Lifetime Ban from Equifax

willste01

Hello,

Has anyone ever seen this before. I remember having an account with these guys about ten years ago. Do not remember when it was cancelled. I went to sign up again whilst sorting out a mortgage and I couldn't reset my password. I called to be advised my online access was revoked and I could only get a report by post.


I asked her to raise a complaint and this is what I received:


Your complaint
You're unhappy as you've been unable to access your Equifax online account.

Findings
I can see you called and expressed some concern in relation to the above. I've now fully investigated your query and can see your service was cancelled because we received a dispute about a payment from your card provider. As a result, the online membership is no longer available.

While we have revoked you online access due to the charges being reclaimed by your bank, you can still order a copy of you Equifax Statutory Report.



Conclusion
While I appreciate the concerns that you’ve raised, as detailed in my findings above, I’m unable to uphold your complaint as you've disputed and reclaimed the payments made for your previous subscription with Equifax. This has resulted in your online access being revoked. I'm sorry if this isn't the answer you'd hoped for.

Please note that this is my final response. If you’re unhappy with my response, you have the right to refer your complaint to the Financial Ombudsman Service free of charge. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.



Can they really just revoke your access for life? This seems pretty crazy why not just ask for the payment that was cancelled?


Thanks in advance for any advice.

Candyapple

The free versions to check your credit files are below:
Experian: https://www.moneysavingexpert.com/creditclub
Equifax: https://www.clearscore.com
Call Credit: https://www.noddle.co.uk

Exodi

Just go through Clearscore?

EDIT: Candyapple beat me to it again!

willste01

I do have Clear Score was not aware it was the same just my Mortgage broker asked for a copy of one from Equifax. Thanks for the info guys.


What a horrible business model lifetime banning people for a payment cancellation lol.

Exodi

willste01 wrote: »

I do have Clear Score was not aware it was the same just my Mortgage broker asked for a copy of one from Equifax. Thanks for the info guys.


What a horrible business model lifetime banning people for a payment cancellation lol.

Yeah it's sucky but it's a blessing in disguise as you no longer pay for your credit record!

molerat

willste01 wrote: »

What a horrible business model lifetime banning people for a payment cancellation lol.

It seems it is not about a payment cancellation but a reclaim of a payment already taken. Yes, they do not have to have you as a paid subscription customer if they do not want to (although only the financially challenged pay for a subscription !). You do have the right to a free statutory report though.

willste01

Hmm weird as contacting the bank to refund something as little as 14.99 or whatever the fee is, is not something I would do.



Not sure I would agree that only poor people pay for a subscription but each to their own opinions.

molerat

Nothing about being poor, why pay when the same is available free.

willste01

Ahh I see what you mean. Yes I certainly won't pay for it now that I know it is the same as ClearScore.


Thanks again for everyone's advice.

[Deleted User]

Hit them with a SAR on a regular basis. It will cost you nothing, but will cost them time and effort. And it will probably deliver much more detail than a standard credit report.

[Deleted User]

johnsmith1890 wrote: »

Hit them with a SAR on a regular basis. It will cost you nothing, but will cost them time and effort. And it will probably deliver much more detail than a standard credit report.

Why a SAR - you can request your statutory report for free from the website.

Or just go to ClearScore as others have said already.