Maksym Yemelyanov - Fotolia

Experian upgrade causes glitches in service

Credit scoring company recently upgraded its systems and introduced a new mobile app that caused temporary issues for some customers

Experian customers have experienced some problems resulting from a system upgrade and the introduction of a new mobile app.

The credit referencing company said it recently updated its systems to improve services and provide more accurate credit stores, but some customers using its Credit Expert service, which helps people to manage their credit rating and is charged for, have experienced problems.

Experian said there have been some issues but everything is working properly now. “We have recently updated our system to provide our customers with an even more accurate Experian Credit Report and Score,” it said. “Because of this, some people may notice some information on their Experian Credit Report that they didn’t see before.”

At the beginning of May, planned work caused Experian’s system to be down, which was made clear in a notification to customers. The new app became available in App Store at about the same time.

One customer that uses the Credit Expert service said the new app would not log in and the fingerprint recognition had been removed. He said it did not work for days.

Experian said: “Separate to the changes to Credit Expert, the mobile app and fingerprint recognition were down for a short period while we improved the app. Now the updates have been completed, the app – including touch ID – is available once more.”

The customer added that on Experian’s main web service, his credit scores went down because master data was wrong, including an old address being used, which he said could occur if a database was restored to a point of time in the past.

“When I phoned the helpdesk, they acknowledged the issue but could not give any resolution as to when the problem would be fixed,” he said.

In a similar way to when banking systems crash, people are affected immediately if their credit scores change. One customer said: “People are dependent on the right credit score being given. The non-availability of service, poor data and IT system maintenance and lack of communication to customers is a concern.”

Experian said that if any customers have any issues, they should contact it for help. ............................................................................... ..............................................................................................................

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