better service please

betterserviceplease

I have recently had poor service including customer service from Virgin and so thought about changing provider. My son and wife found a good deal on a new phone on EE through mobiles.co.uk ( carphone wharehouse ) so I decided to follow suit. After going through all questions and card details I was told I had failed their internal security check but could not explain why. However if my wife called to order for me it would be fine. She rang and went through the same process with the same answer - you failed security even though she had bought from them 1 week earlier.
I called customer services to complain but again could not be told what security I had failed !!!! All credit checks were fine, just internal security. So I have no phone and cannot buy from MOBILE.CO.UK - where is the customer service in that. They failed my security as they have my details , how secure are they???

mobilejunkie

It has nothing to do with security. CPW only allows one new contract per person in any one month period as a rule of thumb (though this can sometimes be circumvented if you ask them nicely and have a long history with them). They generally won't accept more than 2 contracts in 3 months, 3 in sim months or 4 in a year - though they may have reduced those allowances. They check this before submitting the application to the network concerned - so it won't have gone that far.

michaels

I have had many conracts with them in the past but an now 'pesona non grata' for their credit checks, same for my wife. We have never defaulted on a contract or broken any of their rules, just claimed all the cashback owing. Could this be the reason we are no longer attractive customers or could someone else have used our address to defraud the company in the past?

With CRAs you can ask to access your credit file and have a correction added if need be, CPW seem to not have to follow the same regulations

mobilejunkie

So have I, but all the rest is irrelevant.

Their normal maximum is one per peron in one month (she tried for two in a week), two in three months, three in 6 months and 4 in 12 months - though when Mobiles.co became the main beast that was reduced.

It's possible to break the rules - I have, many times - but an initial rejection is normal when you exceed a certain number of new contracts in a given period. External agences are irrelevant - it doesn't get that far. However, when you get past the internal check networks have their own limits.

michaels

No contracts with them for the last few years, there is a marker they have against us but no idea why as we have never done anything remotely dodgy with them and have probably had at least 6 successful contracts with the group. Perhaps a data entry error got us tagged as a problem but there is no way to find out.