Equifax customer service not up to snuff

September 25, 2017 11:45 PM

Equifax is under fire for its poor customer service following the data breach.

Monday, I experienced that first hand. Many of you have contacted me because you didn't get an activation email after signing up for free credit monitoring. So I contacted the company's leaders. They didn't email me back. So I called customer service.

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I repeatedly got the following message. "We are experiencing especially high call volumes. You may continue holding or wait for the next available agent.”

Twice I held for almost ten minutes before the line was disconnected.

On our website we give step by step instructions on what to do following the Equifax data breach. One of our recommendations is to sign up for free credit monitoring. But many News10NBC viewers have complained that they’ve not received an activation email. The activation email should look like this.

It includes a link for you to activate your credit monitoring. But when I clicked on that link, I repeatedly got a message that indicates the site is down.

That was one of my questions for customer service agents. When I finally got someone to answer the phone, she told me the system was down and to call back in 30 minutes. I waited an hour and called back. Again, I was told to call back in half an hour. So I waited another hour and called back again. Another customer service agent told me the same thing. This time I asked to speak to a supervisor. She told me her name was Jen. When I asked, she gave me her agent number, JXC246. She admitted she had no idea when the system was going to be back up.

So why were agents telling customers to call back in half an hour? She said it was because they were hoping to have the problem fixed. Her only advice for consumers is to keep trying.

I have the same advice, but I also suggest that you be persistent. If you registered for credit monitoring and you've not gotten an activation email in more than a week, check your spam and junk folder. If it’s not there, consider registering again.

Most viewers tell me they got the activation email within 72 hours.

If you've gotten the email and can't activate, keep clicking on that link until Equifax finally fixes this problem. The deadline to enroll is November 20.


Deanna Dewberry

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