Biggest Customer Gripe: Customer Support (read reviews)
Equifax was founded in 1899. They are one of the three major credit bureaus in the United States and are based out of Atlanta, Georgia. Equifax, like the other credit bureaus have created consumer subscription services which are designed to monitor and protect their users’ identities.
|Rank Chart||Monthly Price||Identity Protection||Our Score|
|$8.99 - $26.99||
|$12.95 - $19.95||
Equifax’s identity protection product is called the Equifax Complete and includes credit monitoring and alerts from all three major credit bureaus. Subscribers may also see their credit reports and scores from each of the three bureaus. (The scores provided by Equifax Complete are for educational purposes only and are not the same scores which lenders use to measure creditworthiness.)
Equifax Complete includes monitoring user’s Social Security Numbers with alerts. These alerts are sent in the event that the subscriber’s information is detected on sites which are suspected of selling personal information. Members’ credit card numbers are also monitored with Equifax Complete.
If a member’s identity has been compromised, Equifax Complete offers their members assistance with placing fraud alerts and credit freezes. They also offer assistance with a recovery specialist who guides members through the steps required to restore their identity.
Equifax does not offer much to their customers by way of recovery and restoration, beyond their own files. Customers have reported that their recovery is little more than a do-it-yourself kit with a checklist of “to-dos” for their customers to follow.
The quality of Equifax’s customer service is a common complaint among customers. Finding phone numbers is frustrating and the hold times are excessive. Many times, customers complain of the representative with whom they are finally able to speak not fully answering their questions or concerns and the follow-through being poor by the company.
There is a lack of transparency with the company, in that it is so difficult to speak to a live agent. The website only lists bare minimum information about the features available and little about the insurance coverage and its scope or limitations and exclusions.
Equifax Complete is the only identity protection product which is offered by Equifax. The package includes credit monitoring, reports, scores and alerts for all three major credit bureaus, Social Security Number monitoring and alerts and assistance by a recovery specialist as the primary features. This plan is $19.95/month.
“1. Proof of Evidence
We reserve the right to request that You provide corroborating evidence with respect to any incident of Identity Theft of which We (Equifax) are notified.
Why it’s important:
The evidence that Equifax asks their identity theft victims to provide includes: law enforcement reports, Federal Trade Commission’s affidavit, government agency reports and any other related evidence. If the consumer fails to provide any of the needed evidence, Equifax has reserved the right not to provide their customer with their product’s benefits or features that is normally included in the product ordered.
“2. Identity Theft Insurance
Equifax’s $1 million identity theft insurance is provided by Chartis that has a $0 deductible. Insurance expenses that are covered include:
- Lost wages in the need of taking off work to restore identity (up to $1,000 per week for a maximum of four weeks)
- Attorney fees
- Application fees for re-filing loans
- Mailing and notary costs
- Long-distance phone calls
- Lost monies exclusive of interest and fees
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