Consumer complaint received 2019-11-01
Company: EQUIFAX, INC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
After the XXXX Equifax data breach, it was recommended by several websites and financial institutions to freeze all 3 credit bureau files to protect against identity theft and credit mis-use. I requested to all 3 bureaus that my files be frozen and created security PIN 's etc. to be used when requesting temporary or extended/permanent un-freezes for legitimate inquiries. This seemed to work well for some time ( 1 year approximately ) however, after 2 different situations recently when attempting to legitimately allow companies to access my reports/files I ran into issues with Equifax. 

When attempting to obtain a home loan ( XX/XX/XXXX ), I went online to XXXX 's freeze website and was able to easily use my PIN to unlock my report for a temporary inquiry, I did the same for XXXX with ease, however, when I attempted to temporarily lift the freeze with Equifax I ran into several issues. First, the website that I previously used to unlock/unfreeze the file was changed to a dedicated site, I attempted several times to both login with existing credentials used for the previous equifax site ( which still work on that site ), then I attempted to register a new account without success and after several help requests via email went unanswered, I called via phone to unlock the report. 

This is where things got even worse. The customer service agents that answered the call were clearly from a foreign call center and of the 4-5 agents I interacted with, it was almost impossible to understand or communicate clearly with any of them. I am myself a bi-lingual person and understand the nuances and complexities of trying to speak in different non-native tongues and can appreciate these agents efforts, however, their particular capabilities were not even on par with basic English communicators. The questions being asked to verify my identity were completely confusing and vague at best. I was asked open ended questions such as " did you have a merchant account, credit account, or bank loan '' full stop, when I answered I've had dozens and started naming some, the first 3 - 4 agents were not satisfied with the answers and denied me the ability to unlock my report. Only after almost 2 hours of repeated calls did I reach an agent that was finally satisfied with my answers and unlocked the report. As anyone can imagine, this was completely infuriating. I then learned that the only alternative to unlocking online was to speak to representatives at this call center and endure a similar process every time or mail a physical letter and wait several business days for the action to be performed. 

Since I had such a difficult situation with their phone option ( on two different occasions ), I started reaching out to their online customer service contacts for help correct whatever issue was happening with my online profile that would allow me to unlock/unfreeze the reports myself via their website. I submitted a help request on their website on approximately XX/XX/XXXX-XX/XX/XXXX ( don't have a date because it was an online form and only have an estimate due to the time I was having the difficulties and compared to the date when I received teh response. When I submitted that help request I detailed my issues and received the following response on XX/XX/XXXX : On Thu, XX/XX/XXXX at XXXX XXXX Customer.care@equifax.com <customer.care@equifax.com> wrote : Dear XXXXXXXXXXXXXX,  We appreciate the opportunity to address this matter and apologize for any inconvenience you have had so far accessing your myEquifax account. 

Upon further review, the option to utilize the online website, MyEquifax is not available to you. This decision is based on the information that you have provided during the account creation process. 

There are alternative methods to place a security freeze or fraud alert that is recommended for you that includes sending your request by mail or by phone : Mail this form to place a security freeze : https : //assets.equifax.com/assets/personal/Security_Freeze_Request_Form.pdf Mail this form to place a fraud alert : https : //assets.equifax.com/assets/personal/Fraud_Alert_Request_Form.pdf Call Consumer Care team by phone at XXXX between XXXX XXXX  XXXX XXXX, 7 days per week. 


We sincerely apologize for any inconvenience this issue may have caused. 

Thank you for contacting Equifax, XXXX Equifax Consumer Care Team ref : XXXX : ref I was amazed that they seemingly ignored any attempts to resolve the issue with my online access and relegated me to the two other very slow and totally dysfunctional options. I replied with the following email : XX/XX/XXXX, XXXX XXXX to Customer.care@equifax.com That is absolutely an unacceptable answer. Your company was at fault for the 145 million person data breach that has forced consumers to take identity protection into their own hands. The government has mandated that the bureaus provide a mechanism that is easy to use that allows for people to freeze and unfreeze their credit and protect their information. Your phone system is not easy to use, it is time consuming and it is prone to errors and repeated failures both with the automated portion as well as with a live representative of which your company chooses to use outsourced companies for that are based overseas with nearly impossible accents to understand. 

I demand that someone reevaluate my account and correct the problems that prevent me from using the online portion. I have no problems accessing XXXX or XXXX 's online freeze/unfreeze services and incidentally, I have no problem accessing Equifax 's main website through my normal login. 

I expect that someone contact me directly to resolve this issue as it has caused an undue burden on myself and my family. 

XXXXXX ( contact info ) XXXXXX They then responded with the following : Customer.care@equifax.com via XXXX Tue, XX/XX/XXXX, XXXX XXXX to me Dear XXXXXXXX, We received your research request from the Customer Care team and thank you for allowing us the opportunity to assist you. Your concern regarding online access has been reviewed. 

The online registration process was designed with security and data integrity in mind. Multiple system requirements must be fulfilled to allow successful online data transfer. Though internet service is not currently an option, Equifax offers alternative options via telephone and US Mail to process your request. 

Your escalated matter is still being reviewed to aid in future Customer Service management and Technology endeavors. Your provided details will be collectively used in Equifaxs ongoing efforts to better serve and support the credit community. 

Equifax sincerely appreciates your patience during our investigation and review period. 

Thank you, XXXX XXXX. 
Consumer Relations Specialist XXXX XXXX XXXX   Operations Clearly, this is not a response stating they will continue to work on my specific access issue, but rather a canned response that they'll use my details in " ongoing efforts to better serve and support the credit community. '' This is plainly outrageous ; this companies lack of oversight, security and control management allowed hundreds of millions of consumers very personal and private financial data to be released into the wild, creating a lifetime of potential identity theft issues for those users and their burden should be higher to help these consumers protect themselves from something that happened through no fault of their own but rather through the direct negligence of a billion dollar organization entrusted to protect these consumers information. 

Please respond and assist myself and all other consumers in similar situations to protect what is rightfully theirs, their privacy and personal information.

Company response to consumer: Closed with explanation