Written on: 30/10/2013
I am a prospective first home buyer and wanted to understand my credit record before I approached mortgage brokers. I remembered Choice magazine reporting a credit report service, though I didn't recall the name they'd recommended. I ultimately ended up at checkmyfile.com.au and even though my alarm bells were ringing about providing so much sensitive information online, I requested a Veda report. I paid $24.95 via PayPal.
The first sign of poor service was that, after a week, my account message on their website was claiming they were awaiting payment. PayPal was an instant payment, but I checked my account to confirm it was all ok and sent a message asking why they were still awaiting payment.
They wrote back that they had now ordered my file from Veda and should expect something via post within 10 days. A month passed. Nothing. I logged on to checkmyfile.com.au and throughout my clicking received three different messages from them: a) they were still awaiting payment (which they definitely were not); b) Veda had posted me a number that I could use to log in to my report online (I had received nothing at all in the post); c) the report had been sent by post and I should fax it to them (again, nothing received).
Alarm bells were ringing loud now. Why was I getting randomised answers that had nothing to do with reality?
I sent another message asking for clarification. Next day, I received an email asking me to follow up directly with Veda. I called Veda, who confirmed they had not received a request for a report under my name. I informed checkmyfile.
Checkmyfile responded that they had requeted 'another' report on my behalf from Veda. They refunded my payment via PayPal.
Another month passed. Nothing. I called Veda to see if they had any requests under my name - No. I messaged checkmyfile again. Their response:
"I`m sorry to hear that Veda have told you this again, I can assure you that the files were re-ordered and that it should have been posted to you by now.
As the issue lies with Veda and they do not seem to be acknowledging the requests we have made on your behalf, I can only recommend ordering the file from them directly.
I`m sorry that Veda have not provided the service that we would normally expect and for the delays you have experienced. You have been refunded in full."
My next question to them: Are you claiming that your site is falsely advertising? You cannot provide a Veda report after all?
I am thoroughly disappointed and very alarmed that my personal information may have been compromised. I would not recommend this 'service' to anyone. I will be following up with consumer affairs.
Finally, I learned over the course of this debacle that you can receive a report directly from Veda by written request (ie. no online transfer of information). This service is free. This is what I will be doing now.
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