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michelle56
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Declined Contract

Have been a loyal customer for approximately 8 years and have just been told I can't have a new contract despite never missing a payment. Have two mobile contracts and not sure why this has happened. Has anyone had the same problem or any advice on if it can be resolved?
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Superuser
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Message 2 of 5
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Re: Declined Contract

Hi Michelle56,

The new agreements Virgin setup are called "freestyle" which are basically two separate agreements. One for the handset and the other for the airtime (mins, texts and data).

The handset agreement is an interest free loan or credit agreement that is taken out over the period. As the agreement is a loan agreement then a credit check would have to be ran in line with the FCA guidelines.

Unfortunately loyalty/history with Virgin isn't the consideration as it’s your external credit file that would decide if you could pass for a loan or not.

Perhaps try one of the free online credit reports on yourself & see if it flags up any issues.

AlexKid :-)

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enlli
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Message 3 of 5
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Re: Declined Contract

Common problem happening to loads of people

Bet you don't find any problems with your credit score

 

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michelle56
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Re: Declined Contract

Have got a contract with another provider no fuss I just don't understand their very poor customer service. Have spent another 40 minutes on the phone today and still can't get the PAC! Shocking customer service.
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enlli
Knows their stuff
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Message 5 of 5
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Re: Declined Contract

If you are out of contract they have to give you a PAC code within 2 hours - it's the law.

Phone 789 and select "thinking of leaving" and ask for your PAC. If they refuse ask for a reason. If they won't  take it straight to the regulator

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