I have been told by virgin that I have failed 3 credit checks when trying to upgrade over the phone. However, I have checked with Equifax and they confirm my credit score is great, and no checks have been registered against me. So I went into virgin store, they confirm I pass the credit check with one of their highest ratings (C5 I think), but declined a loan despite being a customer for 10 plus years and having a perfect credit score.
why is this? I have contacted their underwriting team via email but they just sent a standard email and haven't even read my email to them. what can I do to get this sorted?