Credit Expert from Experian..help please !!!

Ember999

Hi,

I am in a stinking mood right now and want some advice, thoughts and help if you can.

I joined 'credit expert' from Experian 2 years ago, have been paying the £49 (I think that's what it cost) a year to be able to access my credit files held by Experian. I moved house last September from England to Scotland and have tried in vain to change my address with them to no avail.

On the membership page there is a section to change your personal details if they are incorrect. I tried to do this but got a message up saying that due to 'Identity Theft' I have to send in original copies of birth certificate, driving license (full not provisional) and 2 utility bills with my new address on. They demand they are sent in and that they are originals. I then phoned the members helpline (freephone number) and asked them to explain why I needed to send in sensitive documents (originals) when I was in my credit expert membership area which could only be accessed by me with my password and user-name etc. I was told it was to prevent identity theft! I then explained that when I contacted all my credit card companies with a change of address they didn't demand such things and also I am quite obviously on the electoral roll at my new address (could be verified by them) and no longer on it at old address etc. She said if I refused to send in original documents then they would not change my address. I said why? she said to prevent identity theft again.... :eek:

I explained that I paid £49 for a service they are not allowing me to use and they are demanding I send in sensitive documents to an office full of people who could use them for identity theft if they so chose. I explained that sending sensitive documents, originals at that! through the Royal Mail was not secure as a lot of identity theft is carried out from Royal Mail sorting Offices and from Postman (before you argue this point, listen to the news!) and them asking me to send in original documents that they don't need to see when all my credit card companies, bank accounts etc. didn't require them prior to changing my address was unreasonable. She said if I didn't send them in they would not change my address.

I then told her I would close the account and open another one at new address etc. and she said they wouldn't let me open an account at new address and the computer would deny my application as I have not sent in original documents to prove I have moved house.

She then told me she didn't like my attitude and if I wanted to close my account she would then she was putting the phone down! I was not funny with her, just trying to make my point which she actually said she understood! :eek:

Am I in the wrong being (polite way of putting it) totally annoyed? I then told her to stuff the membership and cancel it. It was no good to me if I couldn't see my credit file and accounts which have all moved to new address and they were still showing old address on my account so no details were showing as they have all moved accross to new address!

I paid £46 last september for a years access to my credit files and as they refuse to change my address without me sending in personal documents (originals) which would enable someone somewhere to commit identity fraud in my name, it is now closed and I have been ripped off.

Do you agree with me or am I in the wrong with my attitude? Should I have to send in personal documents (originals) when I am on the electoral role, have moved all my accounts with no problems to my new address? Should I be able to change my address details in the membership area of credit expert (accessable with a user-name and password unique to me) without having to send in driving license, passport, birth certificate and 2 utility bills? :eek:

empfun

I'm a little puzzled why simple matter like was made so energy consuming. Just send in photocopies of the documents requested, it's usually quite acceptable even when some companies and government organisations request for originals.

If that doesn't work and you really need the service, then send the originals by insured/tracked courier or even arrange to bring it to them if you have to and if they have that facility. If that's not satisfactory for you then it's best to move on to. Cheers!

Ember999

empfun wrote:

I'm a little puzzled why simple matter like was made so energy consuming. Just send in photocopies of the documents requested, it's usually quite acceptable even when some companies and government organisations request for originals.

If that doesn't work and you really need the service, then send the originals by insured/tracked courier or even arrange to bring it to them if you have to and if they have that facility. If that's not satisfactory for you then it's best to move on to. Cheers!

But WHY should I have to send them in any documents to prove I have moved house? I am not borrowing money from them, merely trying to access my own records with companies who have already updated my address change without requiring any documents and I have borrowed money from them? Only I can access my members area in Credit Expert so why do I need to prove change of address when all my accounts and electoral role details are at new address? Does anyone see my point?

empfun

If a fraudulent change of address occurs with your credit card company, your credit card accounts will be flagged and eventually frozen since it's unlikely the perpetrator is going to pay the balance for you and you would have major DD issues if that's how payment is managed.

Well Experian are trying to do what they do best, protect your identity and maintain your credit file. So they are just trying to be sure that whoever is requesting for change of address is indeed who they are being short of requesting you to send blood and hair samples, DNA, your dental records, thumbprint and iris pattern. And surely they must have better things to do than to waste your time.