Issue logging in to Experian

Macca1999

Hi everybody, 

As a result of a recent case of identity theft, whereby my stolen driver's licence was used to open at least one mobile contract (that I'm currently aware of) in my name, I set myself up on Experian's Credit Expert system. This allowed me to lock my report and keep a regular eye on any suspicious activity.

Up until now, I've always been able to log in to the platform. Today, I tried logging on with my email and password, was prompted to enter the security answer, and was met with the following message: 

"We need to do a few more checks

We're delighted that you've decided to apply for one of our services. 

You're almost there, we just need to make a few further checks to confirm your identity and ensure we keep your information secure. But don't worry, we won't need to speak to you or ask you to provide any more documents. 

We'll send you an email once we're done, which will most likely be within 2 days. While we're completing our checks there's no need to do anything - please don't submit another application. As soon as you're approved and we've sent you your confirmation email, you'll be able to log in." 

This has gotten me pretty worried. I'm unsure as to why Experian are suddenly running these checks on me, and why they're now telling me that I've applied for one of their services. What I'm concerned about is that the person who took my driver's license has somehow either gained access to my existing Experian account, or has over-written my existing account in place of a new one. I'm not quite sure how they'd have managed this, since the licence didn't even feature my current address, but it has gotten me quite worried. 

I can't currently speak with anyone from Experian about this, so I just wanted to check if anybody here has experienced anything similar? 

Charbil

I had similar but not sure it was the same but I signed up for expert at the same
time as changing my name and address and basically got locked out. I emailed a few times and managed get through on the phone after about 20 times, they sorted it and got my back in and then when the responded to the email I asked for my fees to be refunded as I couldn’t access for 2 months & they agreed. Have you changed anything that could be the cause?

Macca1999

Charbil said:

I had similar but not sure it was the same but I signed up for expert at the same
time as changing my name and address and basically got locked out. I emailed a few times and managed get through on the phone after about 20 times, they sorted it and got my back in and then when the responded to the email I asked for my fees to be refunded as I couldn’t access for 2 months & they agreed. Have you changed anything that could be the cause?

I have moved quite recently and updated my address on my Santander and O2 accounts. Funnily enough, Equifax notified me today to let me know that Santander have recently updated my credit report with this new address, and I presume the same may have happened with Experian. I'm wondering if this is what has happened, as it doesn't sound massively dissimilar from what you've experienced. 

Many thanks for your response! It's certainly put my mind at ease a bit.