Complaint Review: Equifax

Back in late 2017, my mother placed a security freeze on her credit profile which was very simple. She was then told that a confirmation letter with the pin would arrive in 7 to 10 business days. She waited for two months because it was the holiday season and thought it would arrive late but it never did. She called Equifax's customer service dept. and requested that they re-send the confirmation letter with the pin. That was a big mistake, she found out how they treat an elderly lady with health problems:

Equifax's Spanish call center:
- 1st rep said that she would resend the confirmation letter but instead she received her credit profile.
- 2nd rep became belligerent and threatened my mother but acted ignorant when I got on the phone. He said the confirmation letter would be sent, my mother received an address dispute letter but no confirmation letter.
- 3rd rep told my mother to call a different number, which was a lie.
- 4th rep said the confirmation letter would be sent out. Again, no confirmation letter arrived and the confirmation number for processing it was invalid.

I sent Equifax a POA so I could speak on my mother's behalf. I got the same runaround from Equifax's English call center:

Equifax's English call center:
- 5th rep said that they received the fax but they needed my information.
- 6th rep said that my information was missing. When I wanted to speak to a supervisor, he got angry and transferred me.
- 7th rep (The supervisor) didn't know what to say and was coming up with anything. First, she said that my information was missing and then both my mother's information and mine were missing. I faxed it again.
- 8th rep said they received the fax and he would process the confirmation letter again. Again, my mother didn't receive the confirmation letter. She received a letter that verified her name and address (she didn't request that). I also received a letter stating that my information was not legible. 

For those that don't know, both call centers are outsourced overseas (the English one is in the Philippines and Spanish one is in a Latin country which I don't know). Their behavior was very shady and hostile without fear of repercussions from their supervisor or upper management. It was very reminiscent of a scam call center.

If you've been treated in the same fashion, please file a complaint with the Consumer Financial Protection Bureau, FTC, and your state senators and representatives. Law enforcement agencies should seriously investigate this company’s outsource call centers and the executives behind this. There's something seriously wrong with this, especially when they have access to one’s personal information. Note that the IRS is planning on using Equifax to verify taxpayer’s accounts. Talk about a nightmare waiting to happen.