Consumer complaint received 2018-10-08
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Was not notified of investigation status or results

Complaint:
First of all, I wish I could believe that filing this complaint would matter or result in any results or changes. 

On XX/XX/XXXX I went on line to try and unfreeze the security freeze on my Equifax account, which I put in place back when they were hacked. I needed help resetting my password also. I was not able to unfreeze my information myself because Equifax had recently ( XX/XX/XXXX ) set up " Myequifax '' and I was not able to register due to technical difficulties at their end. 

On XX/XX/XXXX, I called XXXX XXXX XXXX and requested help resetting my password ( which I had forgotten ) so I could unfreeze my information because I am trying to get a car loan. XXXX # XXXX. 

I tried to resolve the problem with registering for myequifax myself with my new pw, but it didn't work - more technical difficulties at their end. 

XX/XX/XXXX I called to have someone at equifax unfreeze my security freeze. I was told this was taken care off. I aso was told to expect a callback or email notification within 48 hours regarding registration for myequifax. I was never contacted. 

XXXX I called again. I was told to expect a call back, which again did not happen. 

XXXX I called XXXX XXXX XXXX this time. I explained the problem with registration and was transferred twice. I was told to expect another call back or email notification, but I said no and that I wanted to speak to someone in a department that could help me. This department is apparently called the Special Department or Specialty Department. I was told calls couldn't be transferred to that department ( the one that is fixing my registration problem for myequifax ). Then I was cut off. I called again and asked to speak to a supervisor of the specialty department. I was transferred to the dispute department instead and connected with XXXX. He was perplexed as to why I'd been transferred to him or his department. He said he would transfer me to the product and services department. When he did so, I heard a recording saying that the department was open 7 days a week from XXXX XXXX to XXXX XXXX  est. It was XXXX pst, well within the window when this department was purportedly open, but still no one answered. So I called XXXX XXXX XXXX again and this time I was told I needed to call XXXX XXXX XXXX for myequifax problems. And I was told to go to XXXX for free information and that I could check my credit for free one time in a year. 

I called Equifax dispute department XXXX XXXX XXXX and pressed XXXX ( to reach a human ... I believe I got that idea from the internet ). I believe the internet source said someone at that number would be able to tell me what to do to solve the problem between XXXX XXXX  and XXXX XXXX est m-f. I was told to go to equifax.com/personal/disputes. 

XXXX XXXX I called XXXX XXXX XXXX for help with myequifax. The person couldn't help me and said he would escalate it. I said I didn't want him to escalate it. I wanted him to transfer me to the person he was going to escalate it to. I had to insist. He said he would transfer me. I asked to where. He said to the Supervisor Department. He then transferred me. I was on hold for 35 minutes. When the clock struck XXXX, the phone went dead because it was quittin ' time at Equifax. 

On XXXX I spent over 50 minutes on the phone with Equifax. I called XXXX XXXX XXXX and insisted on speaking to a supervisor. But I was cut off during the transfer. I called again and the person said she would transfer me to the Specialty Department. I asked her to stay on the line until I was connected due to my having been cut off so many times by equifax. 

I reached emp # XXXX. She wouldn't tell me her name. She said she would escalate it to her supervisor who would call me back or email me. I told her I had been promised that twice already by Equifax and was never contacted. She said she couldn't promise me when that callback/contact would happen. I asked who specifically would be fixing the problem. She said her supervisor. I said I wanted to be transferred to her supervisor now. She said she'd search for an available supervisor. She started to put me on hold but I said " NO! '' and asked her to stay on the line but leave it on mute because of how many times I'd been cut off or disconnected or hung up on by her company. She found someone and asked me to stay on hold while she transferred me. 

Again the phone played music for a few seconds then went dead. 

There doesn't seem to be any accountability at Equifax. There also doesn't seem to be any actual concern for customers - who are only customers because we are forced to be. I can't quit Equifax. I can't stop doing business with them. They get my business without my consent, then they allow my information to get out into the dark web. Then they don't care and don't fix problems I'm specifically seeking help with. 

I certainly hope the fact that I'm not a service member or the spouse or dependent of a service member doesn't change the nature or quality of the assistance I get from the CFPB.

Company response to consumer: Closed with explanation