Experian cannot verify/2experian files

reacher89

I have been a member of this websites credit club for the past few years. Today I went to go online to check my score and was notified that Experian couldn’t verify my Identity and therefore I couldn’t log into credit club. 

As I result I went onto the Experian website to try and work out how to rectify this, I was prompted to log in and used the log in details that I had for a free account with them from several years ago. I was shocked upon logging in to see that my credit score with them was virtually identical to what it was the last time I had logged into that account almost a decade ago. It had no record of me having any credit to my name and had me registered at an old address that I haven’t lived at in almost a decade. 

I have been on the phone to Experian all afternoon and three times now I have waited on the line for half an hour only for the phone to cut out within 60 seconds of someone finally answering me (very nearly threw my phone at the wall).

So two things.....
Firstly, how on earth do I get them to verify my identity so that I can access my credit report as it should be today in May 2020?

Secondly, is there some way that Experian have accidentally created two credit files for me? One being the file that has updated over the past several years and I was accessing via the credit club and the other being a version of me that existed almost 10 yrs ago and hasn’t been updated on their system since? 

I’m super worried now that by not being able to identify my file that I have always accessed via credit club that this file has somehow disappeared and I am back to my old credit file from 10 yrs ago, in which case a decade worth of credit history has just vanished!!!

[Deleted User]

No need to be a super-worrier.  Your data's not been deleted. Just an admin issue.

Pick the pieces of your phone up and give them another try tomorrow.  Alternatively and probably easier in the current circumstances, contact them via their website.

Fighter1986

It's alright, your old creditexpert membership just still has your old address recorded against it. You can add in all your address moves over the last decade from them member centre. 

When you're logged into your Experian account, click the little man icon in the top right, click My Experian ID, and you'll see an Edit button under Your Addresses.

Update all that, and the following day (it updates overnight) everything will update.

As for why MSE can verify you on credit club, I had this before too... Unsure why... so I closed my MSE Credit Club account and re-registered under a different email address. Went through fine then, showed me all my data