Forum Discussion

chrisferns's avatar
chrisferns
Joining in
22 days ago

Credit check failed despite excellent credit score and no help from customer services

Applied for broadband on 26th December and got email about doing credit check.  Hadn't heard anything at all since so called customer services to see what was happening to be told had failed credit check.

Firstly, why did I have to contact them to find this out.  I should be told.  Told me there was nothing they could do and to contact Equifax for find out why.  Signed up to Equifax and have excellent rating, also excellent on Experian.  Have never missed a payment on anything.  Called back to explain this and told to either wait 30 days or apply in someone else in the household name. 

Currently with Sky and just wanted faster broadband which is less per month than I was paying.  None of this makes sense.  Seems there is not even anyone else at Virgin I can talk to as once the decision is made they can do nothing. 

Guess all the talk of poor customer service at Virgin is true.

  • japitts's avatar
    japitts
    Very Insightful Person
    21 days ago

    As far as your "credit score" goes, whatever number Experian have given you is only relevant as far as Experian are concerned.

    You have a statutory credit file with Experian, Equifax & TransUnion. Individual lenders then score that data against their own criteria which are specific to them. You may want to ask Experian & Equifax what the specific criteria are for their score, but it's a lottery whether they'll disclose it. I very much doubt VM will discuss specifics.

    Anyone selling or offering you a "credit score" is a marketer, pure & simple.