dispute query

I am extremely disappointed with the level of service I have received from Experian.

After being issued prescription letters, I was provided with an email address to submit my dispute. I sent through all the required information and supporting documents, expecting at the very least an acknowledgement or guidance on the next steps. However, it has now been weeks with absolutely no response.

Attempting to follow up has been just as frustrating. Calling in results in hours of waiting with no resolution, and my experience on the WhatsApp chat was equally disappointing. The consultant who assisted me was rude, did not even introduce themselves, and showed no interest in helping resolve my query.

I am aware that disputes can be logged through the app. However, had I received any form of response to my email advising me of this, I would have done so immediately. Instead, I waited for weeks under the impression that my matter was being attended to—only to now realise that nothing has been done.

This lack of communication has caused unnecessary delays, and now I am forced to start the process again and wait even longer.

All I am asking for is basic communication and proper guidance, and I will be reporting this treatment to the National Credit Regulator.