Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Up By Experian is described as a credit bureau that struggles to correct inaccurate credit information. A recurring theme is paid up letters, clearance certificates and successful disputes that never reflect on profiles, while customers consistently report unanswered phones and ignored emails. Trust, Transparency and Compliance (0.6) is the weakest area, and Customer Service and Professional Guidance (0.9) shows rare bright spots when a named agent takes ownership.
Top Strengths:
- •Customer Service & Professional Guidance: The clearest positive pattern is agent Lesego Montshiogage, praised for professionalism, humour and finally logging a dispute correctly. Customers also note that when a live consultant is reached, rather than the Ed bot, the query can move forward.
TrustIndex
1.8
NPS Score
-94
Recommended: Unlikely
Jan '26 - Nov '26
Frequently Asked Questions About Up By Experian
What do customers say about Up By Experian?
Based on recent customer reviews, Up By Experian is described as a credit bureau that struggles to correct inaccurate credit information. A recurring theme is paid up letters, clearance certificates and successful disputes that never reflect on profiles, while customers consistently report unanswered phones and ignored emails. Trust, Transparency and Compliance (0.6) is the weakest area, and Customer Service and Professional Guidance (0.9) shows rare bright spots when a named agent takes ownership.
What is Up By Experian's biggest strength?
Up By Experian's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Professional Guidance. The clearest positive pattern is agent Lesego Montshiogage, praised for professionalism, humour and finally logging a dispute correctly. Customers also note that when a live consultant is reached, rather than the Ed bot, the query can move forward.
What are the most common complaints about Up By Experian?
The most common complaint about Up By Experian, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Customers consistently report holding on the Stellenbosch line for hours, emails answered only by auto replies, and promised manager callbacks or 24 hour WhatsApp resolutions that never happen. Disputes are closed without explanation or follow up.
Is Up By Experian trustworthy?
Up By Experian has a TrustIndex of 1.8 out of 10 on Hellopeter, based on 71 reviews in the last 12 months. How is the TrustIndex calculated? →
Recent reviews (71)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2022
Account re-instateded
Good day, My acquifin account was settled in full 2 months ago, and was initially removed from my report. But to my surprise it was re-instated dispite having paid up letter please tell me why. Paid up letter attached. I sent email aswell
1 reviews | Active since Jan 2022
Account re-instateded
Good day, My acquifin account was settled in full 2 months ago, and was initially removed from my report. But to my surprise it was re-instated dispite having paid up letter please tell me why. Paid up letter attached. I sent email aswell
1 reviews | Active since Oct 2026
Can someone please call or email me?
Can someone from Up Experian please get back to me or call me? I have emailed and submitted all my paid up letters as well as a clearance certificate to you, but still no response... Your telephone lines are always 'busy' while I just want to find out what's happening with my credit score, why has it not improved after all my debt has now been paid.Can someone please explain the above to me?
1 reviews | Active since Oct 2026
Can someone please call or email me?
Can someone from Up Experian please get back to me or call me? I have emailed and submitted all my paid up letters as well as a clearance certificate to you, but still no response... Your telephone lines are always 'busy' while I just want to find out what's happening with my credit score, why has it not improved after all my debt has now been paid.Can someone please explain the above to me?
1 reviews | Active since May 2025
Bad bad service
I hafe so many times try to phone them so many time whatsapp chats my problem does not get resolved. So now i will write it here maby some one will se this in this company. Subject: Urgent Dispute: Incorrect Payment History Merge – PayJoy Account No. *** Dear Credit Disputes Team, I am writing to formally dispute inaccurate payment history being reported on my Experian credit profile for my active PayJoy account (Account Number: ***). As per my official Experian credit report (Enquiry ***): 1. The account opening date is explicitly listed as 2026-07-09. 2. However, the payment history status timeline incorrectly reflects payment tracking data stretching back into 2025 and early 2026, including an amber adverse status in April 2026. An account opened on 9 July 2026 cannot have a payment or arrears history prior to its inception date. This historical data belongs to a previous, separate PayJoy account that I settled and paid in full in May 2026. The historical payment profile from my old closed account has been erroneously merged/mapped onto my new July 2026 account timeline. Requested Resolution: Please immediately update my credit record to remove all payment history tracking bars, statuses, and historical data prior to July 2026 for Account No. *** so that it accurately reflects a clean start date from its actual day of opening. Sincerely,
1 reviews | Active since May 2025
Bad bad service
I hafe so many times try to phone them so many time whatsapp chats my problem does not get resolved. So now i will write it here maby some one will se this in this company. Subject: Urgent Dispute: Incorrect Payment History Merge – PayJoy Account No. *** Dear Credit Disputes Team, I am writing to formally dispute inaccurate payment history being reported on my Experian credit profile for my active PayJoy account (Account Number: ***). As per my official Experian credit report (Enquiry ***): 1. The account opening date is explicitly listed as 2026-07-09. 2. However, the payment history status timeline incorrectly reflects payment tracking data stretching back into 2025 and early 2026, including an amber adverse status in April 2026. An account opened on 9 July 2026 cannot have a payment or arrears history prior to its inception date. This historical data belongs to a previous, separate PayJoy account that I settled and paid in full in May 2026. The historical payment profile from my old closed account has been erroneously merged/mapped onto my new July 2026 account timeline. Requested Resolution: Please immediately update my credit record to remove all payment history tracking bars, statuses, and historical data prior to July 2026 for Account No. *** so that it accurately reflects a clean start date from its actual day of opening. Sincerely,
1 reviews | Active since Sept 2011
DEBT REVIEW FLAG TAKES FOREVER TO BE REMOVED
If you go under Debt Review then the day you complete the application forms then a flag is captured against your name in one day to say you are under debt review but when you are finish paying and have your certified clearance certificate it takes days or months to remove the debt review flag why??? Why can it be put against your name in one day but take days to remove???? This is not fair at all if they can flag you in one day they can unflag you in one day. They do not even reply to your *** or keep you in the loop of how far your clearance is
1 reviews | Active since Sept 2011
DEBT REVIEW FLAG TAKES FOREVER TO BE REMOVED
If you go under Debt Review then the day you complete the application forms then a flag is captured against your name in one day to say you are under debt review but when you are finish paying and have your certified clearance certificate it takes days or months to remove the debt review flag why??? Why can it be put against your name in one day but take days to remove???? This is not fair at all if they can flag you in one day they can unflag you in one day. They do not even reply to your *** or keep you in the loop of how far your clearance is
1 reviews | Active since Jan 2020
What an excellent service 💯
I would like to take a moment to compliment **Sakhe**, who assisted me with my query through Experian. The service I received from Sakhe was exceptional. He was professional, patient, friendly, and very helpful throughout the entire process. He took the time to listen to my concerns, explain everything clearly, and make sure that I understood the information provided. I truly appreciated his kindness and willingness to assist me. His excellent customer service made a potentially stressful situation much easier, and I believe his efforts deserve to be recognised. Thank you, Sakhe, for your outstanding assistance and for representing Experian so professionally. You are truly an asset to the company!
1 reviews | Active since Jan 2020
What an excellent service 💯
I would like to take a moment to compliment **Sakhe**, who assisted me with my query through Experian. The service I received from Sakhe was exceptional. He was professional, patient, friendly, and very helpful throughout the entire process. He took the time to listen to my concerns, explain everything clearly, and make sure that I understood the information provided. I truly appreciated his kindness and willingness to assist me. His excellent customer service made a potentially stressful situation much easier, and I believe his efforts deserve to be recognised. Thank you, Sakhe, for your outstanding assistance and for representing Experian so professionally. You are truly an asset to the company!
1 reviews | Active since Jun 2013
Experian ignoring formal POPIA complaint on inaccurate credit listing — Finance 27 account
I submitted a formal POPIA complaint to Experian's Information Officer (***) on 7 September 2026 at 19:06, including a completed POPIA Complaint Form, a Form 2 (Request for Correction/Deletion), and a Form 1 (Objection to Processing), regarding Account F*** with Finance Twenty Seven (GC). I followed up again on 9 September 2026, resending the same complaint. As of today, I have received zero acknowledgment — not even an automated confirmation of receipt. This is not a casual dispute. The submission includes: Documented proof that the opening balance Experian reports (R7,555.00) contradicts Finance 27's own signed Credit Agreement and Section 110 Statement of Account, both confirming R7,093.17. A written admission from Experian's own Investigations team (Sive Phillip, Consumer Care Consultant), dated 11 July 2026, stating: "according to our system the account was never updated since inception." Evidence that Finance 27 submitted inconsistent balances to Experian within days of each other, and separately sent me a false claim that a payment had been received — which I rebutted with a sworn SAPS affidavit. The fact that TransUnion has already removed this identical tradeline from my credit profile. This account is also the subject of active complaints with the National Credit Regulator (***) and the Information Regulator (***). I am posting this publicly because two formal, evidence-backed POPIA submissions have gone completely unanswered. I would appreciate Experian's urgent attention to this matter. Update: I am posting this same complaint again so the world can see how Experian actually responds to complaints like this. Experian rep**** privately on 11 September 2026 with a generic message stating that "an account that has been opened and remains unpaid may continue to incur interest" and directing me to dispute it via up.experian.co.za — the exact same channel I already used, which previously resulted in a finding in my favour (***-CD216068) before the same inaccurate data reappeared. The response did not mention the R7,093.17 vs R7,555.00 discrepancy, did not reference any of the documents I submitted, and did not engage with a single fact raised above. Responding privately with a copy-paste template, rather than addressing the substance publicly, speaks for itself.
1 reviews | Active since Jun 2013
Experian ignoring formal POPIA complaint on inaccurate credit listing — Finance 27 account
I submitted a formal POPIA complaint to Experian's Information Officer (***) on 7 September 2026 at 19:06, including a completed POPIA Complaint Form, a Form 2 (Request for Correction/Deletion), and a Form 1 (Objection to Processing), regarding Account F*** with Finance Twenty Seven (GC). I followed up again on 9 September 2026, resending the same complaint. As of today, I have received zero acknowledgment — not even an automated confirmation of receipt. This is not a casual dispute. The submission includes: Documented proof that the opening balance Experian reports (R7,555.00) contradicts Finance 27's own signed Credit Agreement and Section 110 Statement of Account, both confirming R7,093.17. A written admission from Experian's own Investigations team (Sive Phillip, Consumer Care Consultant), dated 11 July 2026, stating: "according to our system the account was never updated since inception." Evidence that Finance 27 submitted inconsistent balances to Experian within days of each other, and separately sent me a false claim that a payment had been received — which I rebutted with a sworn SAPS affidavit. The fact that TransUnion has already removed this identical tradeline from my credit profile. This account is also the subject of active complaints with the National Credit Regulator (***) and the Information Regulator (***). I am posting this publicly because two formal, evidence-backed POPIA submissions have gone completely unanswered. I would appreciate Experian's urgent attention to this matter. Update: I am posting this same complaint again so the world can see how Experian actually responds to complaints like this. Experian rep**** privately on 11 September 2026 with a generic message stating that "an account that has been opened and remains unpaid may continue to incur interest" and directing me to dispute it via up.experian.co.za — the exact same channel I already used, which previously resulted in a finding in my favour (***-CD216068) before the same inaccurate data reappeared. The response did not mention the R7,093.17 vs R7,555.00 discrepancy, did not reference any of the documents I submitted, and did not engage with a single fact raised above. Responding privately with a copy-paste template, rather than addressing the substance publicly, speaks for itself.