Major problems with TransUnion report - please help!

Schnurrbart

Hi, apologies if this post turns out be long-winded and confusing (it will!) , but it's not a simple issue.

I recently viewed my TransUnion file via MSE Credit Club, and was dismayed to see that my address in the Personal Details section (under both Current Address and Electoral Roll Information) was incorrect, crucially missing out my flat number.

So, instead of the address showing as 'Flat 2, 80 Street name, Town, County, Postcode' (I've made the address info generic for this post), it appeared on my report as just '80 Street name, Town, County, Postcode' - this latter address is for a shop, above which there are two flats, including mine. All three properties are separate for council tax (or rates in the shop's case), utilities, etc.

TransUnion (and Experian & Equifax) claim that such information is provided by lenders, utility providers, etc. I have absolutely no idea as to why the displayed address is missing the vital flat number, as all my accounts (bank, credit card, water, electricity, broadband, etc.) had the correct address.

As if this wasn't worrying enough, there are two further complications.

Firstly, there is a linked address entry as '80b, Street name, Town, County, Postcode'. This is actually the same property as 'Flat 2, 80...', but in a different format. This is a legacy entry in Royal Mail's postcode database, which I unsuccessfully attempted to have removed on the basis that the official format (as used by my local authority) is 'Flat 2, 80...'. Unfortunately, a few companies used this format. But, because the current and Electoral Roll address on file misses out 'Flat 2, 80...', it is not at all apparent that this is the correct address in an incorrect format.

The second problem is that I have recently moved. Regrettably - I should have tried to get the above issue resolved first - I went ahead and updated my file with the new address (which at least has a single entry on the RM database, with no alternative formats, and no (un-) related shop or flat numbers). I probably didn't even need to do this, as presumably information will start to filter through from various companies anyway. My main concern is that I recall reading in the report that previous addresses cannot be amended, so I'm very worried that, once the file is updated to show my new address as current, it will forever show that incorrect address (missing the flat number) under Previous Addresses.

Further confusion is caused by some error down to MSE Credit Club itself. When I log in (just to the Club, not my TransUnion report), there's a bit advising me to register on the Electoral Roll to improve my rating. However, I was on the ER for about 10 years at my previous address, and my TransUnion report shows this (albeit with an incorrect registration date). I did email the Club about this two or three months ago, and was assured that this would be looked into and that I would receive a follow-up email. I still haven't heard back, so will have to chase that up as well - I had hoped for better from MSE. Incidentally, I have also registered to be on the ER at my new address, but have not yet received confirmation that I have been added.

Back to the incorrect address issue - and more problems... I followed the steps provided in MSE CC's own guidance notes on raising a dispute, but couldn't proceed. I accessed my report and went into Personal Details, but when I selected 'Raise a dispute' the ONLY option available was regarding the Electoral Roll, i.e.to say that I should (or should not) be on it.

Obviously, this has nothing to do with my incorrect address problem, so I had to resort to messaging TransUnion through their webform as a Query (again, I was unable to raise a dispute via the form, as the text said to do this from within my report which, as already explained, was quite literally impossible).

I explained everything as clearly as I could (difficult, given the situation), and provided even more detail than I have here.

This morning I received a reply from TransUnion that has left me totally deflated and bereft of hope that the issue will ever be successfully resolved. The reply looks very much like a template response, and is all about Electoral Roll information. It had nothing to do with the incorrect address issue I had reported to them. Even if they had read my message properly - which I seriously doubt - they clearly haven't understood its content.

I haven't even tried to access my Experian and Equifax reports yet, as quite frankly, if I see the same incorrect information on them, I'll probably lose what little is left of my sanity!

A couple of years back, I tried (again, without success), to rectify errors on my Experian file. This was back when their reports could be accessed through the Credit Club. It was an utter nightmare - instead of correcting mistakes, Experian compounded them with MORE errors, leading up to a formal complaint, which was itself completely mis-handled, and which I lost the will to see through. So, no doubt my Experian report is still riddled with previous errors. And my Experian and Equifax reports probably have the incorrect address now, on top of everything else. I spent countless hours on the phone and emailing, only for Experian to make things even worse and more complicated than they already were. None of the staff had any real understanding of the issues I raised, still less a desire to resolve them effectively.

Sorry that the above paragraph is (arguably) off-topic, but I wanted to provide the context of my earlier frustrating and ultimately unsuccessful dealings with a CRA when trying to get mistakes corrected. It looks like I'm going to have just as bad a time - or even worse - with TransUnion.

I'll restrain myself from a full-on rant about how these CRAs - commercial entities - wield the power to influence decisions vital to everyday life - provision of credit, utilities, etc. And I'll only mention in passing (for now) how utterly abysmal the customer service that I received from Experian - and now TransUnion - was/is. I need to try to be 'solutions-focussed', and concentrate on the matter at hand.

Apologies again for the length of this post, hopefully anyone who has read this far will understand that it's hard to summarise in a few concise lines.

I've replied to today's useless email, expressing my disappointment that TransUnion have completely failed to grasp the nature of my issue, and threatening to make a formal complaint (they must be shaking in their boots - not). Given their initial response, I'm very doubtful that further communications from them will be of any real help.

Can anyone here offer some advice as to how I can successfully navigate this absolute mess, and at least get TransUnion to correct my address (whether or not it has now been supplanted by my new one)? What authority can I pass the matter on to if TransUnion themselves fail to rectify it? It's bad enough that the errors are present in the first place, but the fact that TransUnion's 'Raise a dispute' function is ineffective, and that I've received a response wholly inapplicable to my issue... well, I just don't know what to do next. Accurate information on credit files is critical, so I don't have the luxury of just burying my head in the sand, however tempting that is.

Thanks for reading all this, and thanks in advance for any helpful suggestions and advice. I think I've covered everything, but am happy to provide further relevant information if needed.

Schnurrbart

Forgot to ask: who do I escalate to, the Financial Ombudsman or the Information Commissioners Office?

anniecave

Happy to be corrected, but I don't believe whether or not you have been on the electoral roll or not at previous addresses (and length of time) makes any difference at all.  It's only if you are on the roll at your current address that makes a difference.

Schnurrbart

@anniecave - Thanks for the reply. Yes, you're probably right about that, however the main issue for me is the incorrect address (which is still showing as my current address, even though I updated my TU file with the new address over a week ago).

Looks like my only option is to formally complain, then escalate to the Financial Ombudsman or ICO (I don't know which).

Nasqueron

CRAs will want to verify data e.g. with the council for the ER, which can take time to update, they can't just change your address on your say without doing checks so as that would be a means for someone to try and hide from debt companies for example. The records take time to update and filter through so a complaint to TU might well be rejected on the basis they haven't been provided with the data yet. The ICO is the next step after a formal complaint.

Schnurrbart

@Nasqueron - Thanks for commenting.

I'm aware that it takes time for records to update, but I had lived at the previous address for over 10 years. I'm now at a new address, and updated this from within the file, but the update hasn't taken effect, so the address in question is still displayed under Current Address and Electoral Roll Information. I read that previous addresses cannot be amended, but I'm assuming that means I myself cannot change it, whereas the FO or ICO can force TU to change it.

As I'd only recently checked my TU file (for the first time), I have no idea how long the address error has been present. As mentioned before, none of my various accounts were registered with the incorrect address. Also, my Experian file has the correct address. I'm at a total loss as to how this has happened.

I had another email from TU this morning to say that they have opened a formal complaint (even though I hadn't yet got round to asking them to).

I went on the FO and ICO websites, and was under the impression it would be the FO I'd need to escalate to. Is it the FO if/when inaccuries on a CRA file result in a material financial loss, whereas the ICO are concerned purely with data accuracy? Sorry for sounding dumb, but I'm very confused and out of my depth.where this is concerned.

 I'm trying hard to get my files all in order, starting with TU (ignoring my previous failed attempts with Experian), but it's an uphill struggle made harder by poor customer service. I fully acknowledge that I should have checked my files with all three CRAs years ago, the problems seem insurmountable now. 

Nasqueron

ICO is the regulator, if you like, of the CRAs

FOS does financial services for consumers

FCA regulates financial services from the business side 

That said, proving a loss as a result of the inaccuracy would be hard and you'd be arguing with the CRA who will simply bat it away and tell you it's the fault of whoever supplies them the data so it'd be a long road

Schnurrbart

@Nasqueron - Cheers for clarifying that.

I'm not trying to claim any financial loss as a result of errors on my CRA files (I only mentioned financial loss in my previous post because I was trying to ascertain which organisation I'd need to approach to escalate), although I'm sure that those errors have caused rejections in the past.

My only concern is to get the errors rectified. My TU and Experian accounts are riddled with incorrect data (and I'd be far from surprised if this is also the case with Equifax). My battles with the latter exhausted me to the point of giving up - I should have forged ahead and contacted the ICO, especially given how many soul-destroying hours I'd already spent. But I was sick of dealing with them! 

I'm far from impressed by TU so far, even putting aside the errors on my report, and the inability to raise a claim (in the Personal Details) for anything except Electoral Roll info. They've already sent me a template email about a completely different issue to the one I contacted them about (even a cursory look at my message would have been enough to know it was about an incorrect address), and now they've opened a formal complaint without me instigating one (stupidly or wilfully misconstruing my comment in an email that I may have to consider starting one). Various pointers indicate that I'm dealing with people who don't speak English as a first language, which is a worrying barrier in itself. I'm getting Experian flashbacks.

Sorry for using your reply as an excuse to let off steam, and I appreciate you making it clear what those three organisations do, this has saved me from potentially wasting yet more time barking up the wrong tree.

sourcrates

Your old address, with missing flat number or not, will have zero effect on any credit application you choose to make once 3 years have passed.

Prior to that the effect would be minimal at best.

And, with the utmost respect, I honestly can`t see why you have taken this crusade upon yourself?

Schnurrbart

@sourcrates - Hi, and thanks for your post, to be honest I wasn't expecting any further comments. Looking through recent threads, there seems to be a pattern of people getting few responses, with issues left unresolved and questions left unanswered.

Thank you for the reassurances, and I hope you're right.

'Crusade' sums it up nicely! My previously-detailed attempts at getting errors on my Experian file sorted out definitely felt like a one-man crusade against overwhelming odds. If you've read my earlier posts, you'll know it was far from a resounding success. I showed dogged perseverance for a while, but with all the unaccountability and sheer incompetence I was up against, I was left with no reserves to draw upon. Drained, deflated and defeated, I limped my way off the battlefield!

Why did I do it, and why am I looking to do it again? Two main reasons.

Firstly, the worry (perhaps exaggerated in my mind) that these errors would have genuine adverse consequences. I'd been rejected for a bank switch, despite having held a single current account in good standing for over 20 years. When I asked why, I was advised to check my Experian file, which is when I saw I was incorrectly 'filed' as not being on the electoral roll (as well as a host of other inaccuracies) - thus began the 'crusade'.

The second reason is more personal. When it comes to all things 'official', I expect professionalism, thoroughness, competence, exactitude, transparency and honesty. I think it's a perfectly reasonable wish list, especially when so many companies and organisations are not shy about beating their chests and boasting about how they 'strive for excellence" in everything they do (to me that's both a red flag and a red rag!). When I encounter a lack of these qualities (which happens more and more in this age of useless AI bots, offshore call centres, disinterested live chat agents, 'Something went wrong' technical errors, etc. etc) this expectation is only fuelled. So, when I see all these errors and inconsistencies on my credit files, and experience the CRA's apparent inability, or even desire, to fix them, I'll admit it makes me incandescent with rage. It probably wouldn't be quite as bad were it not for the power the CRA's wield in terms of making or breaking one's chances of getting credit, phone contracts, etc. Just look at some of the posts here, or the Trustpilot reviews - people being turned down for a mortgage because of some trivial error relating to a mobile phone account, and all the rest of it. It's quite literally shocking and scandalous that they are so inadequately regulated, and are allowed to continue having adverse effects on people's lives with impunity.

Yes, it's another rant, but it's also my answer. This probably isn't the best time for me to reply - it's almost half three in the morning, and I'm practically falling asleep - so I'll leave it at that for now.

Thanks again for posting.

steven141

Schnurrbart said:

@sourcrates - Hi, and thanks for your post, to be honest I wasn't expecting any further comments. Looking through recent threads, there seems to be a pattern of people getting few responses, with issues left unresolved and questions left unanswered.

Thank you for the reassurances, and I hope you're right.

'Crusade' sums it up nicely! My previously-detailed attempts at getting errors on my Experian file sorted out definitely felt like a one-man crusade against overwhelming odds. If you've read my earlier posts, you'll know it was far from a resounding success. I showed dogged perseverance for a while, but with all the unaccountability and sheer incompetence I was up against, I was left with no reserves to draw upon. Drained, deflated and defeated, I limped my way off the battlefield!

Why did I do it, and why am I looking to do it again? Two main reasons.

Firstly, the worry (perhaps exaggerated in my mind) that these errors would have genuine adverse consequences. I'd been rejected for a bank switch, despite having held a single current account in good standing for over 20 years. When I asked why, I was advised to check my Experian file, which is when I saw I was incorrectly 'filed' as not being on the electoral roll (as well as a host of other inaccuracies) - thus began the 'crusade'.

The second reason is more personal. When it comes to all things 'official', I expect professionalism, thoroughness, competence, exactitude, transparency and honesty. I think it's a perfectly reasonable wish list, especially when so many companies and organisations are not shy about beating their chests and boasting about how they 'strive for excellence" in everything they do (to me that's both a red flag and a red rag!). When I encounter a lack of these qualities (which happens more and more in this age of useless AI bots, offshore call centres, disinterested live chat agents, 'Something went wrong' technical errors, etc. etc) this expectation is only fuelled. So, when I see all these errors and inconsistencies on my credit files, and experience the CRA's apparent inability, or even desire, to fix them, I'll admit it makes me incandescent with rage. It probably wouldn't be quite as bad were it not for the power the CRA's wield in terms of making or breaking one's chances of getting credit, phone contracts, etc. Just look at some of the posts here, or the Trustpilot reviews - people being turned down for a mortgage because of some trivial error relating to a mobile phone account, and all the rest of it. It's quite literally shocking and scandalous that they are so inadequately regulated, and are allowed to continue having adverse effects on people's lives with impunity.

Yes, it's another rant, but it's also my answer. This probably isn't the best time for me to reply - it's almost half three in the morning, and I'm practically falling asleep - so I'll leave it at that for now.

Thanks again for posting.

I 100% agree with you on that. I hold the same opinion that these businesses should hold 100% accurate information on customers and if not (mistakes happen) they should be rectified quickly and easily when raised. 

There are too many people these days especially that seem to not be able to care less about their job and I see it all the time.

I also agree that as a business, all marketing and signage should have no spelling errors or false claims. They should be double and triple checked. I get that mistakes happen but they should be a rare occurrence. 

As for the credit reports, they are a complete mess at times. The information that is fed into them is shocking at times. I’ve had wrong postcodes in the past linked to my address, flat numbers are another thing which can become complicated. So many different systems for addresses makes it harder. I still think that every property should have a number and that’s it no flat numbers but that is my opinion. It would solve so many issues. 

Anyway sorry to hear that you have experienced these issues and hopefully you get somewhere with them.