Equifax (Canada) Customer Service

When you call the customer service phone number for Equifax (Canada) with a customer problem, you're first greeted by an automated message system. The recording instructs those who are calling about recent changes to their Equifax online account to visit their website, www.equifax.ca. It mentions that their website additionally has a section for frequently asked questions and directs callers on where to find the FAQ on the site. For instant online access to your file, the system again directs you to their website.

An option to receive service in French is presented, which is far more detailed than any other alternative language option I've heard on an automated message system. Most systems instruct callers to press a number on the keypad for the alternative language option. Equifax (Canada)'s system, however, states the entire message that was initially provided in English in French as well. This is great in terms of accessibility.

You can bypass this French language part of the recording by pressing one. In fact, this opening main menu only offers the number one to say or press in order to continue navigating the system. I had the impression the company greatly prefers customers to seek assistance via their website rather than over the phone.

If you don't select the French language option or press one for service in English, the automated message will repeat three times and then take you to the "real" main menu, for lack of a better word.

If your identification information has been lost or stolen, press one; if you have been the victim of fraud, press two; if you would like a copy of your own personal credit file or score, if available, press three; if you've recently had a change of address or need to update or verify your credit address, press four; if you have been denied credit, press five; to obtain Equifax (Canada)'s mailing address, press six; and for any other questions, press eight.

This second part of the automated message system will repeat for three cycles if none of the presented options is selected, and then automatically connect you to an agent. This is great because many other companies' message systems will simply disconnect the call. User accessibility is increased by automatically connecting to an agent at this point.

However, it's worth noting there is no immediate option to speak with a representative. I understand the need to siphon callers' concerns to the relevant departments, although for those who struggle to navigate automated message systems—such as the elderly population or individuals with certain disorders and/or disabilities—an immediate option to connect to a human being would be very helpful.

Once connected to a representative, they were able to answer my questions quickly and efficiently. There was no wait time either; I simply waited a few moments and was connected.

Overall, this is a solid customer service line. The representatives are great, assuming they're similarly helpful and amiable as the individual I spoke to, and the message options for relevant concerns are practical.