Consumer complaint received 2017-11-30
Company: EQUIFAX, INC.
State: CT
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: Didn't receive services that were advertised

Complaint:
After the Equifax Breach, I have tried to register twice with Equifax XXXX services and each time I did not get an e-mail as the sign up process advised. I called the XXXX customer service on XXXX XXXX and spoke to XXXX, XXXX ( Id # XXXX ) and XXXX ( Id # XXXX ) and they could n't determine what was wrong and finally ended the call by hanging up the phone in my face! I finally called the 'Office of Consumer Affairs ' for Equifax on XXXX XXXX and spoke to a XXXX or XXXX He explained to me that he is aware of the issue with registrations for XXXX not going through and he would have to submit a ticket to his technology department. XXXX or XXXX promised that he would call me back no later than XXXX XXXX to confirm that the problem has been fixed. After not receiving a call back and no e-mail asking me to re-register, I finally called the " Office of Consumer affairs '' on XXXX XXXX and spoke to a XXXX and XXXX who ended up hanging up the calls because they would not put me in touch with XXXX or XXXX as I did n't want to repeat the information I had provided to XXXX or XXXX on XXXX XXXX. Both of them insisted that I needed to provide my social security number to access my credit report in order to proceed with the call. When I asked them why XXXX or XXXX was able to proceed with my call on XXXX XXXX WITHOUT asking for my social security and the reason for inconsistent practices, they chose to hang up the calls. The reason for not providing my social security to Equifax is simple - They have shown themselves to not be able to protect personal information for millions of American consumers already, so there is no trust! 
I called back and got in touch with XXXX ' again and he confirmed that XXXX or XXXX should not have accessed my personal file on XXXX XXXX, without asking me for my social security number, which according to XXXX ' is a breach of Equifax policies. In order to move the call forward, I had to provide my social security number. XXXX ' then started asking my additional nebulous questions regarding my credit history to further validate my identity ( It 's laughable that Equifax is employing these practices now, once the proverbial cat is out of the bag! ) He asked me about my credit card account and the provider for the card and the monthly payment on the card. I had to explain to XXXX ' that unlike mortgages, Credit Card have revolving credit and do not come with a monthly payment. I also had to explain the outstanding amount depends on the month he was inquiring about and the billing cycle and when the information was reported to Equifax. I had to pull up a copy of my Equifax credit report in order to give him the outstanding amount based on that report to stop him from once again hanging up the phone. 
Now that XXXX ' was able to access the account, he reneged on his promise to put me in touch with XXXX or XXXX and started asking me to provide him the reason for my call. I had to show him how to do his job and directed him to read the notes. After reading the notes, he came back and told me that he understands the issue and he will call me back in 24 hours after he 's looked in to the issue some more. I asked him why should I trust that he 'll call me and he hung up the phone.

Company response to consumer: Closed with explanation