Clarity

Good Day

I tried to apply for place lock and after waiting for credit vetting I was declined when I asked for the reason the agent advised that my ID number was associated with another account and I didn't really understand because the account I had was from years back but was a normal account which in my mind was closed because I have not used it in years , I then realised that it might be because my husband who lives in a different house has got a price lock account and has my cell phone number and e mail listed on his profile but I still couldn't understand because when I tried to go online to apply when I enter my ID number it says the same thing I would just like some clarity as to why I was declined as I would really like to have the decoder in my house for myself and my kids as well