Experian - Mismatch of address - unable to verify identity

boiledbeans

Hi all, I'm new here. I'm having trouble using the Experian credit score service, so I thought I'd post here.


To introduce myself, I've been here in the UK for a year and am working in a university. I live in university accommodation. My actual address (as given by the university) is
"Flat XX, YY Road, Manor Park Student Village, GU2 7YW" (XX & YY withheld for privacy reasons)

But in online forms, if you enter the postcode "GU2 7YW", and use the look-up function, it gives
"Reception 1, Alexander Fleming Road, GU2 7YW" or similar.

This mismatch has been giving me problems. The "Reception 1..." address corresponds to the reception of the university accommodation, since I believe they want all letters/parcels to be directed to the reception, and we have to go in-person to pick them up.




Now, onto the problem I'm encountering...
Previously, I created a free Experian account to check my credit score, using my actual "Flat XX..." address, and it tells me

Unable to verify.Verification failed.
Unfortunately we have been unable to verify your identity online at this time.
Why did I fail?
 This could happen for multiple reasons. One reason may be because we have insufficient information held about you, or your circumstances have changed recently.

Back then, I didn't think too much about it. But recently, I'm looking to apply for a mortgage. The mortgage broker & mortgage company performed a soft credit search (on Experian) and initially, they couldn't find my details under the "Flat XX" address. Later, they found my details under the "Reception 1" address instead of my actual "Flat XX" address.


So the mortgage broker told me to contact Experian to merge the 2 accounts together, to ensure the addresses on my bank statements ("Flat XX") match the one on the credit search for proof-of-address, otherwise my mortgage may be declined.


What I did first, was to add the "Reception 1" address to my Experian account as an old address. But after adding that address, it still couldn't verify my identity.


Next, I tried calling them on 0800 013 8888, and after a frustrating menu system, I finally got to the operator who told me the call service is only available for paid subscribers, and they can't access any data for non-paid subscribers. He told me to use the online enquiry form.


So I submitted an online enquiry to ask them to merge the accounts and got an automated response, saying they will reply in 3 days. It's only been 2 days, but I'm getting a little anxious while waiting for their reply. So I thought I'd post on this forum about my situation.


What do you think I should do in this situation? Sorry for the long post, and thanks in advance for any responses!


PS: I'm also on the (closed) electoral roll, but the address there is slightly different again due to the postcode look-up and limitations of space. It's "XX, YY Road, Manor Park Village, GU2 7YW".


I also have a UK credit card, and the bank didn't seem to have any problems when I applied for it.

Willing2Learn

Hi, I think you just need to wait for the full 3 days to lapse before chasing it up.

I would also check how your address is listed with Equifax and TransUnion. Also, how is your address listed on the Electoral Register?

And welcome to the forum

boiledbeans

Thanks for the welcome.


My address as listed on the electoral roll is listed in the 2nd last line in my original post, where XX is the flat number, and YY is the road name. So it's slightly different from my bank statement, as the online form when applying to be on the electoral roll had limitations (either length or character).


Regarding Equifax and TransUnion, I've looked at their websites. TransUnion seems to be a paid service only, while Equifax has a free 30 day trial. Are you suggesting I sign up for the Equifax credit report? Or do you mean I should get the mortgage company to check Equifax and TransUnion instead of Experian?

boo_star

boiledbeans wrote: »

Thanks for the welcome.


My address as listed on the electoral roll is listed in the 2nd last line in my original post, where XX is the flat number, and YY is the road name.

That's not what Royal Mail have as your address.

Just give the actual address instead?

nyermen

Welcome to Surrey Uni (ex-graduate here).

When I was staying (albeit in main campus), the postcodes pointed to the main reception for the court, regardless of building name and flat number, and we had to pick up our post from that central place (rather than the postie trotting around every room).
Manor park is different of course, but it may be the same situation exists (or existed in the past..). Best option would be to check with reception about this. Have you checked with others, do they have the same postcode?

Problem is, their lookup system just has that one address down (business address where the postcode is unique). Doubt that'll change, and will likely be the case at all "address lookups" not just experian.

nyermen

Ps. Have you tried the postcode finder?
https://www.royalmail.com/find-a-postcode

Update: Okay, according to that, every road has the same postcode. But it does list every individual flat. So it may be experian is using a reduced list for some reason.

That means that house name/number and postcode aren't sufficient to identify an address (they normally are), so this may be trickier than thought.

Willing2Learn

boiledbeans wrote: »

Regarding Equifax and TransUnion, I've looked at their websites. TransUnion seems to be a paid service only, while Equifax has a free 30 day trial. Are you suggesting I sign up for the Equifax credit report? Or do you mean I should get the mortgage company to check Equifax and TransUnion instead of Experian?

You can get your Statutory Credit Reports for free (no subscription required):
Experian = https://www.experian.co.uk/consumer/statutory-report.html
Equifax = https://www.equifax.co.uk/Products/credit/statutory-report.html
TransUnion = https://www.callcreditstatreport.co.uk/CreditReport



Also, you ideally want your ER address and the address your bank uses, to be an exact match.

boiledbeans

nyermen wrote: »

Welcome to Surrey Uni (ex-graduate here).

When I was staying (albeit in main campus), the postcodes pointed to the main reception for the court, regardless of building name and flat number, and we had to pick up our post from that central place (rather than the postie trotting around every room).
Manor park is different of course, but it may be the same situation exists (or existed in the past..). Best option would be to check with reception about this. Have you checked with others, do they have the same postcode?

Problem is, their lookup system just has that one address down (business address where the postcode is unique). Doubt that'll change, and will likely be the case at all "address lookups" not just experian.

nyermen wrote: »

Ps. Have you tried the postcode finder?
royalmail.com/find-a-postcode

Update: Okay, according to that, every road has the same postcode. But it does list every individual flat. So it may be experian is using a reduced list for some reason.

That means that house name/number and postcode aren't sufficient to identify an address (they normally are), so this may be trickier than thought.

Hi nyermen, hope you had a great memories from Surrey!


Exactly as you mentioned, all postcodes point to the main reception.


Thanks for that postcode finder link! I guess those are the addresses according to Royal Mail? If so, then it really is a complete mess. For example, the first result for GU2 7YW is "Flat 40, Ernst Chain Road, Alexander Fleming Road, GU2 7YW". There are two road names in that address? That wouldn't be identifiable. The flat numbering starts from 1 for every road. So there would be a Flat 40 for Ernst Chain Rd, and a Flat 40 for Alexander Fleming Rd as well. See page 4 on this link for map (surrey.ac.uk/files/pdf/Campus_Map_for_web_sept2010.pdf)



Also, the results on the finder are incomplete. Not all flats are listed, and not all road names are listed, e.g. James Black Rd, Ronald Ross Rd, Francis Crick Rd, etc. are missing.

boiledbeans

boo_star wrote: »

That's not what Royal Mail have as your address.

Just give the actual address instead?

Hmm... That was the address I saw on the Poll Card I received a few months ago for the local elections. As mentioned in the post above this one, it seems the Royal Mail addresses are messed up and incomplete.

boiledbeans

Willing2Learn wrote: »

You can get your Statutory Credit Reports for free (no subscription required):
Experian = experian.co.uk/consumer/statutory-report
Equifax = equifax.co.uk/Products/credit/statutory-report
TransUnion = callcreditstatreport.co.uk/CreditReport



Also, you ideally want your ER address and the address your bank uses, to be an exact match.

Thanks for the links! I'll request the statutory reports and see how it goes.