Apparently I can't afford an upgrade

[tsfmbarr]

Is there an issue with upgrades?

I am trying to upgrade from a sim only from £11 pm to a  36 month plan for £24 but after putting in salary range it's telling me I can't afford that. I put in one of the higher brackets so it's nonsense to think I can't afford that.  Excellent credit score etc. Called up but got the same when spoke to 150.

If this is not an glitch then this is another reason to leave EE.

[Chris_B]

@tsfmbarr     So EE are not prepared to give you credit for what ever reason,   That could be because you missed a payment that could be you’ve not been using EE for sometime yet and they are not prepared to offer you credit.      Taking out a contract via credit isn’t just based on your credit rating.   It’s also based on how much do EE want to take that risk with you because red flags are being shown for a reason. 

[tsfmbarr]

You are making some wild assumptions there based on little information.

I already said I had an excellent credit score.  You don't know what that means exactly but means no missing payments. 

I have 3 mobile phones and broadband with EE so been using EE monthly and for many years.

EE have already said it's an unusual situation and my credit looks fine and affordable credit to spend is fine.

If you look on the forum, others have had a similar situation where it has been a clich on EEs end and we know it's not the first clich they have a had (linking BT and EE) so it's also possible this is a technical issue at their end.

It's also within their right to not give credit for "whatever" reason.  It's also within my right to switch all my mobile contracts and broadband to another provider.

[bristolian]

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@tsfmbarr wrote:

I already said I had an excellent credit score.  You don't know what that means exactly but means no missing payments.

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To be fair, a "credit score" is a widely misunderstood concept.

Your credit record is held with each of the main credit reference agencies, which details your payments & history with each lender - this is freely available via your credit file.

Every individual lender will score this information against their specific individual criteria, and produce an internal decision. Equally, some CRAs will create another set of criteria - and use this to sell you a "credit score" which can be a useful guide but is ultimately a marketing product with no substance.

[tsfmbarr]

I have access to my credit history report and can see that there are no red flags. 

Sure, EE could interpret the details in a way that suits them but as I said, they have pointed out there are no obvious red flags showing.   Also, their on screen message is misleading .... they ask for your salary range and then say you cannot afford the payments.  That's a statement that is too specific for all the scenarios. 

Their website crashed again when re-trying so it's also likely there is a technical issue on their end (well it crashed so they do have a technical issue)

[Peter_W · Accepted solution]

Hey @tsfmbarr.

Thanks for reaching out to us here on the Community!

As @bristolian mentioned, we use data from each of the three credit reference agencies for decisions around FlexPay, and each of these can have different criteria.

I'd recommend getting back in touch with our team so we can ensure we've reviewed all of your options with this one, and if needs be you can also look at our 24 month subsidy options too.
Peter

[tsfmbarr]

The customer service person I spoke to has already referred this for investigation

[tsfmbarr]

I had mentioned that the first time I completed the details I may have accidentally clicked yes to the qn: "is there anything that you are aware of that may prevent you keeping up payments".   I don't remember what I clicked on so they said they would investigate in case this info was saved.

[Peter_W]

Thanks for the update here @tsfmbarr.

There's definitely a chance that this would have influenced the decision, so I'll keep everything crossed our team manage to help get this sorted for you 😊

Peter

[tsfmbarr]

Called again and the cust service person told me my available spend which was absolutely fine (not saying what that was) but that was for a traditional contract whereas the available spend for the flex was -£30. She said it may be that I already had 2 flex contracts and she has seen that adding a 3rd can cause this.

In any case, she was able to get the cost of the upgrade on a trad contract down to around the same price as a flex contract so that suited me fine. She was very helpful and courteous.