BT Mobile - Problem with Erroneous Credit Score an...

Question

I have been a BT Customer for 35 years and have always paid my bills on time. I have a monthly direct debit for my landline and Broadband and have just added BT Mobile to my account. I have to say that I should have paid more attention when setting up BT Mobile online as it did flag through the process that there would be a cap of £50 spend outside the monthly plan and that roaming would be turned off. On receipt of the confirmation email on 2nd April this limit to my account was restated and was put down to my credit score. I called BT on the 2nd and was told that this was not a problem and the limits could be changed once the service had started. The service commenced on 8th April and on entering MYBT I am able to increase the monthly cap to £100 (not that i want or need to). However, the real issue I have is that I cannot activate Mobile Roaming. My account is flagged (Sorry, but you can’t use your phone abroad at the moment. You need to be a BT Mobile customer for six months first and have paid all your bills on time).
I rang BT on 10th April to find out what the problem is and was told that it was my credit score and there was nothing that could be done to change what had been done. I was told that I would need to find out for myself what adverse information was held by Equifax who BT use. After paying £14.95 to Equifax for a full report and credit score I found that my credit score is 527 which is deemed to be excellent against the UK average score of 380, and there is absolutely no adverse information whatsoever which is of no surprise to me. So what on earth are BT looking at. I have tried in vein to get somebody in BT to check my file as there must be an error. I suspect that when I applied on line the process is automated and the system has made a mistake. Rather than investigate my case I am just being told nothing can be done to let me use my phone whilst abroad. After several hours on the phone to various people over a few days I have come up against a brick wall.
Is there anyway a moderator could help me please. If I had known that I would encounter this I would not have signed up for BT Mobile and Ported my number which I would be loathe to loose.      

Answer 1

it may well be nothing to do with your credit score, but more to do with bt internals
ie: I purchased a new second hand car last year (December), my bank who i have been with for over 10 years, have a current loan with (that ends this year) and have had previous loan with, never been overdrawn, wages paid in each month and bills paid on time said I could not have a loan and if they did offer one it would be at a very high interest rate (i am still waiting to fine out from them why), even though I got a loan through another company at a very good deal, I upgraded my 3 accounts with EE from T-Mobile in December and January which all required a new credit check went through without issues (and they offered me another line on my contract on Sunday, saying that my credit rating is perfect) . My credit rating from experian when I checked (because of my bank) was Green and in Excellent condition.
The only thing I know was 11 years ago I got in financial debt (the bank purchased the debt from another company, but I paid everything off by scrimping and scraping for a number of years) - it may be that they are still using against me, but every other company has said they find nothing wrong with my rating, but what I have heard is that they reset ratings every month, so you may be fine to get something on the 1st of the month, but if applied on the 2nd they would refuse it.