Credit Report doesn't use updated address details

cocomotion

Tried the credit report feature but it insists on using an out of date address instead of the current one in my Giffgaff profile. Changed the address ages ago, but each month's credit report comes up with the same bad data.

Any ideas?

endorphin

Hi @cocomotion I believe that the credit report only uses the address you entered when you first signed up for the report and does not use the address you specify in your giffgaff profile.

Hopefully @paul_d_ can help with how you update your address for the credit report.

guy_ow

Cheers @endorphin has mentioned though the address used for the credit report is independent of that use on your my giffgaff profile.

I'll mention your thread to the gameplan team, to see if I can get some further information from them that should be a little more up to date.

Guy

cocomotion

Thanks both. The electoral roll issue is in fact what got me there. I've been registered on the electoral roll at my current address for nearly eleven months, and my bank account has had that address for the same amount of time. My credit report shows an old electoral roll entry.

The help that pops up when you click the warning triangle against the report says that if you see a problem with the electoral roll entry it's probably because your address is incorrect and it tells you to go and update it in My Account and then ask for a new report. I updated My Account at around the same time, so it appears that you are right and the help text is not.

So what I see on my report is a lot data that is significantly out of date.

guy_ow

@cocomotion - oh right ok. I really wish I could help more with this, unfortunately I'll have to wait for a reply from the gameplan team, who may have a better idea of what is going on/a possible solution for you.

cocomotion

Thanks @guy_ow - at least I know it's not some obvious setting I forgot to change 🙂

guy_ow

@cocomotion - nope definitely not anything your end. I've had an update, and reached out to another member of staff who I've been pointed to, who can possibly help get this sorted for you. Not sure on the process yet, but as soon as I do I shall be in touch again, either via PM or on your thread here.

cocomotion

Many thanks!

guy_ow

@cocomotion - again really sorry for the delay here.

A colleague has just pointed out the FAQ page for the credit reports which can be found here: Credit Report FAQ.

From that, it is saying that you should be able to dispute any information on a credit report, which gets sent on to CallCredit. There should be a dispute button next to each entry on the report which you can click to raise a dispute about the information.

Could you take a look and give it a go if the button is there.

Guy

cocomotion

It's definitely there; I can't quite remember why I didn't use it (apart from having to query almost everything in the report). I'm not in the UK right now and the credit report feature doesn't work if you are out of the country. I will try it when I get back and let you know.

Thanks for following up.

guy_ow

@cocomotion - not a problem at all.

Yeah if you can try that method when you arrive back in the UK and let me know how it goes, that would be appreciated. gameplan is still very new to me, so wasn't aware of that page myself, or how things fully work with the credit reports.

cocomotion

Hi there,

I finally got round to this - sorry for the long delay. I logged a dispute saying that my address was incorrect and have just received the following reply:

"At present we have been unable to process your request because you cannot dispute your current address.

Please note that you can only dispute the addresses you have never lived at. Also, the address is valid if you have or have previously had any financial connections to it."

I can't dispute my current address? Really? I have put my request in a slightly different way "you haven't got my current address" and I'll see what happens. They work on a 28 day turnaround for new complaints and a 5 day turnaround for responses, so don't expect too much too soon!

techiebloke

@cocomotion

If you obtain your information from Equifax or Experian does the address show correctly there?