Consumer complaint received 2025-06-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
I can not log in. This is a continuation of my complaint XXXX. Filed XX/XX/XXXX, they responded yesterday XX/XX/XXXX that problem resolved and XXXX closed it. IT IS NOT RESOLVED. 

I still can not access my online account. Have been unable since XXXX, XXXX. I have been paying Equifax XXXX XXXXmonth for about 20 years to monitor my account. I have had a login for that same amount of time. I have been unable to access my account this year. Repeated phone calls to their customer care department has been a waste of time. Their attitude is " I don't really care ''. They claim it has to be escalated every single time. I have received multiple computer generated emails that your login is resolved. ONLY IT IS NOT, NEVER IS. With this last reset on XX/XX/XXXX at least I did not get a " you must call customer care to resolve login ''.

Let 's take this a step further. I think their own login system is basiscally faulty. When I set mine up around XXXX and began the monthly payment ( yes 20 years ago ) the login name was not your email. I have used that login name for all these years. I tried to access again today, it said either login name or password was wrong. Not knowing which it might be I did a reset as instructed by their reply to my prior CFPB complaint. Interestingly, on that page indicating successful reset of password it indicated at the top in big bold letters that my login name is my email address.

Okay, I tried that. Didn't work. I tried my old login name used for 20 years, didn't work. Another interesting tidbit, in my last call to their customer service I was told there was no email address associated with my account. I told her she was wrong as I receive emails from them each month. I think she meant ( probably due to a lack of training as she was possibly the worst customer service
rep I have encountered in my entire life ) that my login was not my email address.

Regardless, I STILL CAN NOT login with either, I can not access my credit reports, I can not access my credit scores, direct contact is worthless and resolves nothing. I can not turn off my credit lock ( which given this fiasco I guess is a good thing ). I am paying XXXX XXXXXXXXmonth for additional services when I can't even obtain the basic services they are REQUIRED to provide for free.

I have used different web browsers. I have used different computer systems. CAN NOT ACCESS. I even tried the incognito browsing session ( which a customer service rep had me do to no avail in the past 120 days ). Didn't work either. At this point, since I don't get the dreaded " you have to call us '' in my attempts and just receive a " wrong login name or password '' I'm not trying again.

So, I'll say my prior complaint got a 25 % resolution. I can now try to attempt login, it doesn't immediately indicate I can not and must contact them, but the login still fails every single time with either my old login name or my email address. I successfully received the 6 digit code to reset my password and got a screen stating success!!. And yet, there is NO success.

I am beyond frustrated. I have no clue how one of the 3 major credit reporting agencies is allowed to continue with this absolute total disregard at customer service. I'll add that I have no problems at all with online access to the other XXXX credit reporting agencies. Equifax. I'll add that a XXXX search indicates that this is an ongoing issue with many many people. Which does not give me a feeling of comfort. I'm paying for a service that I can not obtain and that the company doesn't seem to be able to actually provide. Which is easy - MY LOGIN.

These computer generated replies from Equifax are just not working. Why can't I get a direct contact with whatever department is supposed to be resolving this issue so that it can actually be resolved?

I am not providing documents as I have provided the prior CFPB complaint # that was NOT resolved.

Company response to consumer: Closed with explanation