Error 700 - Tech Support not very helpful... but they did close the ticket! :)

[bmagnant]

Need some help here please ...       When I try and get my wife's Scorewatch report I get the following error. I have been getting it for three days. I emailed tech support and they declared the problem solved... However, I still cannot order the report. You can see the error and the response below. Anyone got any ideas?

Thanks,

Brent

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

We apologize that we are unable to process your request due to technical difficulties. Please try again at a later time. 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.

If you are seeing this message for the second time, please click Contact Us and type "Error 700" in your Email. You can also reach us by telephone at 1-800-319-4433 Monday - Friday 6:00AM - 6:00PM or Saturday 7:00AM - 4:00PM PST. Let the customer service agent know that you are receiving Error 700 so he/she can investigate the problem.

Thank you
myFICO® Customer Care

And the response .... My favorite part is the last line where the technician declares the problem solved!

I manage a helpdesk BTW which is why I think the last line is the most fun. Problem is solved, but the cistomer is is the same place he was when he started!   

Hi *****,

Thank you for contacting myFICO Customer Care. The products you attempted to purchase have a 24 hour purchase lock on them. If multiple attempts are made while trying to purchase a product, a lock is placed on the product to ensure that the customer will not be charged for said attempts. After 24 hours the lock will fall off and you can try ordering from us again.

Error ID 700 means that a technical error occurred when you tried to pull your credit report/score. You may also wish to give www.myFICO.com 24 hours to resolve their technical difficulties.

In the mean time, please accept this promo code ******* You will save 10% off of any purchase you make at www.myFICO.com. The promo code does not expire and you may use it as many times as you'd like.

Regards,
myFICO Customer Support
www.myFICO.com
 
Question Reference #081211-000006
Product Level 1: FICO Credit Complete
Category Level 1: Technical Ordering Issues
Date Created: 12/11/2008 03:56 AM
Last Updated: 12/11/2008 03:25 PM
Status: Solved

[bmagnant]

Update -

I got another mail from tech support. They told me it was an Equifax problem and gave me the automated number to call. I did not manage to actually speak to anyone. Just for giggles I tried paying for an Equifax report (instead of using my free one) and I got this message instead of the Error 700. So who knows what is going on... My wife has been subscribed for a while and only recently got her last update and I am sure she is not dead (item #3) so I don't know what is going on.

Good news though .... the problem is still SOLVED!  

Thank you for your interest in Score Power®.

We regret we are unable to fulfill your Score Power order request because your credit report does not currently contain enough information to meet the minimum scoring criteria required to calculate a FICO® score. In order for a FICO® score to be calculated, a report must contain:

1. At least one account which has been open for six months or more.
2. At least one account that has been updated in the past six months.
3. No indication of deceased on the credit report.

The minimum criteria is designed to ensure that there is enough recent information in the report on which to base a FICO® score.

[haulingthescoreup]

Does she have an account which is at least six months old and that EQ knows about? (#1)

- AND -

Does she have any currently open accounts, at least one of which has reported to EQ within the last 6 months? (#2)

And of course, the "not dead" thing is always good!

[bmagnant]

Yes and yes. We have been both subscribed to Scorewatch for almost a year. Her last alert and score update was on 11/21/08. So it was working up until then.

I don't know why her report would be so hard to get. Why wouldn't I have gotten an error from Scorewatch? It seems like it should be checking the report once in a while to generate alerts. If I can't get the report, how can they? Were they just going to stop issuing alerts and new scores?

[haulingthescoreup]

OK, this is an oddball possibility for your wife's situation, but since she was getting scores and reports up until last month, and now she's not, her Equifax file might have "split." This can happen when there are a lot of accounts, both open and closed, and also when there are a lot of soft inquiries. The amount of data is too much for the designated file space (are you impressed at how I sound like I understand the technical aspects?), and once this happens, the file "splits," i.e., breaks into several subfiles. Some info winds up in one part and the rest in the other.

Typically, people discover this when their EQ score keeps swinging up and down by the same amount --741, then 669, then 741, then 669, up and down, because the data in the two portions is different and results in different scores. I suppose if only old, closed accounts, or only inquiries or something went in one portion, and that's what was hit when you tried to pull a score, you'd get that insufficient info message back.

If this is what happened, you'll need to get EQ to glue it back together. They're pretty good about it; it happens enough that they've had practice.

If it's not a split file, I'm stumped.

As for why you're not getting updates, we'll need to wait on Barry for that one, I'm afraid.

[Barry]

Hi bmagnant.... Our customer service folks are looking further into why your wife wasn't able to order her Equifax report and FICO score from myFICO. They will get back to her with the results shortly. Sorry for the difficulty!

[bmagnant]

Thanks Barry. I figured once you saw it, you'd take care of it... Or at least try to!

[Anonymous]

I'm going thru the same thing. Was this resolved?