Consumer complaint received 2020-06-02
Company: EQUIFAX, INC.
State: UT
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 submitted the following complaint ( ID XXXX ) : ++++ '' I previously submitted this complaint ( ID XXXX ) : " Equifax is denying me the ability to log in to my account in order to control things like freezes and other settings. They verified my information with lots of questions about SSN, birthdate, loans, etc. They then told me that I was unable to login to my account because they couldn't verify some information I had entered during the account set up process. I asked what the issue was and they refused to tell me. I offered to provide the information or verify anything they needed, and they refused to do so. They said that they would never, NEVER, let me log in to my account online. They said that I would have to make any account changes by phone ( hours long waits ) or fax ( don't have a fax machine ) until the end of time, they would never stop refusing to fix the issue. I was told I would never, ever be allowed to use my online equifax account. I was refused any explanation or to speak to someone who could help. They are holding my credit account hostage by not allowing me to control it. '' The response I got from Equifax was : " Thank you for submitting your complaint through the CFPB Complaint Portal. Please be advised no specific dates were provided regarding your date range lift. As as result, Equifax has lifted your Security Freeze for 15 days, commencing on the date of this letter. If you would like to shorten or lenghten the 15 day timeframe given. If you have any additional questions, you may call XXXX XXXX XXXX XXXX or you may visit www.myequifax.com. Here you can create an account to manage your security freeze, add or remove fraud alerts, and initiate credit file disputes. Additionally you can access free Equifax credit reports and your myEquifax products. '' As you can see the company did not address my complaint at all. I was not asking for my credit freeze to be lifted. I am asking to be able to log into my account. They then suggest I can create an account, however as my complaint stated I already have an account and am being denied the ability to log in. To be clear : I need access to log into my account. I DO NOT need a freeze adjusted. " +++ ( End of previous complaint ). 

As I made abundantly clear, I DO NOT NEED A FREEZE ADJUST. To repeat, I DO NOT NEED A FREEZE ADJUSTED. However, the response I got was the following : -- -- - " Thank you for submitting your complaint on XX/XX/2020 through the CFPB Complaint Portal. It is our policy to take each complaint seriously and to respond to complaints swiftly. We have reviewed and considered the information you supplied through the CFPB Complaint Portal. The results are below : As of XX/XX/2020, there is/is not an active Security Freeze/reporting on your credit file. If you have any additional questions about your Equifax Credit Report, please visit us at www.myEquifax.com. At myEquifax, you may sign in or create a free account where you can manage your security freeze, fraud alert, and disputes and access free Equifax credit reports and other products. You may also contact us at XXXX to speak to a Customer Service Representative. '' -- -- - So, for a second time they ignored the fact that I DO NOT NEED A FREEZE ADJUSTED. And then proceeded to tell me I could sign in to manage freezes. I am not sure what part of my complaint was unclear, but I DO NOT NEED A FREEZE ADJUSTED. What I needed, and was specific about in my complaint, is that Equifax has refused to let me sign into my account. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I'm going to paste this a few times here since it doesn't seem to be registering : I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. 

Lets see if that does the trick, I would hate to have to file a 4th complaint for the same issue.

Company response to consumer: Closed with explanation