Consumer complaint received 2019-08-27
Company: EQUIFAX, INC.
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
At the beginning of XX/XX/2019, our XXXX XXXX XXXX XXXX VISA credit card converted to XXXX XXXX XXXX XXXX Rewards MasterCard. We soon found out that MasterCard is not accepted at as many places as VISA. We also found out that the MasterCard was removing various benefits. We therefore decided to look for a replacement VISA credit card. 

I applied for the appropriate card and was informed that we needed to remove the Security Freeze we had on our account after the Equifax data breach. 

Additional background : 1. ) After XXXX XXXX ( XXXX XXXX ) data breach, I checked to insure that a Security Freeze was in place. I logged into the Equifax website ( with no problems ) and checked, then called Equifax on XX/XX/2019 and spoke with " XXXX '' at XXXX XXXX. He confirmed that a Security Freeze was in place and no further action was required. 

2. ) Equifax claims their Customer Care is available between XXXX XXXX and XXXX ( ET ), 7 days a week at XXXX. 

On XX/XX/2019, I attempted to log into the Equifax website and was directed to Customer Care ( sic ). I attempted to call Customer Care. 

That is where the problem started. 

[ Note : All times are EDT ] XX/XX/2019 : XXXX XXXX  - Waited 15 minutes then opted for call back ( # 1 ). 
XXXX XXXX  - Called again. Waited then 15 minutes opted for call back. ( # 2 ). 
XXXX XXXX  - Received Equifax call back ( # 1 ) and had to wait 31 minutes and listen to bad music.. 
XXXX XXXX - " XXXX '' - can't find email address. 
XXXX XXXX - Switched me back to robo without warning. 
Connected w/ '' XXXX '' in XXXX XXXX. He said I had to talk to a U.S. agent He said, " If disconnected call XXXX & press XXXX ''. 
XXXX XXXX  - Switched back to robo instead of U.S. agent. 
Connected w/ '' XXXX '' in the XXXX . Claims " system is updating. '' XXXX XXXX Sent back to robo. 
XXXX XXXX - Called XXXX & press XXXX " XXXX '' in the XXXX. She disconnected me. 
I stayed on line for a " survey ''. 
Instead : " You've been sent to a none working number ''. 
XXXX XXXX - Received call with CID " 800 Service '' - did not answer due to the number of calls spoofing this CID. 
Voice mail ( Equifax ) - Thick accent ( possibly XXXX ). 
He tried to talk ( not leave a message ) to my singing voice mail ( not bright ) XX/XX/2019 : XXXX XXXX - Called XXXX & press XXXX " XXXX '' in the XXXX. 
System still updating [ Note : this at least 14 hours ] ; call back in an hour. 
XXXX XXXX - Requested a supervisor XXXX XXXX - Supervisor : " XXXX ''. She cant do anything. 
XXXX XXXX Requested transfer to agent in U.S. 
XXXX XXXX - Finally connected with Equifax. " XXXX '' in U.S. 
Account was locked. No explanation. 
Claims User Name & Password are OK. 
Lifted lock. Confirm # : XXXX XXXX XXXX ( takes 24 hrs. ) Removed freeze ( takes 1 hr ).

Requested reinstatement in 2 weeks.

I contacted the credit card company and confirmed the freeze had been removed.

Questions : 1. ) Why 76 minutes for the # 1 callback?

2. ) Why a 31 minute wait with the # 1 callback?

3. ) Why could XXXX not find my email address? 
4. ) Did XXXX hang-up on me or was he simply incompetent? 
5. ) Why does someone in XXXX XXXX have access to my credit/private information?

6. ) Why do several people in the XXXX have access to my credit/private information? 
7. ) Why 109 minutes for the # 2 callback?

8. ) Why is Equifax not using their company name for the CID? 
9. ) Why does someone in XXXX have access to my credit/private information?

10. ) Why was my account inexplicably locked?

11. ) Why couldnt any of the earlier agents tell me the account was locked? 


Addendum # 1 : As of XXXX XXXX, XX/XX/2019 ( just over 30 hours ) my login still does not work.

Addendum # 2 : As of XXXX XXXX, XX/XX/2019 ( just over 44 hours ) my login still does not work. I think I will just wait to see if you do anything before I ask the media for help.

12. ) Was my account ever unlocked?

13. ) Are all Equifax agents incompetent? 

I would like these questions answered, in writing. 

Thank you, XXXX XXXX XXXX

Company response to consumer: Closed with explanation