I recently went to purchase my first smartphone on contract at a Carphone Warehouse store. But I was informed that the sale could not proceed because of a problem with my credit rating. I opened an Experian account and found I had a credit rating of 995 out of 999. Neither Experian nor Carphone Warehouse would explain why I had been refused. I returned to the same Carphone Warehouse and attempted to purchase again. The exact same thing happened. Citizens Advice got nowhere either. FC, Edinburgh
Carphone Warehouse says the contract you were refused was with your chosen network provider, not with itself, and that due to data protection, the former is not allowed to tell the shop why. Carphone Warehouse collects data from the customer and acts as an intermediary between the customer and the network, which runs its own credit checks. So you need to get in touch with the provider to find out what the problem is, although Experian has offered a clue.
Apparently your phone application was processed under a nickname rather than your full forename listed on the electoral roll and much of your financial history. Any discrepancy can skew your credit rating, since records will fail to match up. Once you’ve confirmed the problem with the provider, try again under your formal name, but be aware that multiple applications for a product or service can impair your credit rating, as each check shows on your file and lenders might assume that you are a risk if you seek credit too often, too quickly.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
