Consumer complaint received 2021-01-23
Company: EQUIFAX, INC.
State: IN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
My wife and I both put credit freezes in place with all three credit bureaus in XXXX. On XX/XX/XXXX we had reason to lift these freezes. We were able to do this with XX/XX/XXXX and XX/XX/XXXXon that same day. But with Equifax we ran into not one, but a long series of obstacles. It took until XX/XX/XXXX to get my freeze lifted and until XX/XX/XXXX to get my wifes freeze lifted. I believe that the obstacles that we encountered demonstrate that Equifax is in willful non-compliance with the law in a way that destroys the utility of a credit freeze for many people, including us. 

The first obstacle we encountered was that, even though we had our PINs from XXXX ( and in fact tested them in XXXX by turning our freezes off and back on again ) they are no longer sufficient. In XXXX, the PIN was sufficient identification. Equifax has changed the procedure. They now require that you create an Equifax account in order to turn a freeze off or on. 

The second obstacle we encountered was that, at least for people like us, it is impossible to create an Equifax account. We have no recent credit history other than credit card activity. All of the identification questions they asked were about non-existent mortgages, installment loans and student loans, with the last choice being None of the above. For us, the correct answer to all of the questions was None of the above. They then said that they can not identify us based on the information provided. Even the correct answers are wrong by Equifax standards. 

I understand that they intentionally test the requester with false information, but they never tested us on true information. If they had questioned us about credit card activity, we could have demonstrated knowledge of our finances. We tried this multiple times and never got a question that could be answered in any other way than None of the above. 

Of course, it is possible that they have false information on file, but we have since obtained current credit reports, which show that there is no false information. There is no avoiding the conclusion that that for people that dont have much recent credit history the questions are a charade ; no matter what you answer they will say they can not identify you. If they feel they cant identify you they should just say so up front. It is abusive to make people play a game they cant possibly win and deceptive to pretend to regulating agencies that there is an avenue for quickly removing and/or reinstating a credit freeze. They do, at least, promise to send you a code by mail ( attachment 1 ) which supposedly can be used to create an account, but that didnt work either. ( See fourth obstacle below. ) The third obstacle occurred the same day when we tried to lift the freeze by phone. This led to the same identification charade. We were eventually able to get a person, but he insisted that he couldnt help because we had failed the identification process. He also refused to accept the PINs we created in XXXX on the grounds that they dont do that anymore. 

The fourth obstacle involved the code by mail mentioned earlier for creating a computer account. In my wifes case the code was never received. In my case I did receive a code, but it was of no value. When I attempted to create an account, the web site was slow and unresponsive and frequently timed out. After several tries I had apparent success ( attachment 2 ) and was able to create an id and password. But when I enter my id and password, I am sent to a page saying We cant complete your request at this time ( attachment 3 ). I get this page ( or a time-out ) no matter how many times I try, and I have tried many times over a period of two months. The page lists a number to call, but when I call the number it takes you right back to the same old identification charade. There is no way past it. 

Now for the fifth obstacle. In parallel with waiting for the security codes, we attempted to lift the freeze by mail. We used an Equifax form ( attachment 4 ). In exact compliance with the form, we each sent a copy of our social security card and drivers license. The drivers licenses are secure-id licenses and have our correct address which has been our only address for the last 26 years. My wifes social security card has her current ( married XXXX name, which is the only name she has used for the past 26 years. 

For me, this was successful and led to the unfreezing of my credit on XX/XX/XXXX. But my wife received a letter from Equifax dated XX/XX/XXXX stating that they could not process her request because they needed additional information ( attachment 5- redacted ). This letter fails miserably at identifying what additional information is needed. It twice gives a description of the categories of information required, but the two descriptions are somewhat contradictory. The information she had already sent, however, would seem to comply with either description. 

Now for the sixth obstacle. My wife replied to the Equifax letter of XX/XX/XXXX with a letter dated XX/XX/XXXX. ( attachment 6- redacted ). Her letter pointed out that it was unclear what information was required, but that she was sending several pieces of additional information in hopes of satisfying them. This letter demanded that they either lift the credit freeze, or explain clearly what additional information was required. This letter contained a copy of the previous request, along with copies of the following pieces of identification : Social Security Card Drivers License Pay stub containing full social security number and address Birth Certificate Marriage Certificate 1 Marriage Certificate 2 My wife never received a reply to this letter. 

On XX/XX/XXXX my wife sent, by certified mail, a repeat of the previous correspondence along with a brief cover letter ( attachment 7- redacted ). A response to this letter was received XX/XX/XXXX. The credit freeze was finally lifted.

Company response to consumer: Closed with explanation