Consumer complaint received 2022-04-13
Company: EQUIFAX, INC.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
For three days I have been trying to address problems with my credit account with Equifax.

1. On Sunday, XXXX, 2022, using the Equifax website, I removed a freeze on my account so that my credit union, XXXX XXXX XXXX XXXX, could process my mortgage application. Although the website indicated that the freeze was removed, when XXXX XXXX XXXX XXXX tried to obtain the credit report the following day ( Monday, XX/XX/XXXX ) they were told that there was a freeze on the account. 

2. On Monday, XX/XX/2022, after being informed by XXXX XXXX XXXX XXXX that they could not obtain my credit report from Equifax, I call Equifax. I waited more than 40 minutes to speak to an agent who barely spoke English. The agent was instructed to remove the freeze as well as any fraud alerts on my account.

3. After speaking with the Equifax agent, I signed onto the Equifax website and made a screen shot that showed the website indicating that there was NO freeze on my account. 

4. On Tuesday, XX/XX/2022, XXXX XXXX XXXX XXXX tried to obtain my credit report from Equifax for a second time. Again they were unsuccessful and were told that there was a fraud alert on the account. 

5. After receiving this information from XXXX XXXX XXXX XXXX, I immediately signed onto the Equifax website. The Equifax website indicated that there was NO freeze nor any fraud alert on my account. I made a screen shot of this information which I then sent to XXXX XXXX XXXX XXXX. 

6. On Wednesday, XX/XX/2022, XXXX XXXX XXXX XXXX tried to obtain my credit report for the third time. Again, they were unsuccessful. This time XXXX XXXX XXXX XXXX was told that there was both a fraud alert and an address discrepancy.

7. For the past 3 days, Equifax has not contacted me, which they claim they do for fraud alerts.

8. On Wednesday, XX/XX/2022, I tried to call Equifax customer service. I successfully answered their basic security questions, providing my telephone number, my social security number, the house number of my address and my zip code. Then Equifax ask additional questions " based on my credit report ''. The questions that they asked were all incorrect as I did not have any of the mortgages or loans that they suggested.

9. Equifax also asked a question about " the above referenced account ''. What is the " above referenced account ''? I am on a telephone so I can not see any account and the previous questions were about accounts I did not have. How is the consumer to answered such a question?

10. The Equifax automated telephone system then stated customer service could not assist me. There was no option to talk to a person.

11. I tried to Equifax a second time, going through the same process, and again was informed that customer service could not assist me.

12. This is TOTALLY UNFAIR. I am being held a hostage by Equifax. I have not way to speak to anyone. 13. My only op
tion now is that I must write and mail a letter to Equifax, as per the Equifax automated telephone system. What am I supposed to write to Equifax ... that their customer service is terrible ... that their website says there is no freeze or fraud alert however Equifax tells my credit union that there is ... that Equifax keeps asking about accounts/loans/mortgages that I do not have?

A consumer should ALWAYS have to right to speak to an Equifax agent. Clearly the Equifax system is not infallible.

Company response to consumer: Closed with explanation