Consumer complaint received 2017-11-11
Company: EQUIFAX, INC.
State: CA
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 submitted several complaints with you regarding Equifax after the cybersecurity breach, and continue to have problems with my security freeze.
On XX/XX/XXXX, I called Equifax and put a security freeze on my credit report. I received a PIN, which I wrote down. I received a confirmation in the mail that contained the PIN and the envelope showed visibly Equifax Security Freeze. Anyone could have taken my mail and hacked into my account. I then learned in media reports that people were receiving time and date stamps. I realized indeed, I had received a time and date stamp. I was not asked for my credit card to pay the {$10.00}. This was before Equifax was offering to pay for it in the news media. So I was n't sure if it even went through. I also froze my credit report with XXXX and XXXX over the phone and paid {$10.00} for each, as per the cost in California.
On XX/XX/XXXX, I then called Equifax again, and after several tries, was able to change my PIN to a randomized secure PIN, and a woman changed this for me over the phone and verbally gave it to me to write down, which I did.
I then received a suspicious letter a few weeks ago from Equifax, again the same envelope with " Equifax Security Freeze '' on the outside visibly, confirming a security freeze, included my PIN in bold, and further down the letter it stated that " The charge to place the security freeze own your Equifax credit file is {$10.00} '' further down, it stated that " please include payment by check or major credit card for the appropriate fees. For XXXX, XXXX, XXXX or XXXX XXXX payment, please include your name as it appears on the card and the card number and expiration date. '' In fact both letters, including the letter on the XXXX, had the same exact content. It was widely reported that Equifax was not charging for the security freeze, and so the letter is highly concerning. And also asking for a form of payment.
Most concerning, is that I just received two letters this week from Equifax, both dated XX/XX/XXXX One stated " We have permanently received and processed your request to permanently remove the security freeze from your Equifax file. This letter confirms that the security freeze was permanently removed from your Equifax credit file. '' I did not request this.
The second letter stated " We are writing to confirm that a security freeze was placed on your Equifax credit file on XX/XX/XXXX. '' In bold it states my PIN. It is different than my prior PIN. Same letter as before. Asking for payment.
This is highly concerning. This activity is highly suspicious, and I want to report it. I did not permanently remove, or put a new freeze on my Equifax credit file.
I called the security freeze line, and it was only offering automated freezes, no human. I logged into the website, and it does not state that I have a freeze on my account, or even that I set up fraud alerts. The only number is for their credit monitoring products for purchase customer service.
I do not know if this means I am a victim of identity theft. I do not know who to call to find out what has happened, who did it, and if my credit file has been compromised. These letters seem to be requesting credit card payment when none is due. I placed the first freeze XX/XX/XXXX and thenXX/XX/XXXX, when the fees were waived. I do not take any action since XX/XX/XXXX, when I received my automated PIN.
The telephone number they list on the letter is XXXX. The address : Equifax Security Freeze XXXX XXXX XXXX XXXX, GA XXXX Their website does not give a telephone number for the credit freeze.
I am reporting this to you, as I want to have a legal document for future use, in the event that my identity is stolen, and in the event that years down the line, I will be a victim of identity theft.

Company response to consumer: Closed with explanation