Equifax REALLY need to fix the issue with MyEquifax website!

[striders]

Before the huge Equifax breach, I can unfreeze my credit by calling Equifax automated line and enter my PIN. Now, they require the use of MyEquifax website.

This is what happened:

1. I created an account at MyEquifax website with my email address and unique password

2. Equifax requires a PIN for verification, so they mailed it to my physical address.

3. I received the PIN via mail and entered in Equifax website

4. Equifax website stated the PIN is valid and now I have an account. I also received a welcome email from Equifax

5. Tried to login to MyEquifax website and it said the credential is wrong. This is the same email and password from no. 1

6. Tried to reset my password and entered my information (name, SSN, address, etc.) and Equifax said I do NOT have an account in MyEquifax (?!!!)

7. Called Equifax Customer Support and had to go through the security questions based on my credit report. Answered all truthfully (I have credit reports from all CRA for the past 10 years that I can refer to), but Equifax claimed they cannot verify me.

I sent a letter to Equifax asking for help and included the documents required to prove my identify (SSN, utility bill, etc.) but Equifax never responded. No mail, no phone call, no email.

So now I cannot unfreeze my credit, cannot access MyEquifax and cannot get my credit report. I cannot talk to Equifax Customer Support because they cannot verify me (see above).

I am basically locked by Equifax and they will not response. 

Anything else I can do? Any government agency I can file a complaint with?

[Iusedtolurk]

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@striders wrote:

Before the huge Equifax breach, I can unfreeze my credit by calling Equifax automated line and enter my PIN. Now, they require the use of MyEquifax website.

This is what happened:

1. I created an account at MyEquifax website with my email address and unique password

2. Equifax requires a PIN for verification, so they mailed it to my physical address.

3. I received the PIN via mail and entered in Equifax website

4. Equifax website stated the PIN is valid and now I have an account. I also received a welcome email from Equifax

5. Tried to login to MyEquifax website and it said the credential is wrong. This is the same email and password from no. 1

6. Tried to reset my password and entered my information (name, SSN, address, etc.) and Equifax said I do NOT have an account in MyEquifax (?!!!)

7. Called Equifax Customer Support and had to go through the security questions based on my credit report. Answered all truthfully (I have credit reports from all CRA for the past 10 years that I can refer to), but Equifax claimed they cannot verify me.

I sent a letter to Equifax asking for help and included the documents required to prove my identify (SSN, utility bill, etc.) but Equifax never responded. No mail, no phone call, no email.

So now I cannot unfreeze my credit, cannot access MyEquifax and cannot get my credit report. I cannot talk to Equifax Customer Support because they cannot verify me (see above).

I am basically locked by Equifax and they will not response. 

Anything else I can do? Any government agency I can file a complaint with?

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I'm sure some of the experts will eventually jump in with the specific agencies you could contact for assisstance but right now if one of your issues is viewing your Equifax account you could go to annualcreditreport.com. They are giving weekly access to all 3 credit bureaus until next year.

[striders]

Yeah, I just went to annualcreditreport.com but then for Equifax, it said I cannot get it from there and have to send the request via mail (?!). So I am going to do so.

The other problem: my credit is frozen and I cannot unfreeze it via MyEquifax or the phone since the PIN no longer works. So looks like I have to send it via mail, which going to take sometime. E.g. if I apply for a car loan or credit card today, I have to wait until Equifax received my letter and received confirmation from them that it has been unfrozen.

With Experian and Transunion, I can do this quickly either via phone (using PIN) or online.

[Anonymous]

I had a similar issue. I called Equifax once per day until someone was finally able to get the account corrected. It took a while.

[striders]

@Anonymous thanks for the suggestions!

I did try to call to connect with their Customer Service agent, but during the verification process, Equifax kept telling me that I "cannot be verified". I am certain I have provided the right information during the verification because for each question, I checked my past credit reports (I have Equifax reports for the last 10 years) and provided the correct answer. This happened 3 times so far. I will try again.

UPDATE: The letter I sent to Equifax (along with proof of my identity) was sent via Priority Mail and it show that Equifax has received and signed the letter since last week. As of today, I still has not received any response from Equifax and I still have the same issue. So I have filed a complaint with CFPB to help speed up things.

[striders]

UPDATE:

1. I called Equifax Customer Care and they said the "account" was locked. They "unlocked" it and told me to try again in 15 minutes. After 30 minutes (waited longer just in case), I got the "too many attempts, acconut locked". (?!) This is the FIRST try after Equifax "unlocked" it. I have not tried to access the site multiplte times. The Customer Care is closed today, so I will have to try again tomorrow.

2. Equifax still has not responded to my request to help fix this issue (sent via USPS Priority Mail with Adult Signature)

3. I filed a complaint with CFPB and they have forwarded the request to Equifax. But CFPB website stated that the company (Equifax) may decide NOT TO RESPONSE.

So looks like with Equifax, they can ignore you and you don't have access to their website to do anything with your credit. If you want a credit report, freeze/unfreeze, file a dispute, you have to do it with snail mail. For each instance, you have to send a copy of your SSN, driver license, etc. But, given the above, Equifax can still ignore you.

It pissed me off that Equifax can have so much data about you and indirectly affect your finances and they are not willing to help.

BTW, no issue with my Experian and Transunion account.

[UncleB]

I'm also unable to use the Equifax site/"myequifax."  Adding to the annoyance is their bummer of a phone tree - I finally gave up on choosing the actual reason for my call and just went with 'other'.

When I did finally reach a rep she was quite helpful, and after getting the actual reason for my call out of the way (asking about a fraud alert) I asked about my online access, and she was able to unlock my account.  It didn't matter, though... my password doesn't work and just as previously mentioned their online reset tool is broken.  I only tried twice to keep from locking my account again.

I do have some additional info, though... the rep told me that if my password still worked I would be fine, but at this time password resets aren't possible even with a telephone rep's assistance.  She said this is a known issue impacting many people and is being worked on.

Since this issue has been going on for so long I have no idea how actively it's being worked, but at least once you get to a live human the service is good.

Also, for what it's worth I'm also unable to get my free "annual" credit report online from Equifax... I have no idea if that's related to the online login problem or if it's a separate issue altogether. 

[designated_knitter]

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@striders wrote:

Yeah, I just went to annualcreditreport.com but then for Equifax, it said I cannot get it from there and have to send the request via mail (?!). So I am going to do so.

The other problem: my credit is frozen and I cannot unfreeze it via MyEquifax or the phone since the PIN no longer works. So looks like I have to send it via mail, which going to take sometime. E.g. if I apply for a car loan or credit card today, I have to wait until Equifax received my letter and received confirmation from them that it has been unfrozen.

With Experian and Transunion, I can do this quickly either via phone (using PIN) or online.

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Yeah, half the time I also fail the annualcreditreport.com verification for no known reason.  However, I can log into myEquifax just fine so who knows!  They have probably WAAAY over-reacted to verification after the breach so now it is so secure that regular users can't even get in (but knowing them, there's probably a wide-open back door much like the EX API issue that was identified recently!)

[Anonymous]

I know it has been a year since this post. Right now I find myself in the same situation. Since they updated their platform last March, I have not been able to access my account with my username and password. I have been trying to solve the problem since without any luck, It is frustrating because I am providing a very sensitive information in order to access my acount and cancel the product, but the result is always the same they can't verify me. They have even asked me to send them a photo of my license, which I did and nothing. It is always a dead end and every month I get charged for a product that I cannot use and I cannot cancel due to their inefficiency in helping or have a more frendly solution for this type of issued ... So, I would like to know if you could fixed
your situation and if so, what you did? I'm desperate and I don't know who to call for help.

Thank you

[striders]

@Anonymous 

I send my proof of identity (driver license, utility bill, etc.) and complaint. I also call every day and spoke with different agents.

What fixed it: I got lucky and spoke with an agent that KNEW the problem. He was able to unlock my account and waited on the call until I was able to login.