Consumer complaint received 2024-08-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: Fidelity National Information Services, Inc. (FNIS)
State: CA

Complaint narrative:
Years ago, I added a freeze on ChexSystems and they assigned a pin. Recently, they changed the temporary lift process from entering a pin to now requiring a portal account and entering the same pin. I created a portal account and lifted temporarily lifted my credit freeze for 3 days. Two days later, I learned I needed the lift for 5 days. 

I attempted to login again to the ChexSystems portal again. This requires a login, password, and 2FA via Mobile Device. I successfully logged in and was immediately prompted to " Confirm Your Details '' with two buttons at the bottom. Confirm and Edit Profile. My First Name, Last Name, Email, Mobile/Phone Number, Current Address Line 1, City, State, and Zip Code all appeared on the screen from ChexSystems. I selected Confirm and got : Unknown Error Your request could not be processed because of a technical issue. Please try again later or contact ChexSystems at XXXX. 

In XXXX on XXXX, I got the same error. I cleared the cache and got the same error. I went to XXXX and cleared the cache and got the same error. I went to XXXX and cleared the cache and got the same error. Then I called ChexSystems. After 2 minutes of navigating voice prompts, a customer service representative answered. I asked if they could try logging into their own portal and they said they did not have an account on ChexSystems. They asked me for my Social Security Number and I did not feel comfortable providing it over the phone. They advised there is NO path for assistance without sharing my Social Security Number over the phone. I offered my name, DOB, account email, and phone number. They only wanted my Social Security Number to be read aloud or NO assistance would be provided. I asked for a supervisor. About 5 minutes later, a supervisor answered. They explained, NO assistance was possible without a Social Security Number. I said I do not feel comfortable sharing my Social Security Number over the telephone and they said they could not assist in resolving this issue. I asked to escalate and they advised NO. I asked if any other information could be shared to get assistance with " Confirm Your Details '' repeatedly giving an " Unknown Error '' and they said NO. 

While on the phone, I pressed " Edit Profile '' and changed my phone number from Mobile to Phone then pressed Save. This worked. I got into my account. I disconnected from Customer Service thinking this issue was resolved. I cancelled the lift which was expiring today and created a new lift which expired in 3 days. Everything saved fine. 

A few hours later, ChexSystems sent me an email : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ChexSystems To : XXXX When I attempted to login, I received the same error message : " Unknown Error Your request could not be processed because of a technical issue. Please try again later or contact ChexSystems at XXXX. '' I tried again on 3 browsers and cleared the cache each time. This time I tried toggling from Mobile to Phone and it gave the same error. I added a middle name and it gave the same error. 

ChexSystems should not force users to provide Personal Identifying Information over the phone as the ONLY option to help users with a bug in their system.

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