Consumer complaint received 2024-08-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Fidelity National Information Services, Inc. (FNIS)
State: CA

Complaint narrative:
ChexSystems recently started requiring a portal account to Manage Freezes. 

On XXXX, I created a portal account and immediately initiated a freeze. 

On XXXX, I wanted to extend the freeze. After entering a login / password / XXXX, the " Confirm Your Details '' appeared on the screen. My information was listed correctly. When I press " Confirm '' I get : " Unknown Error Your request could not be processed because of a technical issue. Please try again later or contact ChexSystems at XXXX. '' I tried on 3 web browsers, clearing the cache on each one. I tried on my mobile device, also with a cleared cache. I am not using a bookmark. Authentication is successful and I am being sent an email with the subject line " Successful Login Notification. '' THIS IS NOT AN AUTHENTICATION ISSUE. Eventually, I called Portal Support XXXX. The agent asked for my Social Security Number and I refused. While on the phone with them for more than 40 minutes trying various troubleshooting options, I toggled my phone number from Phone to Mobile and the change was accepted. I thought the issue was resolved and changed my freeze to go for another few days and disconnected with Portal Support. After making this change and disconnecting from Portal Support, I tried logging out and back in again. The same Unknown Error message appeared. This time, I could not toggle Mobile to Phone or make any other changes without getting the same error. I can not get through this screen and no other functionality is allowed. 

I filed a complaint with the Consumer Financial Protection Bureau and waited for a response. ChexSystems advised I must provide my Social Security Number to the agent for assistance and they provided the phone number to Portal Support. 

On XXXX I called Portal Support XXXX, provided my Social Security Number and after an hour of troubleshooting with XXXX, they were unable to fix the issue. They escalated to " Administration Department of Portal Desk '' and their Supervisor then advised I should try again in 1 business day. I tried the next day and got the same error. The escalation is under my ChexSystems Consumer ID # XXXX On XXXX I called Portal Support XXXX again and provided Luies with my Social Security Number. We spent another 30 minutes trying to troubleshoot instead of reading the escalation report from yesterday. I asked for a Supervisor. The Supervisor XXXX confirmed the original ticket was closed as completed. However, I still have the same issue. The Supervisor is required to submit a new ticket ( instead of opening a new one ) and ChexSystems isn't open on the weekend. XXXX advised they would call me on Monday. We spent more than XXXX hour on the phone. 

On XXXX at XXXX Pacific Time, I received a call from XXXX. There was a XXXX second voicemail with sounds at all. Thinking this might be XXXX advising the issue is resolved, I tried ChexSystems again. The same error appeared after login. I can not get through this screen and no other functionality is allowed. 

I called Portal Support XXXX and spoke with XXXX. They put me on hold 3 times to check for XXXX. Eventually, they came back and said XXXX was on the other line and they took a message for XXXX. They advised XXXX would call back on the same day. 

I have done everything possible on my end for ChexSystems to fix the bug with their portal and nothing seems to work correctly. Support has submitted two escalation bugs and will not provide an option where I can test it live, nor will they allow me to share screenshots of the issue. 

This issue is preventing me from accessing, managing, updating, and unfreezing, my ChexSystems credit report. I am not comfortable sending my information to ChexSystems through the mail and nor should I be isolated from all other customer functionality due to a bug with the ChexSystems portal. Rather than respond to this complaint with a summary of my activity since XXXX  ( which is what ChexSystems does on most of these complaints ), please have a Senior Manager of Portal Support reach out to me at XXXX so this issue can be quickly resolved. I have already wasted huge amounts of time trying to get the ChexSystems portal to work as intended.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation