Equifax - am I missing something?

MisterMotivated

Sorry for the rant but just need to vent a bit. I think I must be losing the plot as I've just had a rather frustrating experience trying to order a £2 statutory credit report.

Six months ago, I ordered a statutory report from Experian. The letter with login details didn't arrive so I had to email them. Got a quick response and the letter came about a week after that, then another about 2 weeks later again. Other than that, it was a fairly undramatic experience (I'd already used their free trial so wasn't sure I'd qualify again and didn't want hassle of having to cancel). The link on the site wasn't glaringly obvious, but I found it without too much trouble. Today I decided to try my Equifax version. What a difference!

I clicked on the £2 statutory report link on their site and scanned the next page thoroughly so I didn't accidentally go toward their paid services (signed up with them previously as well). I was pretty sure I had the correct link, so clicked and put in my payment details, then address details. When it realised I was a past member, I was asked to login. I got a new password and logged in fine. But then I was faced with the "Free report* (*then £9.95 a month after)" option along with a few other paid offerings, none of which I wanted. No sign of any way to get a statutory report. The "My account" page also showed my old address, with no way to change it, despite the fact I put my current address in while filling in may details on (what was supposedly) the statutory report order pages.

I decided to call but all I really took away from that was an addition to my phone bill, confirmation that no order had gone through for anything and the chance to confirm my current postcode about 5 times before being told that in order to amend my address, I need to register my current address with Royal Mail! The woman on the phone also repeated my postcode back to me several times so she definitely wasn't mishearing (not sure where their call centre is but it sounded like she was using one of those fake American accents some seem to use now). My house is not a new build and I've never had any such problems before. I can only assume the postcode wasn't pulling up the full address on their system, despite the fact it works for every other website where I've put in my address details.

Anyway, the only (sort of) positive in the whole experience was that she confirmed I wouldn't be charged for anything as no order had gone through (I'll be keeping a close eye on that bank account). I went back to the Experian site, which took all of 2 minutes to order a new report.

Anyway, sorry. Rant over:cool:

[Deleted User]

In my experience Equifax customer services are truly awful. I had a very similar experience to yo several years ago when I was trying to open an account with them (free trial), I must have been on the phone with this girl (pleasant enough I suppose but Jesus wept, her English was terrible) for about half an hour just trying to find my address. Eventually they said that they could add my postcode to their system but only if I was willing to send in original copies of utilities etc. At this stage I told them to forget it.