FAQS

I’ve received an email is it from DivideBuy?

If the email subject line is “Important information regarding your data”, yes, this email is from us.

I didn’t apply for credit with you?

The data held includes customers who may have shopped with our retailer partner, clicks through to DivideBuy then subsequently did not proceed.

Have you reported this incident to the ICO?

Yes. We have reported this isolated incident to the Information Commissioner Office (ICO)

What data has been taken about me?

The data which has been accessed includes some personal details such as the below:

  • Name
  • Date of Birth
  • Address
  • Telephone Number
  • Email address
  • Associated Alias

Although some credit report information was also contained within the material that was accessed, this was not stored in a readable format and so is not likely to be able to be used by the person or persons who accessed it.

Should I use the link in the email?

Yes, we urge all affected individuals to use the link so you can proactively monitor your credit file and ensure you are protected and able to act on any adverse change.

I did not realise I have an account with you.

Not all affected individuals will have a DivideBuy account. It may be you have attempted an application in the past, be a settled customer or shopped with a view to purchase with DivideBuy then subsequently did not complete your purchase with us.

FAQs About TransUnion and TrueIdentity

What will TrueIdentity provide?

TrueIdentity will provide you Free online access to the customers TransUnion Credit Report at: https://trueidentityassist.creditview.co.uk

Free Access via promotional code to Credit Report Monitoring, CODE: DVB1346

Monitoring of the TransUnion Credit Report information for changes and alerts via e-mail whenever a certain change occurs to the customers TransUnion Credit Report that could be a sign of potential identity fraud.

Identity fraud information and support – provided via the online help pages.

My Secure Access Code isn’t working, what can I do?

Check that the code entered is exactly as displayed in your notification documentation, ensure no additional spaces or punctuation has been included by mistake.

Ensure that the code is still within the validity timeframe, each code has an expiry date which it needs to be used by. If the customer is attempting to use the code after the expiry date it will no longer work. (If this is the case and the code has expired, escalate to TU where appropriate).

I have failed verification. Do you know why?

To ensure that your confidential and sensitive data remains protected from access by unauthorised persons, the TrueIdentity service uses a complex verification mechanism to authenticate your identity. Unfortunately, due to the sensitive nature of the data we are unable to tell you at which point(s) your verification failed, and we are unable to influence this or make manual changes to your submission.

If you’ve failed verification, then unfortunately we will not be able to provide you with a copy of your credit report and other features available through this service. However, if you would like to know what information TransUnion holds on you, you can contact them directly at Consumer@transunion.co.uk.

How can I contact TranUnion (TU)?

The best way to contact the TU Customer service is via email, customers can get in touch with TU by sending their query to the following email address trueidentity@transunion.co.uk

Opening times: Mon-Fri, 8am-6pm, not including bank holidays.

What should I do if I believe I am a Victim of Fraud?

Check your credit report and dispute activity via your TransUnion Credit Report that you do not recognise. TransUnion will then contact the Lender who has provided the data to make them aware that the data is possibly fraudulent. The Lender will then perform a fraud investigation and remove any data if they find evidence that fraud has occurred.

You may wish to add password to your credit file as an extra level of security, so any lenders performing a credit search will need to request the password from you so they can proceed with the application. You can do this by adding a Notice of Correction (NOC), for free, to your credit file.

If you’d like to add a NOC, email consumer@transunion.co.uk with the chosen wording you’d like to apply and include your full name, address and date of birth.

If you do decide to add a password to your credit file it’s worth bearing in mind that Notice of Correction data is not shared across the credit reference agencies. For consistency, you should also request a Notice of Correction to be raised with the other credit agencies too, please see their contact information below:

Experian Ltd: 0344 481 0800

Equifax:  0800 014 2955 / 0333 321 4043.

You may also wish to contact Cifas, the UK’s fraud prevention service. They will be able to apply a Protective Registration warning on your credit file, for an administration fee.  This will inform Lenders that you think your data could be at further risk of fraudulent access, so they can make additional checks to protect you moving forward.

The Protective Registration flag can be applied to your file with immediate effect by telephoning 0330 100 0180 (and must then be confirmed in writing).  You can also apply online at www.cifas.org.uk/pr_for_individuals.

For more information

For further information please email us at dataqueries@dividebuy.co.uk

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