Consumer complaint received 2024-10-15 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: EQUIFAX, INC.
State: MN

Complaint narrative:
On XXXX XXXX, XXXX, I attempted to place a freeze on my XXXX XXXX XXXX report, which is managed by Equifax, via their online system. I provided all my personal information requested by Equifax, including my name, date of birth, address, Social Security number and more. I was successfully able to create a log-in username and password, which then gave me access to XXXX XXXX XXXX XXXX dashboard of tasks including the ability to view my report online at that time. When I clicked on the option to view my report, I received an error message that stated something to the effect of : " We're sorry! This doesn't happen often, but we need additional information to allow you access to view your report, '' at which point it told me to download a form -- a form that asked me for the exact same information I provided to gain access to XXXX XXXX XXXX  site and dashboard, along with sending in documents to provide my identity and address -- a driver license, passport, lease, utility bill, etc. I was frustrated and confused at this point, because Equifax was asking me to handwrite a form and send in copies of documents with sensitive data on them, which would contain precisely the same information I already supplied to gain access to my XXXX XXXX XXXX site in the first place. I then called the customer service number to place a freeze on my report by phone, because Equifax says you can place a freeze by calling their XXXX XXXX XXXX at ( XXXX ) XXXX. I called the XXXX XXXX XXXX, only to be told that they can't actually place the freeze over the phone -- I had to go back to XXXX and follow the online prompts to send an online message to request to open up a dispute case to place a freeze on my report. To say that we can place a freeze on our report data is deceptive and unfair, because their XXXX XXXX representatives can not do that ; consumers are required to use their online system. So, once again, I had to fill out Equifax 's online contact form with my personal data, explain that I wanted a freeze placed on my report, at which point I sent off the online contact form, only to receive a reply that Equifax would follow up with a secured email, with no specified timeframe for the follow up, with more information on how to complete placing the freeze on my report. Approximately 24 hours later, I received their secured email, which made me click on a link to take me to the secured email and enter my previously created username/password, and then I had to click yet another link to be sent a verification email by yet another company called XXXX, XXXX sent me an email that advised me to click on yet another link to verify that I have proper access to view the secured email sent to me by Equifax. At this point, in order to open up one secured message from Equifax, I had to go through Equifax, click a link to verify my identity, enter my username/password, wait for another email from XXXX, click on their link to verify I'm who I say I am and entitled to view Equifax 's secured message to me, and then finally I can view the message. Once I viewed the message from Equifax, I was advised to use their secured/encrypted messaging platform to upload identification documents to prove my identity and current address -- On XXXX XXXX, I uploaded my Social Security card, Minnesota driver 's license, a recent electricity bill and my signed lease agreement. In the body of my message to Equifax, I specifically stated I want an immediate freeze placed on my XXXX XXXX  report, because I am in the process of closing on my mortgage and I don't want any new inquiries or fraud on my credit and consumer reports. Since XXXX XXXX, I have received nothing but carbon copies of the emails I've sent Equifax, where I've asked them for a status update on my freeze request on XXXX XXXX. Each email I send them requires me to twice click on links to verify and immediately re-verify my identity through Equifax 's third-party messaging service through XXXX. On XXXX XXXX, I called the same XXXX XXXX XXXX number as before to speak to a live person to ask for a status update on my freeze report request. The representative told me they can not confirm or deny any freeze requests over the phone -- it would all need to be done by email to : XXXX. So, I emailed that email address, only to receive an automated reply telling me I need to submit all my identity and address verification documents again. This email provided absolutely no update or any personalized response to my request for a status update on my freeze request -- all the while I'm trying to freeze my consumer data so I can smoothly complete the home-buying process. I assert that Equifax is knowingly and intentionally engaging in unfair, abusive and deceptive practices by misstating that disputes can be done over the phone when they can not ; the amount of steps, tasks and data that need to be taken and given to place a freeze on my own data are intentionally and deliberately burdensome, cumbersome, daunting and confusing to the average consumer, thus intentionally dissuading consumers from disputing and/or freezing our own data that Equifax itself manages ; and it's abusive and unfair to not offer the report online, fraudulently claiming that " this doesn't happen often ...., '' forcing me to handwrite their data freeze form and send in documentation, again intentionally dissuading and forcing the average consumer to abandon their right to view, inspect, dispute and freeze consumer data, because Equifax knowingly makes the process of doing so nearly impossible to navigate and complete, leading to unnecessary, lengthy delays in responding to data freeze requests such as mine.

Company response to consumer: Closed with explanation