I placed an order and it was cancelled due to
as it didn't pass our internal security checks.
Internal checks are carried out for the safety of our customers and we apologise for any inconvenienced caused.
I currently have another 2 contracts and was moving from ee, but likely this is not been taken into account, so will I rather just stay on EE and remove the other 2 contracts then?
+10Hi
We are sorry to hear you have failed the internal security check. We use a sales system that takes the personal information you've supplied and cross-checks it against criteria set by our Fraud and Loss Prevention team. This Internal Security Check is used to help protect ourselves and our customers against potential loss or fraud. Should your details flag up as being not accepted against any of these criteria, the order is cancelled and cannot be continued. The system does not tell us what criteria have been flagged against the security check which means we're unable to provide any detail to you as to the reason for this.
In addition, our Fraud and Loss Prevention team would be unable to advise what criteria are checked and what has been failed against. Doing so could enable a potential fraudster to bypass these protection systems on future orders, enabling significant loss to be carried out against us or our customers. On this occasion, as the internal security check hasn't passed, we've been unable to proceed with your application, resulting in the cancellation of your order. I'd advise against trying to reorder within the next 30 days, as it is possible the internal security check will fail again within this time frame.
Regards,
Gemma M
The iD Mobile Social Media Team
To be honest that is actually not a good business case nor logic. So if a customer has been with you for 3 years, paid each time, I have added another line paid all each month. You still run security checks and say not a ’good’ customer as the way you have phrased above, so the should say on Profile no additional line can be added. Really does not make sense. Should never have moved from EE as wanted to move my other 3 contracts across, but now will not be renewing here.
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