Consumer complaint received 2022-09-21
Company: EQUIFAX, INC.
State: MI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Identity theft protection or other monitoring services
Sub-issue: Problem canceling credit monitoring or identify theft protection service

Complaint:
I was informed Monday XXXX XXXX that my job offer was revoked due to inconsistencies in my background check. This was in error due to Work Numbers data being incomplete and prone to error. The person who conducted my background check informed me that they used a service for employment verification called Work Number. This was the first time I was informed that my ( incorrect ) personal data was being used and distributed for financial gain The same day, I called Equifaxs Work Number call center to freeze my personal data distribution. In total, the process of initiating a freeze on my account took three days and 8+ hours of calls. 

On Monday XXXX XXXX, I was informed that a freeze had been applied to my account and I was verbally authenticated and no other authentication would be necessary. I was provided with multiple case numbers, and on XXXX XXXX received an email stating I needed to provide additional information ( proof of residence, proof of income, filling out a printout sheet, etc. ) to verify my identity. The same day I called back to question whether my case numbers were correct, and whether I needed to provide additional information. I was informed that they werent able to authenticate me, and I needed to fill out forms. I dont have access to a printer, so paying for printing and scanning services places an undue burden on myself. This was explained to the call center representatives supervisor. The supervisor stated that they would place a freeze on my account that day. He stated that the process was complete, and that a freeze would be applied to my account. I never received a case number or verification email. The next day, XXXX XXXX I called again to verify that a freeze was placed on my account. I was provided with an email address to check the status of my freeze, and told that no freeze had been applied to my account. I restarted the process and was informed they would now be initiating the freeze. 

It took 8+ hours of phone calls with 5+ service representatives and supervisors across three days to INITIATE the process. Each representative told me different timelines for the process. Each representative and supervisor did not apply a freeze request to my account as they had described. 

The difficulty placing a freeze is presumed to be for retention of their ( my personal ) data. Their business model revolves around being able to distribute personal data to third parties without the consent of the person whos data is being distributed. Making it arbitrarily difficult for a person to freeze the distribution of their personal data increases Work Number and Equifaxs business at expense of the person whos data is being distributed. This is a built-in system to disenfranchise people from freezing their account. The more persons who freeze their account, the less personal information Work Number and Equifax are able to supply, which costs them business. 

This unethical, moral and legal gray area disenfranchises persons for monetary gain. Additional regulation and enforcement is necessary to ensure the protection of persons and their data privacy. Arbitrarily difficult and disingenuous opt-out systems created by the company disenfranchise persons for monetary gain of the company.

Company response to consumer: Closed with explanation