Declined Contract Having Only Just Approved One?

Cad169

Hi All.

Asking on behalf of my daughter. Her phone company, Three, had informed her that she was due for a phone upgrade. She went through the online process and ordered a new phone. This came in a couple of days. She then rejected this phone as it had an inferior (to her!) processor that was not specified on their website. She sent the phone straight back under the 14-day cooling-off period. After waiting a week, she called again, they had received the returned phone, so she went again through the process to purchase a more updated model.

Having gone through all the questioning again, they declined her a contract and will not give a reason why. We checked her credit rating which is ‘excellent’, with no missed payments, and no credit cards. She is 30 and lives with me (her father) so she doesn’t have any outstanding debts.

I know there may be a possibility her credit rating could be too good and therefore nothing to check against? Screenshots were sent back to Three, but they still refuse to give a reason why she has been declined.

I guess my question would be, why would she be declined, when they literally just approved her and sent her a new phone and contract? What could possibly have happened in the few days of her sending the phone back (it was unused and in perfect condition)?

It can’t be the credit check as that is excellent and the only credit, she has ever taken out in her whole life are phone contracts that she has never defaulted on.

Would it possibly be because she sent the phone back and she called them too early before they had time to process it?

 

Thanks.

Farway

Maybe it's nothing to do with credit & she is just a “bothersome customer” and they do not want her business?

Must she get her phone from Three? Could she buy elsewhere & just swap the SIM?

PHK

Credit rating is pointless and just a figure made up by whoever you are  looking at. 

Three will make a business decision, part of which is what they think she can afford and part is how she operates the account etc. 

Given this is an upgrade, they have probably decided that for the phone she wants she doesn't meet their criteria. 

tinker411

PHK said:

Credit rating is pointless and just a figure made up by whoever you are  looking at. 

Three will make a business decision, part of which is what they think she can afford and part is how she operates the account etc. 

Given this is an upgrade, they have probably decided that for the phone she wants she doesn't meet their criteria. 

You're thinking of credit score rather than credit rating, but other than that you're quite right. 

My suspicion is that application 1 went through as an upgrade (which they won't necessarily have credit checked as there's already a record of payments on their system) while application 2 went through as a new (or 'new') application which they will have done a credit check for, the latter being, as per the OP, declined. 

Cad169

Thank you all for replying, it is appreciated. Just to say, the phone she sent back was a Samsung S24. The phone she reapplied for (and was denied), was an S23......an older phone and hardly an upgrade. 

I think for us, it's just that her credit rating couldn't be better.....the only 'black mark' she has, is a 'Medium Risk' for NOT having a mortgage!!! She is marked 'Low Risk' on every other item. Another problem I have is that Three's very own return policy states (and presumably the contract she signed up for) that she has a 14-day cooling-off period whereby she can send the phone back and EITHER request a full refund,,,, or an exchange. She requested the exchange and was denied.

Just seems no logic, and not to have a reason.....its difficult to understand!