Consumer complaint received 2018-02-02
Company: EQUIFAX, INC.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem with product or service terms changing

Complaint:
On XX/XX/XXXX I signed up online for Equifax XXXX XXXX free one-year monitoring service due to the breach Equifax had in XX/XX/XXXX. Included in this service among other features is a {$1.00} Million Identity Theft Insurance. After signing up I was able to get the terms and conditions of this insurance feature online however within the terms and conditions ( summary of benefits ) it states in the second paragraph on the first page, " A complete copy of the Policy will be available upon request. '' It also states on the last page of the terms and conditions ( summary of benefits ), " To obtain a complete copy of the Policy as issued to Equifax , IncXXXX contact us at XXXX ( XXXX ) XXXX ''. 
On XX/XX/XXXX I called Equifax and I tried to request a copy of the insurance POLICY which the terms and conditions clearly state I am entitled to, however upon calling the number I received a complete runaround, was told to call many, many other numbers, was told to call the insurance company, spoke to various supervisors and yet no one was able to provide me with a copy of the insurance POLICY which again according to the terms and conditions I AM ENTITLED TO. Below as well as attached is a timeline of my phone calls which consumed most of my workday. I am also attaching a copy of the terms and conditions. Obviously the employees at all these call centers and not well-informed of the services offered by their employer. 

Timeline of Telephone Calls in an attempt to get a copy of the Identity Fraud Insurance POLICY underwritten and administered by XXXX XXXX XXXX XXXX of Florida XX/XX/XXXX ( approximately XXXX XXXX EST ) Called XXXX to request a copy of the Identity Fraud Insurance POLICY ( not the terms and conditions which I have ) Was told to call XXXX to request the policy. Called this number and was told to call XXXX. 
Called XXXX and was switched to the Fraud Department. The Fraud Department told me to call XXXX. 
Called XXXX and was switched to another Fraud Department. Spoke to XXXX in Fraud Department and was told to call XXXX. 
Called XXXX and was told to call XXXX Called XXXX and was told to call XXXX which is the same number I called this person on??? 
Requested to speak to a Supervisor. Spoke to a Supervisor named XXXX who told me to call XXXX which is the SAME number I called listed above. 

XX/XX/XXXX at approximately XXXX XXXX ) Called XXXX per XXXX the Supervisor and they told me to call the insurance company directly at XXXX. 
Called XXXX XXXX XXXX XXXX at above number and spoke to XXXX XXXX. XXXX asked me what State I lived in and when I told him New York he said for New York the insurance POLICY has to come from Equifax. He then told me some States for whatever reason do not allow them to send out the insurance POLICY. He told me to call XXXX which is the sixth number listed above that I called previously. 

XX/XX/XXXX Called XXXX AGAIN and spoke to XXXX. XXXX told me to call XXXX which is the FIRST number I called on XX/XX/XXXX Called XXXX and spoke to XXXX who also could not help me. I asked to speak to a Supervisor AGAIN and then spoke to XXXX ( Supervisor ). After 27 minutes on the telephone, XXXX told me to call XXXX and ask for the Global Consumer Department. 
Called XXXX at XXXX XXXX and spoke to a XXXX. XXXX told me to call the insurance company and transferred me to another fraud department. Spoke to another person in the fraud department who clearly could not assist me in any. 
Had enough and called the Consumer Financial Protection Bureau to find out how to file a complaint.

Company response to consumer: Closed with explanation