Consumer complaint received 2024-10-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: EQUIFAX, INC.
State: NY

Complaint narrative:
Since XXXX, I have had several cases of identity theft, including my information being compromised by data leaks. Starting in XXXX, I activated security freezes with all 3 credit bureaus. Unfortunately, my information was compromised again by Equifax 's data breach several years ago. This could not come at a worse time. 

I am currently applying for a mortgage, so I need to temporarily lift my credit freeze, get copies of my credit reports, and confirm that my account statuses are reported correctly. I also have to make sure that Equifax 's data breach didn't lead to fraudulent accounts being created with my data. I have no issue getting my information from XXXX and XXXX. Yet it is impossible to get my information from Equifax. 

Equifax has an automated system for callers who want to modify their security freezes. Callers must first answer identity verification questions before being transferred to a live person. The system asks callers several questions, each of which has 5 options. You can either speak or enter your response by touching the keypad. The automated system doesn't work because it doesn't register callers ' responses. I reported this issue each time I called Equifax in the past month. So far, Equifax hasn't done anything to fix it. 

After being transferred to a live person, callers then have to complete an online verification form and upload pictures of their photo ID. I've taken clear high contrast pictures, yet Equifax 's system doesn't recognize my photo. To verify my identity, I have to answer additional verification questions. I have already gone through this process several times so I can temporarily lift my credit freeze and set up an online login. I was also offered a hard copy of my Equifax credit report. 

As of XX/XX/XXXX, it's been two weeks since I last called Equifax. I still haven't received the hard copy of my Equifax credit report. And I still haven't been able to set up an online account with Equifax. I have been emailed several different links to set up my online account, yet none of the links work. Supposedly, a ticket was filed with Equifax 's technical support to help me create an online account. I received a welcome email, but no temporary password was included. So I still can't access my credit report online. 

I called Equifax again on XX/XX/XXXX to try and resolve this issue. The representative, XXXX, could not help me and refused to transfer me to another representative who might have had an alternate solution. 

It is incredibly frustrating that Equifax poorly protected my private financial information without facing serious consequences. Affected consumers like myself have such difficulty navigating Equifax 's faulty verification system so we can assess the damage done by the data breach. Can CFPB please intervene and help me get a copy of my Equifax credit report and set up an online account with Equifax?

Company response to consumer: Closed with explanation