Credit Expert - more information required e-mail

Cautious_Kitty

I'm trying to access my credit report online via the Credit Expert website. I filled in all my details for the 30 day free trial intending to check my report, then cancel the trial before the 30 days were up so that I don't get charged. After I'd entered all my details, including my bank account details, I got an error message saying that my application could not be processed at this time and that I should try again later. This I did, only to find that my details were 'already registered' with Credit Expert, and that I should 'log in using the user name and password' that I'd picked. When I tried to do this I got another error message saying that 'my details don't match those registered' on the Credit Expert site. I tried to call the customer services helpline but couldn't negotiate my way past the automated helpline responses. I shrugged, assumed that the application had not been processed, and left it at that.

HOWEVER, 3 days later I have now received an e-mail from Credit Expert saying that I can't access my credit report as they have been unable to verify 'from the information provided' that I am who I say I am. They are now asking me to send a bank statment, utility bill and copy of my passport to verify my address.

SO, my question is, has this happened to anyone else using the Credit Expert website, is this legitimate and should I send them the requested documents? And how do I cancel my 'free' 30 day trial if I can't access their customer service hotline or their website? I'm tempted to tell them to bog off at the moment!

lisyloo

It's quite normal that some people cannot be verified automatically by on-line services.
One reason could be not being on the electoral role, another is a slight mis-match in address particularly with flats e.g. 29a rather than 29.

It really is up to you whether you want to continue, but if you have the problem one place, then it's likely that other CRAs/banks etc. cannot verify you on-oline also.

Have you moved recently? Are you on the electoral role? Do you live in a flat?

Have they not sent you information on how to cancel?

Cautious_Kitty

Hi! I think you're right about the address problem - there seemed to be some problems with my flat number versus house number etc. when I made the application. I just wanted some reassurance that I should send off the documents that they've asked for, but perhaps I am being an Overly Cautious Kitty!

I moved house this year but am definitely on the electoral register. The whole reason for requesting the credit report was because I recently got declined credit and wanted to check that there was nothing iffy lurking on my file.

lisyloo

Nothing wrong with being cautious :-)

If you only went on the electoral register recently then it's possible it's not got to the CRAs yet depending on when you went on and how frequently they update the CRAs. Some might do it monthly, other areas do it less frequently. If that's the case it would easily explain declined credit.
Sometimes it can also be a slight difference in address particularly with flats and that will flumox an automated system.

I would send off the copies and check if your report shows the electoral role entry.
If it's not there then you should wait before applying for credit again, otherwise you are only (potentially) damaging your report with unnecessary searches.