Formal Complaint – Failure to Correct Inaccurate Credit Listings

I am formally lodging a complaint regarding Experian’s continued failure to correct inaccurate information on my credit profile, despite being provided with supporting documentation.

The Atlas account, which was settled in full over a year ago, has been reinstated on my profile under Accounts in Arrears. A paid-up letter was submitted to Experian at the time of settlement, and the account was closed. Without explanation, it has now reappeared, negatively impacting my credit score. My repeated queries have been met with generic, templated responses that do not address the documentation or the substance of my complaint. The most recent response ignored the paid-up letter entirely.

In addition, a Discovery Insure entry was mistakenly updated to Experian’s platform. Discovery formally communicated with Experian requesting its removal, yet the incorrect listing remains on my profile three months later.

I have also been instructed to dispute these matters via the website; however, the affected account does not appear as an option on the system, effectively preventing me from exercising my right to dispute inaccurate information.

In an attempt to resolve the matter urgently, I went to Experian’s offices in person. I was informed that no members of the public are permitted to enter and that no in-person assistance is available. With online channels failing to address serious reporting errors, there appears to be no effective escalation mechanism.

As a registered credit bureau, Experian has statutory obligations under the National Credit Act and POPIA to ensure that consumer credit information is accurate and up to date. The continued listing of settled and incorrectly reported accounts, despite formal notification and supporting evidence, constitutes a serious compliance concern.

I request the immediate removal of the reinstated Atlas account and the incorrect Discovery Insure listing, together with written confirmation of correction. Failing urgent resolution, I will proceed with escalation to the National Credit Regulator and the Credit Ombud for formal investigation.

Stop it with these robotic responses that does not address human, real issues.