Consumer complaint received 2023-01-27
Company: EQUIFAX, INC.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I received an offer dated XX/XX/XXXX for Equifax XXXX XXXX XXXX XXXX XXXX XXXX. I did activate this product and was able to use the product for the first year with no issues. Sometime, after XXXX, XXXX, I began experiencing issues with placing and lifting freezes on my credit reports. On XXXX of the calls in XXXX I recall providing my personal information through the automated system and was not verifiable. When prompted to speak with a representative and after a series of verifying questions, I was advised that I would need take a picture of my driver 's license and send by text message to prove that it was me before any services were provided. I complied with this request. 

On XX/XX/XXXX I attempted to change my credit freeze status using the online platform and was prompted to call the customer care team. After placing the call and giving my valid information through the automated system, I was again unverifiable and needed to speak to a live representative. Another request was made that I take a picture of my driver 's license and text it for proof ; this time I refused. After speaking XXXX representatives, I was told that I needed to speak with someone in the XXXX XXXX XXXX XXXX 

XX/XX/XXXX - I spoke with XXXX XXXX XXXX XXXX XXXX XXXX  in the XXXX XXXX XXXX XXXX with my complaints of not being able to use the website to thaw and lift credit freezes, Equifax score showing a XXXX, not being verifiable in the Equifax automated database and extended times dealing with customer service phone verifications. I was advised that these issues needed to be escalated and additional tickets were created XXXX XXXX for the website issues that I was experiencing and ticket XXXX XXXX for my credit score showing XXXX and to troubleshoot why I was unable to place and un-lift credit freezes. I have not been contacted regarding my case number or any of the tickets initiated. 

XX/XX/XXXX - I spoke with XXXX XXXX XXXX XXXX  XXXX XXXX XXXX  who verified my previous conversations and advised that someone would be reaching out to me with resolutions for my previous complaints. He also placed a ticket for XXXX XXXX XXXX XXXX. At the time of this complaint, I have yet to receive follow-up regarding ticket status or any of the concerns that I had previously inquired. 

XX/XX/XXXX I requested a loan product from my local credit union to see if they would be able to verify my information. Upon attempting to access my credit file they received an Equifax XXXX XXXX XXXX. I have requested the credit union detail this in writing and it has been included in this complaint. 

XX/XX/XXXX - I prepared some screen shots detailing my freeze request, the notice that I received to call customer care, my credit score showing a XXXX and the unrefreshed scores notifications. At the time of this complaint, the items that were previously requested are showing the same. There have been no updates to my credit file, no communications regarding my complaints and previous tickets placed. 
XX/XX/XXXX I requested a credit freeze be lifted for my Equifax credit file to see if any of my complaints had been resolved and they had not. 

I am very concerned that myself, my employer or any requesting agencies are unable to access my credit profile. I am especially concerned the many businesses and financial institutions rely on Equifax to provide accurate, fair and timely reporting for consumers. This is troublesome because Im in the process of rebuilding my credit and there are financial products and services that I will not be considered for if I can not be verified by my Equifax credit report. 


My concerns are : Equifax reporting a XXXX XXXX XXXX I can not process credit freezes online I am unverifiable in the Equifax customer service automated database The XXXX XXXX XXXX XXXX has not responded to any of my complaints The Equifax XXXX XXXX is not servicing me as initially promised Equifax has been unable to provide my credit report to a requesting financial institution

Company response to consumer: Closed with explanation