Order cancelled by ID (apparently due to failing a credit check).

I have an ID account, Both my son and daughter have ID accounts (Set up by my wife).

My wife has recently tried to sign up to a ID contract for herself, which was cancelled by ID (apparently due to failing a credit check).

My wife has a perfect credit score (according to experian) has done nothing to impact it since managing to sign up on our children’s behalf.

The Credit agency you use for checks cant tell her why she was refused and the ID support person she was in touch with  couldn’t tell her why (each blame the other for the decision).

If this continues, then she will almost certainly end having to  go elsewhere as ID are not being very helpful.

Please could someone look into this?

Thank you

Regards

Michael