Experian Credit Disputes And Queries



 

I had approached my lender to resolve a dispute on my Experian Credit Information Report but the bank has asked me to approach Experian Credit Information Company of India directly.

The data in the Experian Credit Information Report is based on the information provided to us by all our member banks, financial institutions and other credit grantors, therefore the concerned credit granting organisations own the data in your credit information report. We are not authorised to amend or change any data without the specific written consent of the lender who provided the information to us. It may be that the lender has therefore referred you to us in error, so we’d be happy to assist you in dealing with the lender to ensure that any queries, errors or disputes are quickly resolved.

If you would like us to help please download the Query Application Form by clicking on the blue box to the right or contact us on 022 6641 9000 and ask for the Query Application Form and we will send it to you by post. Complete the application form and take care to provide all of the required information and sign the form. It is very important that you include your Experian Report Number (ERN) when corresponding with us.

The ERN is a 15 digit number recorded at the top right hand side corner of your Experian Credit Information Report Please send us this completed and signed application form along with self attested (signed and dated photocopies) of the following documents;

(a) Identity Proof (any one of the following documents)

(i) PAN card

(ii) Passport

(iii) Voters ID

(b) Address Proof (any one of the following documents)

(i) Electricity bill (no more than 3 months old and for your current address)

(ii) Telephone bill (no more than 3 months old and for your current address)

(iii) Latest bank statement (no more than 3 months old and for your current address)

(iv) Lease / license deed

(v) Sale / purchase deed

(vi) Passport

Kindly attach all these documents and send it to;

Experian Credit Information Company of India, P. O. Box. 9096, Goregaon (East), Mumbai – 400063

Why can’t you resolve my dispute over the phone, why can’t you correct my data immediately?

The data in the Experian Credit Information Report is based on the information provided to us by all our member banks, financial institutions and other credit grantors, therefore the concerned credit granting organisations own the data in your credit information report. We are not authorised to amend or change any data without the specific written consent of the lender who provided the information to us. We do understand that you would want to conclude matters quickly and so are very happy to assist you in dealing with the lender to ensure that any queries, errors or misunderstandings and disputes are quickly resolved.

Kindly attach all these documents and send it to;

Experian Credit Information Company of India, P. O. Box. 9096, Goregaon (East), Mumbai – 400063

Experian Report Number (ERN)

Whenever I have any query regarding my credit report…I’m being asked my ERN number, what is it?

Experian Report Number (ERN) is a unique number recorded on every Experian Credit Information Report and is used as a reference number to validate your information. Please mention your Experian Report Number (ERN) which is a 15 digit number mentioned at the top right hand side corner of the Experian Credit Information Report in all communications with us, as without it we would be unable to assist you. If you have lost or destroyed your Experian Credit Information Report, you would need to order another report, with a fresh ERN before we would be able to assist with any queries pr disputes you may have. This is important, to ensure that we are only discussing the information contained within the report with the person to whom it relates

I don’t have my ERN and have misplaced my credit report

Your Experian Report Number (ERN) is a 15 digit number recorded at the top right hand side corner of the Experian Credit Information Report. It is essential that the ERN is mentioned in all communications with us, as without it we would be unable to assist you. If you have lost or destroyed your Experian Credit Information Report, you would need to order another report, with a fresh ERN before we would be able to assist with any queries you may have. This is important, to ensure that we are only discussing the information contained within the report with the person to whom it relates.

Consumer Complaint Redressal Policy

Objective and Rationale:

The objective of this Consumer Complaint Redressal Policy is to provide a detailed guideline which will help consumers to approach Experian Credit Information Company of India Private Limited (“ECICI”) with any query, request or dispute related to their Credit Information report and ensure timely and effective resolution of the same.

The Policy aims:

To provide contact mechanisms to support consumers

To answer consumer queries, provide credit reports, address consumer dispute

To provide accurate and timely support to our consumers

To liaise with members to resolve disputes and facilitate data correction as required

To be compliant with the RBI Regulations and Guidelines and all Credit Bureau relevant regulations primarily including the Credit Information Companies Regulation Act of 2005 read with the Rules and Regulations of 2006.

To Ensure Consumer Satisfaction And Adherence To Service Levels.

  1. Policy Scope

Consumer may contact ECICI Consumer Support for one of the following reasons :

Credit report query: Consumer has a query regarding his/her credit report

Credit report dispute: Consumer wants to raise a dispute regarding his/her Credit Information

General query: Consumer has a general query related to the Credit Information report status

  1. Modes of Contact

Consumer may contact ECICI Consumer Support in one of the following ways:

Phone – 022-66419000 between 9.30 am to 6.30 pm from Monday to Friday

Email – Send an email to consumer.support@in.experian.com

Experian website – www.experian.in

Post – Letters can be sent to PO Box 9096, Goregaon (E), Mumbai - 400063

III. Credit Report Query and Dispute Handling Process

Consumer may call or email ECICI regarding any queries or concerns about their Credit Information Report / Score.

ECICI Consumer Support team will answer the Consumer query by responding to the Consumer via call or email depending on the nature of the query.

If the Consumer has called or emailed related to a discrepancy in his/her Credit Information report, then he/she will be requested to provide his unique Experian Report Number (ERN) which was assigned to his report and highlight the nature of the dispute.

Any Credit report dispute reported by the Consumer to ECICI Consumer Operations will be intimated to the respective lender/bank/member Credit Institution within 7 days of receipt of such dispute.

Disputes pertaining to discrepancy of Credit Information will be resolved within 30 days subject to receipt of the responses from the respective lender/bank/member Credit Institution and the Consumer will be informed of the response and the rectification (if any) by email/phone/post as applicable.

A detailed report of complaints along with Root Cause Analysis findings and action taken would be shared with the Consumer Protection Committee (CPC) reporting to the ECICI Board of Directors on a quarterly basis.

The Following Timelines Will Be Implemented For Resolution Of Complaints:

ECICI shall provide a written acknowledgment to the consumer notifying them that their complaint has been noted and is in the process of being addressed and/or resolved. The acknowledgement will be sent within 24 working hours / by the next business day.

Action on the Complaint will be initiated within 3 business days from the date of receipt.

Complaints pertaining to rectification of credit information will be resolved within 30 days subject to receipt of responses from Banks / Credit Institutions.

All Other Types Of Complaints Will Be Resolved In 10 Business Days.

  1. Reporting and Escalation/ Exceptions

Reporting routines will be established to provide insight regarding complaint triggers and enables analysis by the business and governance team that supports on-going root cause analysis and remediation efforts.

Consumer Escalation Grid

The Consumer may use the following escalation grid to convey any grievance during or after the dispute handling process.

1st level: nodal.officer.india@experian.com

2nd level: smgr.operations@experian.com

3rd level: head.operations.india@experian.com

Noted deficiencies will be escalated to the appropriate business unit and/or personnel in accordance with escalation processes established by the business. Issues will be escalated to Compliance and Legal, as appropriate.

 
 

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