Unresponsive or just inept.

We are trying to remove a credit card, that was opened **********ly, from my husband's profile. We have a court judgement in our favour as well as formal letter from FNB stating this. When we phone Experian we are told that we will receive a reference number via email within 48 hours on the dispute. The dispute logged on their website also doesn't generate a reference number and seems to disappear into the virtual ether. This is not an accurate reflection of my husband's credit score and thus doesn't serve anyone.