Consumer complaint received 2021-10-08
Company: EQUIFAX, INC.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I placed a freeze with all three of the credit bureaus a number of years ago. I kept logins/security codes from when I initially placed the freezes. I have had no issues with XXXX or XXXX. I am able to easily manage my freezes with them. 

About a month ago, my husband and I decided to refinance our mortgage to take advantage of the lower interest rates. After choosing a lender, I worked on unfreezing my credit. I have been unable to unfreeze my credit to date with Equifax. 

I initially set up an account on equifax.com. This account requirement is new since the last time I managed my freeze with Equifax. When I logged in on XX/XX/2021, the site indicated that they were temporarily unable to see the status of my freeze and please check back later. I checked back on XX/XX/2021 later and the same message was present. 

It was on XX/XX/2021 that I first called Equifax 's customer support. I was unable to navigate through the automated phone system and ended up speaking with a customer service representative. The representative asked me the usual security questions and indicated that they could not properly pull my file. They stated that I would need to fax my identification information, SS card and driver 's license, and they would fix the error within 3 to 5 business days. I faxed the requested copies of documents on the morning of XX/XX/2021. 

Since they stated it would take 3 to 5 business days I patiently waited out the rest of the week. On Monday, XX/XX/2021 I checked my account on Equifax.com and my lender tried to pull my report. We were unable to. I called customer service Monday morning and received the same information I had the previous week. They tried to convince me that they did not have my ID documentation and wanted to send it again. I insisted that they had it and then magically they said they do have it but it has not been processed. 

I called back on Tuesday, XX/XX/2021 in the morning. I still had trouble navigating the automated phone system and once I was transferred to an agent they could not confirm my identity/account. I insisted on being transferred to a supervisor at this point. With the supervisor, she stated that they did indeed have ID documentation and would process it that morning. She advised me to check my account on the website after XXXX my time and everything should be fixed. 

I checked my account at approximately XXXX XXXX  and still had the same error. I called customer service again; navigated the awful automated system, spoke to a representative and insisted on talking to a supervisor again. On this call, the supervisor recognized that the account was still not fixed. They asked more detailed identification information to access my account further. They stated that they could release my freeze through XX/XX/2021 and stated that it had been completed. I logged into my account while on the call and still could not manage my freeze status. I told the supervisor this. They said they could see the problem and " escalated the issue to '' some department. They left me with a confirmation number for releasing my freeze ( XXXX ) and a case number for the issue with the website ( XXXX ). The supervisor stated everything should be cleaned up and available by Wednesday, XX/XX/2021. 

On XX/XX/XXXX, I was still unable to access my freeze information on the website. My lender was unable to pull my credit report. My lender tried again on Thursday, XX/XX/2021 with no success. 

I called Equifax again on XX/XX/XXXX. I once again had trouble getting through the automated phone system and finally reached a customer service representative. I immediately requested to be transferred to a supervisor. The representative would not immediately transfer me and asked the usual security questions. Once again, this person could not confirm my identity. She finally transferred me to a supervisor. I was put on hold for nearly 30 minutes to speak with the supervisor. 

Once I was connected with a supervisor, she tried to get me to fax my ID documentation in again. I absolutely refused stating that two days prior I had been told on the phone that they had received the documents. She stated she could not find them. The confirmation and case numbers from Tuesday were useless. She said she could not use them. Then she offered to email me a link where I could upload the documents to their secure site. I completed this process. 

Once she received the documents and confirmed my identity she was able to access my account. She stated that my social security number was not associated with my account and other identifying information. If the lender was searching with my SSN they would not find. She stated that she would be able to add my SSN to my account. I was put on a long hold while she worked on this. 

Once I was off hold she stated that she successfully added my SSN to my account. I logged into my account on XXXX to confirm this. The error message that I had received this entire time was gone and I could select to manage my freeze. However, when I selected to manage my freeze it stated that there was no active lift on my account ; my credit was still frozen. 

I told the supervisor this and she put me on hold again. After a number of minutes she came back and stated that there is a glitch in the system and I would not be able to access my freeze information online. She was putting in a request ticket to get this fixed as soon as possible. She assured me my freeze was lifted through XX/XX/XXXX, even though I could not see that. 

At the end of this call, the supervisor was insistent on sending me a free credit report. It would have to be by mail and would take 7 - 10 business days to arrive. She left me with a confirmation number of sending me a free credit report ( XXXX ). 

On the morning of XX/XX/2021 I checked my account on XXXX again. The freeze management area is still locked ; I can not manage my freeze status. I called customer service again. This time I was able to navigate the automated system more easily ; I feel like my account identity was fixed due to this ease. 

When I spoke with a customer service representative on XX/XX/XXXX, they stated they could not manage my freeze but they could see that my account is frozen. I asked to speak to a supervisor. The supervisor confirmed the same information and stated that there is something wrong with their systems and it will take XXXX XXXX business days to fix. Until then, my credit will remain frozen. 

As I stated at the start, I was hoping to refinance my loan. The rates for loans have changed significantly since I started this process with Equifax. I am not sure I can secure credit now or in the future due to the " glitches '' at Equifax. 

Speaking with customer service has been more than frustrating. Every time I have called I have received new and different information. I have spent more than 4 hours on the phone with Equifax in the last two weeks. Why couldn't they tell me on XX/XX/XXXX that my SSN was missing from account and try to fix it immediately? Why was it missing in the first place ; I have managed my freezes in the past? 

I have been unable to collect any documentation from Equifax in regards to the status of my case. I can't get confirmation that they received the documents I sent in. When I was told that everything is fixed on XX/XX/XXXX, I asked for confirmation documentation and was told that they could not provide that. I have no evidence of what they have actually done with my account and I get different answers every time I call in. 

From my experience the last three weeks, Equifax is not working for the consumers. They do not care that credit checks require timely information and not being able to access this information can seriously change the course of consumers ' lives. How can a private corporation, with whom the consumer never elected to associate with, hold so much power over a consumer?

Company response to consumer: Closed with explanation