Complaint Review: Equifax Information Services - Atlanta Georgia

We have been in the process of applying to refinance the mortgage on our residence since October, 2020. We were required to get our credit reports unfrozen. Within an hour on November 22, I was able to unfreeze Experian and Transunion, but when it came to Equifax, it was another matter.

I have no difficulty logging onto the Equifax site and over the ensuing three months - around 100 times – was greeted with this message.

So I called this number. The telephone is an automated attendant that does not provide a menu option for reaching a human attendant. It takes over five minutes to listen to the menus. The information given is garbage – useless and incorrect.

Because I have a phone that records a transcript of calls, I have a record of what I heard on this number.

Among the false information are email addresses that are returned as undeliverable: [email protected] or [email protected]. Here is one of the kind of returns:

“This message was created automatically by mail delivery software.

A message that you sent has not yet been delivered to one or more of its recipients after more than 48 hours on the queue on se22.mailspamprotection.com.

The message identifier is:     1kuLw9-000H0E-HG

The subject of the message is: Temporarily release credit reports

The date of the message is:    Tue, 29 Dec 2020 12:49:32 -0800

The address to which the message has not yet been delivered is:

[email protected]

No action is required on your part. Delivery attempts will continue for some time, and this warning may be repeated at intervals if the message remains undelivered. Eventually the mail delivery software will give up, and when that happens, the message will be returned to you.

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

[email protected]

    Unrouteable address “

I found this on the web:

“You can email us at [email protected]. Please include your Equifax Credit Report Reference Number and any existing case numbers you're aware of in your email. Investigation and resolution of your complaint may be delayed if this information is not included.”

The answer I received from this email was

Dear Paul,

Thanks for getting in touch. We’ve raised your query under case number 201231-1020071. Please quote this reference number in any future contact about your query.

If you’re a registered user of our Equifax Online Help service under this email address you’ll be able to see your case in the My Cases section. If you’re not a registered user you can create an account by going to www.equifax.co.uk/ask/. Equifax Online Help enables you to raise and keep track of any queries that you have with us.

If there's anything else that you need help with, we hope you'll find the answer on our FAQ page. If you have any additional queries please update this case or create a new case through your Equifax Online Help account.

Equifax remains open for business and we are here to provide support and deal with any queries you may have. However, due to Covid-19 (the Coronavirus) you may find yourself having to wait longer than normal to have your call answered.

Answers to most questions can be found in our FAQ's or you can raise a query via our Online Help service. If your call is urgent we are open between 9am – 5pm, Monday to Friday on 0800 014 2955, calls are free from UK landlines and UK mobiles.

If you’re a customer of any of our partners and have raised your query through them, you’ll need to get back in touch with them to raise further queries.

Kind regards,

Equifax Consumer Support

I filed complaints with the Better Business Bureau and the Consumer Fraud Protection Bureau.

G. Edward Livous replied on the Better Business Bureau site

RE: Paul & Sarah Edwards, Case #27789351

Dear G. Edward Livous:

Thank you for submitting Paul & Sarah Edwards's complaint on 1/8/2021 through the BBB Complaint Portal. In their complaint, they indicated that they are unable to unfreeze their credit files.

The identification information the consumer provided does not match our records. In order to properly assist them, we will need additional information in order to verify their identification and current address. Please provide a legible photocopy of a valid document that shows your name, current address and complete social security number. Listed below are examples of documents that may be provided as verification of their identification and current address: Current pay stub or W2 with complete U.S. social security number, valid social security card, Driver's license, rental/lease agreement/house deed, mortgage or bank statement, utility bill for gas, cable or residential telephone bill.

If they have any additional questions, they may call (888) 836-6351

Note: This acknowledges receipt of information I had both faxed and sent by certified mail.

Our identity information has not changed in over two years, when we moved to home four blocks from our former residence but kept our phone number. More importantly, we had gotten a credit freeze processed in November by Equifax. I have a post card acknowledgement of this.

Finally, I received a call on January 14 from someone identifying himself as being with Equifax.   The number he called from was 888-298-0045. He asked me if I had sent a certified letter, which I had, and I gave him the date. The caller gave me another phone number to call 857-210 3425. 

This number told me the information I provided does not match their records. I tried calling back the 888-298-0045 and was told this number dealt with CLASS ACTIONS. I got another number 833 759 8982 which turns out to be a Kia dealership. Another site I was given on the phone was [email protected]. This company is not owned by Equifax and there appears.

Another number I got was 888-829-8005. I spoke to a Linda Matt

Aquafax is a marine wholesale company, selling to the trade only.

 I again faxed the information Mr. Livous specified using this fax number 888-298-0045 sent on January 14. I had previously faxed information on December 22, 2020 to this number.

 I found the following on Google:

When you log in at myEquifax.com, there is a tile on the upper right of the dashboard that indicates your freeze status. If you don’t have an account, or simply would rather use the phone, call 800-349-9960 and follow the prompts to verify your identity. If your credit report is not frozen, you will only hear options for freezing it.

 There is no such tile in the upper right of the Equifax site.

 My request is simple: Unfreeze my wife and my credit reports.