Dear sir/madam,
I have had to use this forum to post this appeal as I am unable to find an email address for ID mobile, and I do not believe that the live chat function is adequate to resolve this issue.
Recently I ordered a sim only deal from yourselves (ID mobile), specifically a 12 month contract that included unlimited texts and calls, roaming, data rollover and 30gb of data, for £10 a month. This order was placed on the 11th August 2022. Later on the 11th August I received an email stating that I had failed the credit check and therefore my order had been rejected. This came as a surprise to me, given the fact I am extremely low credit risk.
I have good savings, I earn a reasonable annual income given the fact I am a student. I have also held a phone contract with Three mobile for 24 months and have never missed a payment. I would also stress that my father is a financial conduct authority registered individual, and a chartered member and fellow of the personal finance society and has coached me and my siblings extremely well in terms of how to manage money and I follow his advise closely. My Experian credit score is also 999 and I intend to keep it at this high level. Given these facts, I thought it was likely a mistake and contacted an adviser to find out the reasons for this credit check failure.
Using the live chat from your website I was connected to an adviser and I requested the reasons for this failure but was told that they didn’t have the reasons or that they couldn’t give them to me. I was then told to contact Experian to find out the reasons. After checking with Experian, I discovered no credit searches from ID mobile on the 11th August; in fact there were no credit searches for myself on the 11th august at all, hard or soft. Having discovered this, I thought it was likely a mistake that my order had been rejected due to the credit check, so I contacted another adviser and was told that if there were no credit searches in my name then a mistake was likely made and that I should place the order again. I did just that, double checking that all my details were correct just in case I had made a mistake previously. After confirming all my details were correct, I placed an order again for the same contract on the 13th August, and was informed on the 14th August that I have yet again failed the credit check. Again, I checked Experian and clear score, and there have been no hard or soft searches for my credit score.
I am not sure what is causing me to fail these credit checks. One reason I have thought is that my twin brother also has an account with yourselves and that due to us having the same date of birth, nearly same initials and the same home address, a duplicate error is being thrown up before the credit search is being conducted.
As I’m sure you can understand, this has become very inconvenient for me. It is also very disappointing when I was seeking an easy change from my current mobile phone provider (Three mobile) to yourselves. I have also been thoroughly dissatisfied with the customer service advisers, and the live chat function on your website, as my questions have been left unanswered and it was extremely inefficient, due to me being stuck on my phone for over an hour messaging an adviser. I am also sure you can understand my frustration with this experience and I hope you treat this matter with the utmost care and urgency, as this matter has caused me some distress and I would like it settled.
I wish to see all information relating to my application, including full disclosure of all credit searches and evidence of your own assessment of the same. I make this request under subject access rules, as this data concerns myself and therefore I have a right to access it.
I am happy to provide any confirmation of my identity that you may need, and further details that you will need to look into this case, over a secure, private connection, such as email. I am also happy to provide a copy of my Experian credit report.
I look forward to hearing back from you.
Regards,
James