minute plus network charges.

    I'm also worried they have put a bad marker on my credit record for no reason.

    E2save is an online trading part of CaraphoneWarehouse, so they are legit. Having said that, CPW are quite good at bizarre decisions with credit checks so it could be an internal !!!!-up if you don't have any credit issues on your file.

    There is no "bad marker", just a record of a credit search (if they actually carried one out) with a credit reference agency.
    ====
  • Shrimply
    Shrimply Posts: 869 Forumite
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    The same thing happened to me a few years back. I can't remember what I did about the phone number, but if you call customer services they will probably transfer you.

    I have to say the lady I spoke to was very polite and helpful, she made sure everything had been entered correctly. Worth baring in mind that I'm pretty sure e2save just sell the contracts the credit check is not done by them but but the phone provider.

    Anyway, I still failed the credit check and they asked me to pay a £100 deposit which was refunded in 6 months. I wasn't sure about this and asked if I could have some time to think about it.

    She took my mobile number and said she'd call back at x time, which she did, and them processed it all. She even said that she could see I'd went through a cashback site and had made sure this wouldn't be affected.

    Honestly, this was a few years ago but it was one of the best experiences I've had with customer services.
  • DCFC79
    DCFC79 Posts: 40,598 Forumite
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    edited 11 March 2016 at 11:18AM
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    There's a smart phone app for calling numbers for free, try it, don't know if it will work with the number for e2save.
  • mobilejunkie
    mobilejunkie Posts: 8,460 Forumite
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    CPW dealers have two credit checks. They do their own (not externally) and restrict the number of contracts in a given period. Then they pass it to the network, who carry out their own internal and external checks. I have somethimes been declined by the dealer for having too many contracts in a given period; usually when I call them they get it put through when I justify the contracts and point out my history with them; they then pass it over for the network to do its checks.

    They regularly change both their contact numbers and email addresses. Currently they do have a geographic number -

    01509 610 888
  • immy1
    immy1 Posts: 150 Forumite
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    Thanks so much to all who replied. To date I have had no reply from e2save to my emails. I don't know what to do now. I'm currently out of contract with my present provider 02 and as they didn't have the phone I wanted I went to e2save. If they wont reply would it be worth me asking 02 if they have been contacted by e2save?
  • d123
    d123 Posts: 8,633 Forumite
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    immy1 wrote: »
    Thanks so much to all who replied. To date I have had no reply from e2save to my emails. I don't know what to do now. I'm currently out of contract with my present provider 02 and as they didn't have the phone I wanted I went to e2save. If they wont reply would it be worth me asking 02 if they have been contacted by e2save?

    Why would e2save contact o2?
    ====
  • immy1
    immy1 Posts: 150 Forumite
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    Well Dave I thought I am currently with 02 but now out of contract as advised above. I thought it might make sense for e2save to contact my current provider to check if I had made my payments on time and maybe 02 have made an error and told them I haven't.
  • mobilejunkie
    mobilejunkie Posts: 8,460 Forumite
    edited 11 March 2016 at 7:41PM
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    It doesn't work that way. As I explained, E2Save do their internal checks (without going to the network) and if that passes then they send it to the network and it's then entirely the network's decision.

    It would be odd for O2 to decline you without reason if your were with them before. Although out of contract is it still running (it doesn't just end unless you give notice or port the number). Networks do restrict multiple contracts depending on the network and the contracts (though it would be strange to restrict you to one if that one has got through the minimum term without payment issues or anything adverse on your external credit files. Only E2Save can tell you whether they or the netwokr dcelined the application, though in my substantial experience with them depending on who you get through to they don't always give the correct answer.
  • Shrimply
    Shrimply Posts: 869 Forumite
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    That's not really how credit checks work....

    You will need to phone e2save, like they asked, and get it sorted out. I imagine they will offer you the contract but request a deposit as they did with me.
  • immy1
    immy1 Posts: 150 Forumite
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    Hi again. That explains a lot thanks to you both. If e2save are not going to correspond with me though I'm on a hiding to nowhere. I have just one mobile contract as I said which has ended. I have no other defaults as far as I know (last checked last year). I am not going to give e2save a deposit if that's what they are after. What I thought would be a quite simple thing to do (as it always has been for me in the past), has ended up with hours trying to find out how to sort this. On reading Martin's general advice on credit ratings he says that the company should tell you if you ask why you have been declined. If they don't send me a reply within the next few days, I'm just going to try somewhere else to get my new phone.
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