Issue:
My Equifax score in credit insights has been completely frozen since around June 2025. Not moved by a single point. The score it’s showing wasn’t even accurate back then, and the gap has only gotten wider since.
My Equifax score on ClearScore and on my actual Equifax account both agree with each other and update regularly. The only outlier is Monzo. So I’m fairly confident the issue is somewhere between Monzo and Equifax rather than my actual credit file.
I’ve checked that my name, address and other details all match across Monzo, Equifax and ClearScore, and they do. My TransUnion score in the app is correct and updates regularly, and Experian was the same before it was removed recently. It’s only the Equifax score that’s stuck.
I’ve contacted both Monzo and Equifax about it. Monzo say they just display what Equifax gives them and there’s nothing they can do. Equifax say Monzo is a separate company and they can’t help. Equifax actually told me in writing that “Monzo uses its own independent scoring system and set of criteria”, which directly contradicts what Monzo support have said. So someone’s wrong and neither will own it.
I found the “Something doesn’t look right” option on the Equifax page in credit insights, and the “Seeing a different score in another app?” bit about sharing address history. But it says it’s already set up. I don’t remember doing it but I might have at some point and forgotten. There doesn’t seem to be a way to redo it or update whatever was shared. I’ve also tried disabling credit insights entirely and re-enabling it, but that didn’t help either.
Has anyone managed to get this sorted? Running out of ideas and both sides just keep pointing at each other.
Details to reproduce:
Open credit insights, check Equifax score. Compare to ClearScore or Equifax directly.
OS: iOS
Device: iPhone
App Version: 7.17.0
Screenshots: