topic Re: Error message on purchasing ScorePower in myFICO® Product Feedback

Error message on purchasing ScorePower

Anonymous — Thu, 18 Aug 2011 20:22:52 GMT

I've had a ScoreWatch account at MyFico for over a year now and every couple of months I buy a scorepower report to see my full report. I was going to do that
today and when I clicked "Submit" to purchase it, got this response:

Our apologies, an error has occurred...

Thank you for visiting myFICO.com®.
We regret that we cannot provide you with your Score Power Report as Equifax was unable to find credit records matching the personal identification information you submitted. Please Note: Your account has not been charged. You may see a pre-authorization for the purchase on your account. These funds are held temporarily and won't be posted as an actual charge until your order is complete. If you don't complete this order, this pre-authorization will be removed by your bank after a few days.

Thank you,

myFICO® Customer Support

What the huh? My last Scorewatch alert was a couple of days ago. I know I'm the system.

Anyone know what this means?

Re: Error message on purchasing ScorePower

Barry — Fri, 19 Aug 2011 00:33:37 GMT

Hi inthematrix,

From what you've said, and from what we can see on our end of the order process, it seems like your order should have gone through. Might have been a hiccup in the system, in which case my suggestion is to try again and let us know if you get the same error. Good luck!

-Barry

Re: Error message on purchasing ScorePower

Anonymous — Fri, 19 Aug 2011 00:43:44 GMT

Thanks, Barry. I won't get charged a 2nd time will I?

Re: Error message on purchasing ScorePower

Anonymous — Fri, 19 Aug 2011 00:53:55 GMT

Oops, no go. I tried again and got the same error response:

Our apologies, an error has
occurred... Thank you for visiting myFICO.com®.

We regret that we cannot provide you
with your Score Power Report as Equifax was unable to find credit records
matching the personal identification information you submitted. Please Note:
Your account has not been charged. You may see a pre-authorization for the
purchase on your account. These funds are held temporarily and won't be posted
as an actual charge until your order is complete. If you don't complete this
order, this pre-authorization will be removed by your bank after a few
days.

Thank you,

myFICO® Customer Support

Re: Error message on purchasing ScorePower

Barry — Fri, 19 Aug 2011 17:06:12 GMT

Sorry you're continuing to have such trouble ordering your EQ report. At this point I can only suggest contacting EQ to see if there's a file size problem or other such issue. And don't worry, you haven't been charged. Let us know what you find out.

-Barry

Re: Error message on purchasing ScorePower

Anonymous — Fri, 19 Aug 2011 18:48:17 GMT

I just called EQ and the woman checked my report and said there were no issues with it. She said the problem must be on myFICO's side. She also said that EQ is no longer using FICO and I should sign up with them for scores? Are they trying to go the way of Experian?

Should I call someone at myFICO?

Re: Error message on purchasing ScorePower

Barry — Sat, 20 Aug 2011 16:05:04 GMT

@Anonymous wrote:

I just called EQ and the woman checked my report and said there were no issues with it. She said the problem must be on myFICO's side. She also said that EQ is no longer using FICO and I should sign up with them for scores? Are they trying to go the way of Experian?

Should I call someone at myFICO?

I guess I should have known a customer service rep probably wouldn't understand the process or have the information available to be of much help. Sorry! I've referred this to our tech folks to investigate, but I'll warn you these things can take a long time to resolve.

As for EQ no longer using FICO, that's simply not true, as evidenced by the billions of FICO scores they will have provided to lenders this year. If she meant they're no longer making FICO scores available to consumers, well, while FICO scores can indeed be hard to find on their website, I'm not aware of any such plans to go the way of EXP.

-Barry

Re: Error message on purchasing ScorePower

Anonymous — Sat, 20 Aug 2011 16:19:22 GMT

Long time as in a few days or a long time as in weeks?

What she said was that EQ was moving to Vantage scores? Something like that. Anyway, that's not my worry. I just want to be able to get my report from you guys!

Re: Error message on purchasing ScorePower

Barry — Sat, 20 Aug 2011 18:43:40 GMT

@Anonymous wrote:

Long time as in a few days or a long time as in weeks?

What she said was that EQ was moving to Vantage scores? Something like that. Anyway, that's not my worry. I just want to be able to get my report from you guys!

Unfortunately, it's probably going to be more like weeks than days with this kind of issue. I think I saw that you had received a Score Watch alert recently, which, if so, means EQ is finding your credit file somehow. I take it you haven't changed any of your identifying info -- name, address -- recently? Another thing we can test to try and see where the problem lies is to have you pull a TU report through myFICO (at no charge, of course) and see if we can at least narrow this down to EQ. Check your PMs for a promo code if you'd like to try this.

-Barry

Re: Error message on purchasing ScorePower

Anonymous — Sat, 20 Aug 2011 20:39:14 GMT

Thanks, Barry. The TU report worked just fine. I haven't made any changes to my address or anything lately (I've had the same address for the last 6 years) but I did remove a few old/incorrect addresses from EQ and TUa few weeks ago. Could that have anything to do with it?

Re: Error message on purchasing ScorePower

Barry — Sat, 20 Aug 2011 22:15:37 GMT

@Anonymous wrote:

Thanks, Barry. The TU report worked just fine. I haven't made any changes to my address or anything lately (I've had the same address for the last 6 years) but I did remove a few old/incorrect addresses from EQ and TUa few weeks ago. Could that have anything to do with it?

I doubt it, but at this point I wouldn't rule anything out. Looks like whatever problem you're having with myFICO and EQ communicating, you're not having it with myFICO/TU. Don't know what to tell you at this point, other than give it a little time before ordering EQ from here again. If you do try again later and again don't receive your report and score, you won't be charged. Thanks for your patience.

-Barry

Re: Error message on purchasing ScorePower

Anonymous — Mon, 22 Aug 2011 06:16:08 GMT

BTW, at this point I've had no Scorewatch updates since 8/13 so I'm not certain it's working either.

Re: Error message on purchasing ScorePower

Anonymous — Wed, 24 Aug 2011 18:09:32 GMT

Okay, make that pretty certain that Scorewatch isn't reporting for me. I've added a new account this month which has shown up on all 3 CRAs but no Scorewatch since 8/13.

Re: Error message on purchasing ScorePower

Anonymous — Wed, 09 Nov 2011 01:27:13 GMT

Can't buy this product, keep getting error 401. Cs no help at all, it's been 6 hours tried dozens of times. What is the story????

Re: Error message on purchasing ScorePower

Barry — Wed, 09 Nov 2011 01:29:28 GMT

@Anonymous wrote:
Can't buy this product, keep getting error 401. Cs no help at all, it's been 6 hours tried dozens of times. What is the story????

What did customer service say the reason for the error was?

-Barry

Re: Error message on purchasing ScorePower

Anonymous — Wed, 09 Nov 2011 01:49:06 GMT

They said Try again later. No explanation, must be equifax's fault.

Re: Error message on purchasing ScorePower

Anonymous — Wed, 09 Nov 2011 02:00:02 GMT

Maybe they don't want anyone to use the free trial? I haven't tried the paid version, I need this now!! Am very frustrated!

Re: Error message on purchasing ScorePower

Barry — Wed, 09 Nov 2011 02:14:21 GMT

Let me see what I can find out. In the meantime, don't bother trying to order either the paid or free trial version again today. Sorry you're having this trouble, but stay tuned....

-Barry