Experian have removed the vast majority of my accounts

redrosebud

A few years ago, I signed up to Experian and found that they had the wrong electoral roll address for me. I had them correct this and everything was fine.

More recently I found that they've reverted to the incorrect address, so I contacted them to ask them to correct it, with evidence from the council.

They sent me an email to say they'd corrected it and I should be able to see it when I log in.

I logged in. Not only have they not corrected it, they've removed almost all my credit history. It now shows just two current accounts where there should be four, no credit cards where there should be three (as well as closed ones which aren't showing), no mobile phone contract, and there also should be settled loans which are gone. I can still access my previous credit reports and compare; I can confirm that way that they've deleted six open accounts and seven closed accounts. I look like a credit virgin.

I dug my way out of debt a few years back and once my default falls off in just over a year my credit history will be spotless. I've worked really hard over the last few years on managing credit accounts well and I am desperate to get them back. I've emailed them outlining the problem but, given their customer service over the last few days (there has been a lot of back and forth re the electoral roll and most of it from their end was nonsensical), I'm really worried about this. I don't understand how they've managed to do this.

Has anyone had a similar experience, and how was it resolved? Has anyone found that their phone customer service is any better than email? I'm waiting for a response to my email but assuming that doesn't sort it out I was going to phone them. Is the Financial Ombudsman the appropriate person to escalate it to if they don't fix it, or is there somewhere else I should be escalating to?

MorningcoffeeIV

Assuming that the providers do actually report to Experian, then a written complaint should sort it. Don't phone.

If it's not fixed, then FOS and the ICO. But it's just a matter of them joining up the data.

redrosebud

Thanks MorningcoffeeIV, yes they definitely report to Experian because they were all on my credit report yesterday and have now completely disappeared! These are largely big providers like Capital One, Halifax, etc.

I am constructing my complaint email now and including screenshot comparisons of the old and new reports. Hopefully submitting a complaint will have a positive result.