Waiting for a Experian company representative

RedDwarf82

I am creating a new thread just so the title is more obvious and no Experian company representative can say "I didn't see it", and to make it more focused.

So everything started on 26-12-2015, with me informing Experian of this problem that affects lots of people:

http://forums.moneysavingexpert.com/showpost.php?p=69786807&postcount=33

Experian_company_representative wrote: »

Hi RedDwarf82,

I'm sorry to read that you were not able to get the issue with your address format resolved during your free trial.

We will always query information that you think is recorded incorrectly on your report for you free of charge, even after a trial has ended.

I can take a look at your report for you to see what may be causing the issue, please [EMAIL="uksocialsupport@experian.com"]email [/EMAIL] your details (name, date of birth and address) to me so that I can investigate.

It is always the lenders decision as to whether they accept an application or not, but your full and correct information should be showing on your Experian report.

Kind regards
Neil

I am going to show you an issue with Credit Expert that doesn't depend on my specific data. Happens to everybody with a specific type of address so, if you don't mind, let's discuss it in public.

I look for a random address in http://www.royalmail.com/find-a-postcode that happens to be a flat, in a building that has a name. Let's take



I start the registration process in Credit Expert with fake data, but selecting the previous address

"Flat 5, Elan Court, 36 Newark Street, LONDON, E1 2AA"
(let's ignore here that when you select the address you can see it fully, which is not an example of great web design)




For some reason, after clicking on the address with the right format, the website shows

"36 ELAN COURT Flat 5 NEWARK STREET, LONDON, E1 2AA"




Which is kind of weird for you to do, but OK.

The funny think is that, if you follow the same pattern than with my address, after finishing the registration process and logging in for the first time you find out that the created Credit Expert account has YET ANOTHER format for that address.

Flat 5 36, ELAN COURT,
NEWARK STREET,
LONDON, E1 2AA

Now, I don't know the format that address is in the electoral register. But if if happens to be

"5 Elan Court, 36 Newark Street, London, E1 2AA"

(so like the Royal Mail PAF one, minus a "Flat" and a comma)

Credit Expert will create a credit report saying that person is not in the electoral register even if he is.

That's the equivalent format in the electoral register to the one for my address. But I guess the problem can happen with other formats.

Is the problem clear? How many people do you estimate it can affect in the UK? Why it has not been fixed when I (and probably others) reported it? When will it be fixed? What will be the fix*?

* I recommend letting people just use whatever format they want in Credit Expert. Not forcing them to select from a list of formats that don't match Royal Mail or the electoral register.

To which Neil, one of the Experian company representatives, replied on 28-12-2015.

http://forums.moneysavingexpert.com/showpost.php?p=69795543&postcount=37

Experian_company_representative wrote: »

Hi RedDwarf82,
Thank you for giving such a detailed reply. I can see that the address format is changing as the information is entered and understand that this affecting the information that is being retrieved when you view your report online.
The address information that we use comes from the post office database and so should match this.
I am passing your comments to our web development team and appreciate your feedback.
In the meantime if you are still experiencing difficulty in updating your address or adding a previous address in the correct format, please call or email customer service team who will be able to manually amend the address in your CreditExpert profile for you.
Kind regards
Neil

Starting on 11-01-2016, 2 weeks later, I have been asking for information about how Experian is handling the problem every week. But I have not received any answer other than a generic copied&pasted "contact us" message from Emma, another Experian company representative, on 02-02-2016.

RedDwarf82

7 weeks later... what's the status?

mcpitman

RedDwarf82 wrote: »

7 weeks later... what's the status?

Why don't you just ring them?

RedDwarf82

mcpitman wrote: »

Why don't you just ring them?

They don't reply/reply without answering the question in public. Imagine what they do when you ask through non public ways.

BEFORE starting any of these threads I had actually already told them through [EMAIL="CustomerService@CreditExpert.co.uk"]CustomerService@CreditExpert.co.uk[/EMAIL] and Complaintsresolution@uk.experian.com. It didn't help.

mcpitman

RedDwarf82 wrote: »

They don't reply/reply without answering the question in public. Imagine what they do when you ask through non public ways.

BEFORE starting any of these threads I had actually already told them through [EMAIL="CustomerService@CreditExpert.co.uk"]CustomerService@CreditExpert.co.uk[/EMAIL] and [EMAIL="Complaintsresolution@uk.experian.com"]Complaintsresolution@uk.experian.com[/EMAIL]. It didn't help.

Hello again, I'm going to play devils advocate here, I don't know why they would answer your query in public.

Whether you are happy for your address details to be discussed on here, Experian may not be comfortable discussing PII data on a public forum.

Otherwise it's just shoddy customer expectation mangement!

RedDwarf82

mcpitman wrote: »

Hello again, I'm going to play devils advocate here, I don't know why they would answer your query in public.

The thing is that they already did answer it. Neil answered saying he had raised the problem with the web development team.

mcpitman wrote: »

Whether you are happy for your address details to be discussed on here, Experian may not be comfortable discussing PII data on a public forum.

Otherwise it's just shoddy customer expectation mangement!

The thing is that no PII data is needed to solve the problem.
The first paragraph in the post where I describe the problem says:

I am going to show you an issue with Credit Expert that doesn't depend on my specific data. Happens to everybody with a specific type of address so, if you don't mind, let's discuss it in public.

Then I continue with

I look for a random address...

This thread is not about fixing a problem with MY credit report. It's about either:
a) Forcing Experian to fix a problem that affects only God knows how much people (thousands? tens of thousands?)
b) Publicly document how broken Experian is.

mcpitman

RedDwarf82 wrote: »

The thing is that they already did answer it. Neil answered saying he had raised the problem with the web development team.




The thing is that no PII data is needed to solve the problem.
The first paragraph in the post where I describe the problem says:

Then I continue with


This thread is not about fixing a problem with MY credit report. It's about either:
a) Forcing Experian to fix a problem that affects only God knows how much people (thousands? tens of thousands?)
b) Publicly document how broken Experian is.

Fair enough, just a shoddy customer experience then. :beer:

Bluebirdman_of_Alcathays

Any news?

RedDwarf82

Bluebirdman_of_Alcathays wrote: »

Any news?

Strangely, no...

8 weeks later. Could a Experian company representative give an update on this, please?

RedDwarf82

9 weeks later. Could a Experian company representative give an update on this, please?

RedDwarf82

10 weeks later. Could an Experian company representative give an update on this, please?