Consumer complaint received 2025-01-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
Subject : Formal Complaint Regarding Security Freeze Request Dear Equifax Customer Service Team, I am writing to formally express my concerns regarding the handling of my recent request for a security freeze on my credit report. This matter has caused undue frustration and inconvenience, and I expect immediate resolution without further delays. 
Equifax has faced criticism and legal challenges regarding its handling of security freeze requests, especially following the XXXX data breach that exposed sensitive information of approximately XXXX XXXX people. In the aftermath, many consumers reported difficulties when attempting to place security freezes on their credit reports. Issues included delays, denials, and technical problems, even when proper identification such as driver 's licenses and utility bills were provided. For instance, consumers expressed frustration over Equifax 's website malfunctioning during freeze requests, leading to unsuccessful attempts to secure their credit information. Additionally, numerous complaints have been filed with the XXXX XXXX XXXX XXXX XXXX  ) against Equifax, highlighting challenges in placing or managing security freezes. These complaints often detail experiences of consumers who, despite submitting the required identification, encountered obstacles in securing their credit reports. 
Key Elements of the Complaint : XXXX. Issue Description : o The consumer attempted to place or manage a security freeze with Equifax. 
o Despite providing necessary documentation ( e.g., driver 's license, utility bills ), Equifax allegedly denied or delayed the freeze. 
XXXX. Nature of the Problem : o Possible procedural inefficiencies within Equifax 's system. 
o The consumer described frustration with the inability to complete the process efficiently, indicating potential issues with Equifaxs customer service or processing systems.

XXXX Consumer 's Experience : o The consumer specifically noted submitting valid identification but still faced challenges in securing their credit. 
o They expressed dissatisfaction with Equifax 's responsiveness and resolution. 
XXXX. Companys Interim Response : o Equifax acknowledged the complaint and provided an interim response, though details about a final resolution or action were not included. 
Possible Patterns or Trends : This case is consistent with complaints filed against Equifax in the past, where customers reported difficulties in placing security freezes despite compliance with documentation requirements. 
It underscores ongoing concerns about Equifaxs handling of such requests. 
The Texas Attorney General has taken legal action against Equifax concerning the XXXX data breach that compromised the personal information of approximately XXXX XXXX Texans. In XX/XX/XXXX, Attorney General XXXX XXXX filed a lawsuit against Equifax, alleging violations of the Texas Deceptive Trade Practices Act and the Texas Identity Theft Enforcement and Protection Act. The lawsuit contended that Equifax failed to implement reasonable security measures to protect consumers ' sensitive personal information, leading to the data breach. In response, Equifax reached a settlement agreement, agreeing to pay {$170.00} XXXX to XXXX U.S. states and territories, with Texas receiving {$10.00} XXXX for penalties, fees, and costs. Additionally, Equifax committed to paying between {$300.00} XXXX and {$420.00} XXXX into a consumer restitution fund to benefit affected individuals. While the primary focus of the lawsuit was on Equifax 's inadequate data security practices leading to the breach, the settlement also addressed consumer restitution, which may encompass issues related to security freezes and other protective measures consumers sought following the breach. However, specific allegations or legal actions solely concerning Equifax 's handling of security freeze requests were not the central focus of this lawsuit. 
On XX/XX/XXXX, I received a letter from Equifax denying my request for a security freeze. Prior to this, I had notified Equifax via U.S. mail and included copies of all required identification, including my government-issued identification and a utility bill. Despite providing this documentation, my request was denied. 
To address any potential concerns Equifax might have regarding verification, I have since included additional documents, specifically : XXXX. A copy of my bank statement. 
XXXX. A copy of my Social Security card. 
These materials were provided to ensure that Equifax has all the information required to validate my identity and process my request correctly. 
As of XX/XX/XXXX, at XXXX XXXX, my Equifax credit report indicates that my security freeze is in place. While I appreciate that this has finally been addressed, the delays and the initial denial of my request were unacceptable and indicative of procedural inefficiencies that should not occur in a company with Equifaxs stature and history. Having been in business since XXXX and employing approximately XXXX individuals worldwide, Equifax should operate with precision and professionalism befitting its XXXX  years of existence. 
Equifaxs actions have demonstrated a lack of accountability and have caused unnecessary stress to a consumer simply seeking to protect their personal information. I demand assurance that Equifax has taken steps to prevent such delays and mishandling in the future. Furthermore, I want explicit confirmation that my request was properly handled and not mismanaged in any way. Additionally, I request a formal written explanation of why my initial request was denied despite the submission of valid identification, as well as confirmation that my security freeze is now securely in place. 
I trust that Equifax will take this matter seriously and respond promptly. If this matter is not resolved to my satisfaction, I will file complaints with the Federal Trade Commission ( FTC ), Consumer Financial Protection Bureau ( CFPB ), and the State of Texas Attorney General 's Office for enforcement. Additionally, I will consult with my attorney to seek legal remedies regarding the negligent actions that Equifax has demonstrated with my credit profile. I expect a written response to this letter within XXXX business days. 
Thank you for your immediate attention to this matter. I look forward to your prompt resolution. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation