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Reported difficulties getting help on Equifax's phone lines

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Re: Reported difficulties getting help on Equifax's phone lines

#111

Honestly, not sure why people are surprised by this. The company is incompetent and not consumer or customer focused by any means. Their entire operation is optimized to sell products and services to creditors, with no regard for actual consumers. They are a B2B company. They treat their employees poor, and their call center operations are outsourced to third party firms on a cost-basis whom are poorly trained and pu…

I'm not sure the BBB is the best example. You'll find a lot of folks online who don't hold them in very high regard.

While they might be a non-profit, that doesn't mean they aren't still looking for money.

In particular, it's well known that businesses who pay money to the BBB tend to receive a better overall rating score. And conversely, businesses who refuse to pay the BBB tend to have their scores go down.

See: https://en.wikipedia.org/wiki/Better_Business_Bureau#Critici...

Re: Reported difficulties getting help on Equifax's phone lines

#112
post #34
post #5

TL;DR: Equifax phone lines unhelpful for anything. Suggestion, from https://www.reddit.com/r/personalfinance/comments/6yv4gb/off... If you do nothing else, place an initial 90 day fraud alert on your file. This is free and will require lenders to contact you if someone (including yourself) tries to apply for credit. Government info. You only have to do this with one bureau in order for the alert to be placed on all t…

Just 90 days? I'd rather freeze my credit. I already bought a house and a car. I'm done with needing credit for the foreseeable future. Freezing all 4 accounts (including Innovis, which actually seems like the most competent of the bunch) is the ticket for me. https://www.experian.com/ncaconline/freeze https://www.freeze.equifax.com/Freeze/jsp/SFF_PersonalIDInfo... https://freeze.transunion.com/sf/securityFreeze/land…

There's also: https://www.chexsystems.com

Re: Reported difficulties getting help on Equifax's phone lines

#113

Earlier quoted context omitted.

So ... what happens if I list myself as Active Duty? They also have a 7 year extended plan. http://www.equifax.com/credit/fraud-alerts/& 3 Main Types of Alerts and Length of Effectiveness: Initial Fraud Alert: 90 days Active Duty Alert: 1 year Extended Fraud Alert: 7 years Extended Fraud Alert Request Form To place an extended fraud alert on your credit file please send to Equifax – via Fax or US Mail - a valid polic…

Extended alert seems to apply only in cases of mail theft. Completely different from a massive on-line data breach, of course.

I think I should submit the form and include a copy of the articles on the New York Times, Los Angeles Times, Washington Post, Bloomberg, Wall Street Journal, ...

Re: Reported difficulties getting help on Equifax's phone lines

#114
post #73
post #34

Earlier quoted context omitted.

Just 90 days? I'd rather freeze my credit. I already bought a house and a car. I'm done with needing credit for the foreseeable future. Freezing all 4 accounts (including Innovis, which actually seems like the most competent of the bunch) is the ticket for me. https://www.experian.com/ncaconline/freeze https://www.freeze.equifax.com/Freeze/jsp/SFF_PersonalIDInfo... https://freeze.transunion.com/sf/securityFreeze/land…

This is great advice and appears to be a good thing to do, but I just feel weird giving equifax money to protect me from fallout of their data breach. It feels like I'm rewarding them for losing my data. I bet millions of Americans, who are suddenly aware of their vulnerability to credit fraud and learning about these options, are paying for requests and freezes.

It didn't cost me anything to do a freeze with equifax; but I have heard of others paying. I am wondering if they only do it for free on those affected by the "hack"?

For the others, I had to pay - Transunion and Experian - $5.00 each; ChexSystems and Innovis were free also.

Re: Reported difficulties getting help on Equifax's phone lines

#115
post #73
post #34

Earlier quoted context omitted.

Just 90 days? I'd rather freeze my credit. I already bought a house and a car. I'm done with needing credit for the foreseeable future. Freezing all 4 accounts (including Innovis, which actually seems like the most competent of the bunch) is the ticket for me. https://www.experian.com/ncaconline/freeze https://www.freeze.equifax.com/Freeze/jsp/SFF_PersonalIDInfo... https://freeze.transunion.com/sf/securityFreeze/land…

This is great advice and appears to be a good thing to do, but I just feel weird giving equifax money to protect me from fallout of their data breach. It feels like I'm rewarding them for losing my data. I bet millions of Americans, who are suddenly aware of their vulnerability to credit fraud and learning about these options, are paying for requests and freezes.

I believe Equifax dropped the credit freeze charge due to the backlash [0]. The other reporting agencies may still charge however.

[0] https://www.nytimes.com/2017/09/12/your-money/equifax-fee-wa...

Re: Reported difficulties getting help on Equifax's phone lines

#116

This lines up with my experience with TransUnion. Called the day after the news broke, and successfully setup a fraud alert on my account using a automated phone system in 3 minutes and 44 seconds. So thrilled with this easy process, I call my Mom/Dad and instructed them to do the same. About a day later I call again to do the same process for my wife. Got almost to the end (after giving them her SS#), but then somet…

As soon as I heard about this hack (last friday?), the first thing I did was sign up for LifeLock and set up my accounts. LifeLock was being hammered at the time, but I got thru.

When I got home, I then put freezes thru "the big three", then after reading a couple of articles, on Sunday I put freezes in with Innovis and ChexSystems. I also ran my credit report using TransUnion (leaving me with two more runs from the other two during the year).

That's basically all you can do. You can also do this, I suppose:

https://www.zanderins.com/idtheft2

I've read anecdotes saying that it's legit and good insurance (but LifeLock already offers a similar thing on the level I signed up for).

I guess part of what I am saying is that the story broke, and there was a small rush, but I got in - then when Monday rolled around and the story grew legs - well, we're now seeing DDOS-like failures...

Re: Reported difficulties getting help on Equifax's phone lines

#117
post #96
post #5

TL;DR: Equifax phone lines unhelpful for anything. Suggestion, from https://www.reddit.com/r/personalfinance/comments/6yv4gb/off... If you do nothing else, place an initial 90 day fraud alert on your file. This is free and will require lenders to contact you if someone (including yourself) tries to apply for credit. Government info. You only have to do this with one bureau in order for the alert to be placed on all t…

Great! Got a "Our system is currently unavailable" for Equifax. Ridiculous.

I am not justifying this, but I suspect they are putting out fires and being hammered with loads of traffic.

I kinda feel sorry for the people in the trenches who had nothing to do with this. So much overtime and stress.

Anyhow, this doesn't excuse them, nor absolve them. I'm not sure if I'd have the moral fortitude to quit, where I just a peon there.

Re: Reported difficulties getting help on Equifax's phone lines

#118
post #104

I think if there was any justice in the USA, a court would declare that the Equifax breach was significant enough that the damage caused is greater than the value of the Equifax company, and the company itself would be taken from existing stockholders and shares distributed among the american public affected by the breach. The company could then continue trading with all proceeds going to the people harmed in the bre…

I'm not sure there's a legal mechanism to do that.

Re: Reported difficulties getting help on Equifax's phone lines

#119
post #28

> I could set up a 90-day fraud alert that would force creditors to call me — at a number of my choosing — before agreeing to open any new accounts in my name. This should be the default, for everyone, for free. If banks don't want to do the bare minimum to verify your identity, the liability for identity theft should be on them and not you.

I'm professionally involved with this, so at this point I'm obligated to say that the following is my personal opinion and in no way representative of my employer. Banks use a lot of information to correlate and verify customer identity. The process is called KYC, Know Your Customer [0]. The problem is that this process relies on exactly the information present in a database like Equifax's. If they did perform verifi…

I personally think a 3-factor system could work, but you'd never get the changeover to happen.

1. The government would have to invalidate all SSN numbers and re-issue them.

2. To re-issue, you have to go down to a govt office to pick up a smart-card like device (let's call it a "multi-pass" for s&g's) that would have built into it a keypad and a fingerprint scanner.

3. This person would validate you as you (perhaps you present your driver's license/id/passport/birth certificate), and issue you one of these cards and a reader device (for home).

4. The card device itself would have a unique value embedded in it, but otherwise be "blank". Perhaps the government might also have a copy of this value matched to your other info, for tax purposes (so, it would act like your SSN for tax purposes and such).

5. This value would come from a one-time programming, where in front of the official, you would scan your fingerprint, and enter your pin. The card would hash everything together, and burn the hashed value into the card's read-only memory.

6. So now - to verify your identity, you would need: The card (something you have), the pin (something you know), and your fingerprint (something you are). If one of these isn't present, you can't identify yourself.

7. To do a transaction, you'd need to slot the card in to your reader (if at home doing something online), or into a vendor's or bank's reader - then put in your pin and scan your fingerprint. It'll hash the values again, and compare with what is on the card, and output (the only output, mind you) "yes" or "no" for the question of "identification".

The downside to all of this is that if you lose your card, or your fingerprint changes, or you forget your pin (or some combo), getting a new card will be tough. But really all it should take would be another in-person visit to the same govt office - more or less.

I also admit that there are very likely other glaring flaws with this idea (beyond the fact that it won't ever be implemented because of the costs to switch over, and other issues). But I think it comes close to a potential solution.

As long as you have to be physically present and always use a reader of some sort, if you don't have any one of the pieces of info, you can't verify your identity:

1) You need the card, if you don't have that - no dice of course.

2) You need the fingerprint that was originally used - that's only going to belong to the person who originally picked and configured the card at the govt office.

3) You need the pin number - presumably only known by the proper owner of the card.

So if the card is stolen, that doesn't matter. If they chop off your hand or finger, that won't help. They'd basically have to beat the pin code out of your, chop off your finger, and steal the card. I'm not saying there aren't criminals who would do that, but they'd have to be in the minority. Plus, such criminals are not likely id thieves anyhow.

Re: Reported difficulties getting help on Equifax's phone lines

#120
post #119

Earlier quoted context omitted.

I'm professionally involved with this, so at this point I'm obligated to say that the following is my personal opinion and in no way representative of my employer. Banks use a lot of information to correlate and verify customer identity. The process is called KYC, Know Your Customer [0]. The problem is that this process relies on exactly the information present in a database like Equifax's. If they did perform verifi…

I personally think a 3-factor system could work, but you'd never get the changeover to happen. 1. The government would have to invalidate all SSN numbers and re-issue them. 2. To re-issue, you have to go down to a govt office to pick up a smart-card like device (let's call it a "multi-pass" for s&g's) that would have built into it a keypad and a fingerprint scanner. 3. This person would validate you as you (perhaps y…

I don't think it's as far as a stretch as you believe. The DOD already issues CAC cards which includes:

* A private cryptography key. (Something you have)

* Which is PIN protected. (Something you know)

* With a photo on the front. (Something you are)

Of course, photo identification can't be easily replicated remotely. So remote use maybe only gives you two of the three.

Upside is that there's already existent card readers, along with all the infrastructure required to manage the cards and keys.

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