Consumer complaint received 2018-08-03
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
I received an unsigned NOTICE OF DATA BREACH letter from Equifax, XXXX. XXXX XXXX, XXXX, GA XXXX, dated XX/XX/2018. 

The above referenced letter stated in pertinent part : Equifax was recently able to identify that you are part of the additional group of approximately 2.4 million U.S. consumers who had their partial drivers license information stolen. 

It further stated, Equifax is focused on consumer protection and is offering you 12 months of XXXX XXXX XXXX, an identity theft protection and credit monitoring serviceTo enroll in the XXXX XXXX XXXX service, please visit XXXX XXXX XXXX. 

I followed the above enrollment directions set forth in the Equifax letter and provided my last name and the last 6 digits of my SSN but was denied enrollment. Instead of being enrolled, I received the attached notification that states in part, Based on the information you provided, our records indicate that your personal information was not impacted by this incident. 

Please note that Equifax sent the above referenced letter notifying me in writing that I was in the additional group of U.S. consumers who had their information stolen, but when I followed the directions in their letter to enroll in their XXXX XXXX XXXX  service, their response consisted of a contradictory notification stating that their records indicate that my personal information was not impacted by the incident. It can't be both. The above reported theft is being treated by Equifax like some minor, inconsequential or unimportant detail. It isnt! They should provide the correct information and clarify whether my data was impacted or not. 

It is clear by the Equifax letter and other information that they have failed to accept responsibility for their incompetence and resultant failure to protect myself and other consumers by ensuring that our personal information is properly protected against application vulnerabilities. Instead, their actions and the inaccurate information and directions provided in their letter and website link have resulted in conflicting and contradictory notifications regarding the impact of the incident on my personal data causing additional concern and confusion. This additional incident further demonstrates a lack of even the slightest sensitivity or concern for the added confusion now caused by their failure to provide clear, accurate and non-contradictory information and direction in their letter and in the link they provided. 

The Equifax actions concerning this matter consist of hiding behind their above referenced unsigned and misleading letter, engaging in empty rhetoric, and causing additional concern by providing conflicting and contradictory information regarding the impact of the incident on my personal information caused directly by their letter and use of the link they provided. Its ironic that they are heaping praise on their company for what amounts to their utter failure to act in a professional and responsible manner. Their insensitive actions and the inaccurate information provided in this matter, as well as their failure to act in an honest and responsible manner by providing clear, unambiguous and non-contradictory notifications and non-contradictory information regarding the impact of the incident on my personal information, speak to why Equifax has such a poor reputation and why there is such a negative public image attached to their brand. 

I have a right to know which of their data breach notifications is correct in order to address my concerns regarding the ambiguity and confusion caused by their contradictory notifications concerning whether my personal data was impacted by the incident. 

They were requested in writing by my letter dated XX/XX/2018, to provide a written explanation for the contradictory notifications and a clear and unambiguous response to my question regarding whether or not my personal information was impacted by the above referenced data breach. They have never responded to my request. 

Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation