Consumer complaint received 2020-02-23
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Problem getting your free annual credit report

Complaint:
Hello, I apologize if this complaint doesnt fall under any financial issues. Im trying to find out what company is best to talk with about my extremely bad experience with Equifax. My mother and I were both victims of being hacked on our XXXX  a few days ago. So I and my mom wanted to freeze our credit so that no more damage could be done. Fisrt two major credit report agencies no issues at all. Then I submitted my information online and had to Answer some security questions just like the other companies except these questions I was given 4 had nothing to do with proving my identity. They asked me if normal questions about my self then came the 4 questions to prove it was me. First question was do you have a vehicle that you lease from 2014. I answered no because I do not. Then second question who do I have my loan for this vehicle with I answered none of the above. 3rd question how much is your payment each month on that vehicle One again I answered none of the above. Then I was told we cant confirm your identity. We will need more information. Thats fine with me so a few hours later My mom does her credit freeze with Equifax and attempts to prove her identity which shes lived at same residence for almost 20 yrs. I have no issues with sending more paper work to prove mine or my moms identity. So my moms gets her security questions and all the exact same about a vehicle form 2014 She of course answers the questions and same issue cant prove her identity. No problem so I call explain whats going on and the person who worked there says ok I can see the issue then asked me to verify with questions pertaining to me and I get them all correct. Then she says I cant tell you anything else until you send paperwork once again thats fine. The other 2 credit report agencies ask about my self or family things that actually pertain to me instead of some questions about a vehicle. No problem Ill send the paper work in. Heres my complaint they are one of the 3 major credit agencies and they are extremely rude very unprofessional and they have all my personal information. and millions of Americans. They played the run around game when I tried to speak to someone else she hung up on me and I just told her my entire S.S. # thats when I felt very uncomfortable.I end up talking to another employee that doesnt state that he is the supervisor like I requested.So basically same run round extremely rude. Not one out of 3 who I talked with were even close to a professional level. I honestly wish I never called but as one of major 3 credit agencies we kind of have no choice. So Then I say can we at lest get my moms credit frozen so she gets on phone says its not her vehicle either he states its a mistake and verified her credit as hes mumbling into the phone unprofessional.My mom gets off the phone and she said right away I dont feel comfortable at all with them having my SS #. My issues are that they are completely unprofessional my mom I will never call Equfax again. well just use the other credit agencies. They havent emailed either of us like the other companies did. After that I XXXX reviews and The XXXX  XXXX  XXXX  has them at 2 stars. How is that possible to have a company that every American has to use for credit based issues. I read the reviews and many complaints were about what I experienced. Lack of professionalism and many more.the gentleman on the phone then also mumbled to me about where to fax my paperwork I just gave up. I will never prove to them its not my vehicle or that I am the person I say I am which is not ok its either put up with a company that treats us like XXXX or let our credit suffer. The other 2 agencies had the identities correct and my moms reports all correct. The issue is not about me proving That its me or about the vehicle.thats no problem at all like I already stated. My major complaint is extremely unprofessional every single person. I have no idea why they are allowed to even be in business they have all our personal information and talk to customers extremely rude. Why would a 2 star company with all the same complaints even be allowed to be considered let alone we have almost no choice since they are part of the major XXXX that basically have the power over your personal information and credit history. I know its hard to understand my complaints in this long rambling letter I wrote. I just feel that something needs to be done and people have no choice but to use them for credit and major financial issues. Im ok with proving my identity Im not ok being treated and talk to that unprofessional. It was a huge nightmare Im not even going to take the time to prove that vehicle isnt mine or who I am Ill just use my info from the other 2 companies which were correct and do not show a vehicle on my report. Its not right some people have no choice because they are looking to purchase a house or vehicle or any credit matter. I really hope soon that the government or who ever can realizes whats going on and take that power away from a company that has everyones personal information. If whoever wants to just read all the bad reviews and see how people feel they can just XXXX  exquifax This is my first complaint in my life Im very patient and keep to my self. I know this letter wont go anywhere just maybe open one persons eyes at what many millions of Americans are almost forced to use. Thats all. I could bring up more issues but it all points to the same issues. Lack of professionalism. Please email me back and let me know who I can send my complaints to if this is the wrong place.

Company response to consumer: Closed with explanation