Consumer complaint received 2017-09-08
Company: EQUIFAX, INC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
XXXX XXXX 2017 Greetings, 1. First, the first 3 steps did not provide me with a response that accurately represents the issue I am bringing forward.
2. The issue has to do with Equifax Security Breach. I went to the Equifax website at WWW.equifax.com and saw the report from their President and the phone number to call for assistance and the online procedures to enrollment.
3. I called the number and while on an extended hold, I went to the online site and tried to enroll using XXXX XXXX browser. I tried 5 times and it kept carrying me back to the initial step asking for my last name and last 6 digits of my SSN, see below : Getting Started Whether you are here for the first time or returning, please enter the information below and click Continue.
Last Name Last 6 Digits of Social Security Number Continue Then the following screen appears : Thank You Your enrollment date for XXXX XXXX is : XX/XX/2017 Please be sure to mark your calendar as you will not receive additional reminders. On or after your enrollment date, please return to XXXX  and click the link to continue through the enrollment process.
For more information visit the FAQ page.
I click on the highlighted XXXX and it takes me back to the screen requesting my last name and last 6 SSN. This happened 5 times. I then switched browser to google chrome and good news, on my first try I was able to get to the second screen after hitting continue enrollment. The BAD news, a red screen with a clear warning not to proceed pops up. I made a screen shot of this one, see below : It will not allow me to paste the screen shot. I will see if there is an attachment capability. I see there is an attachment site.
I finally got an agent on the phone and I explained the above issues and it was clear she had no idea of what to do. I asked to be transferred to the company 's IT department and she said they did not have one. I explained you have one but obviously you do not have the required information. I then asked to be transferred to a supervisor and she said hold on. I held on for over 2hours and 50 min. with no one answering the phone. While on hold, I called the published ( XXXX ) again and after 25 min. got an answer by XXXX. I explained the issue and the fact I am on hold for over 2 hours for a supervisor and discovered they can not transfer to anyone, no supervisor, IT, etc. He had no tools available to assist in any way. In fact, I was told by the first Agent to ignore the warning, this is a trusted site. I explained I might have but for they were hacked over a month ago with 240M compromised and we are just now finding out about it. You credibility has been compromised and no telling what the hackers could have left behind. I then tried to call Equifax fraud Dept. and could not get past the automated system to a live person to check on how deep the breach has gone for me.
I then went online to the FTC site and called and finally spoke with XXXX. I explained all of this to XXXX and she understood and recommended I use this site to pass along the issue. I am not writing this for me. I am attempting to alert you as the oversight organization that the Equifax site is broken and the call system is just as bad as they have no tools to do more than answer the phone and refer people to the enrollment site which is also broken. I think this should give you the info you need to have someone go the Equifax site and see first hand the issues and to call the response line to see what you get.

Company response to consumer: Closed with explanation