Consumer complaint received 2017-10-11
Company: EQUIFAX, INC.
State: PA
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:
I was told by Equifax that my personal information probably was hacked. 

I started trying to get the offered TrustedID Premier account on XXXX/XXXX/XXXX. It is now 24 days later, and all I have is a login for the account that does not work ( i.e., when I log in, it just gives an error message that tells me to contact Customer Service. And I have case numbers from two different Equifax customer service email addresses that have never offered me any assistance with my issue since I contacted them on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. The Equifax offer of this free account is a TOTAL SCAM. It will probably be Day 364 before I ever get logged in to my account, which will them expire the next day. 

I started on XXXX XXXX trying to get the free TrustedID Premier account Equifax offered to me as a potential victim of the hack. After waiting until XXXX XXXX as instructed, I went back and finished enrollment ( after being thrown out at least twice ), then was told to wait for another email. 

I got that email 6 days later, on XXXX XXXX. I went to the site and answered the security questions and it took me to a partly garbled login page for TrustedID -- this page wanted me to enter my username and password. I never established a password at any point in the entire enrollment process! I called a phone number I saw, and XXXX did a manual authentication ( I have no idea why I needed to be authenticated since I 'd been enrolling according to all the instructions for the past 11 days. She told me I next had to call Customer Care at XXXX but that number never answered. I found another number to call, and XXXX said I did n't actually need to call because the manual authentication would cause another email to be sent to me -- just wait. 

I got that email 4 days later, on XXXX XXXX, giving me a link to verify my enrollment. I followed it and got a screen that said I was already verified and should log in. Again, it wanted the Password that had never been established in the first place. So I clicked the link for Password Reset. I got the reset link, followed it, put in a password and tried to submit it but the screen just spun uselessly for 30 minutes. Later, I tried again ; this time all I got was an error screen that said Problem loading page. 

On XXXX XXXX, I again followed the password reset link, got a login screen, created my password, and submitted it. It took the new password and told me to go to www.trusteid.com and log in. When I logged in I got another screen that said : Credit Lock Status : Status : Enrollment processing. Please allow up to 48 hours to process your enrollment, at which time you will have the ability to lock or unlock your Equifax credit file. 
On XXXX XXXX, having waited the 48 hours, I tried again to log in and got another error screen : Credit Lock Status : Status : An error has occurred. 
Please contact customer support. 
I tried the phone number for the customer support link, but it 's always busy, so wrote to XXXX. All I got was an immediate reply with Case # XXXX, but no help logging in. 

On XXXX/XXXX/XXXX, I called the customer support number again at exactly XXXX XXXX. Eastern time because one of the screens I had seen said that customer support opened at XXXX XXXX Central time. I got an automated answer telling me to call back during business hours. I immediately redialed the number and got a busy signal. I left the phone call open FOR TWO HOURS, waiting for my turn, which never came. THE CUSTOMER SUPORT PHONE LINE IS A SCAM. 

So, now, still on XXXX/XXXX/XXXX, I found another help address and re-sent my request for help to XXXX. All I go from that was an immediate reply with Case # XXXX, but never any help logging in. 

THE CUSTOMER SUPORT EMAIL SERVICE IS A SCAM. 

Bottom line : I have done everything I was told to do for the past 24 days, but I still can not log in to my account. 

I have made a PDF of my extensive contemporaneous notes of all the nonsense Ive gone through trying to get the TrustedID account and log into it. It is attached here.

Company response to consumer: Closed with explanation