Equifax (Canada) Fraud Detection

When you call the Fraud Detection phone number for Equifax (Canada) with a customer problem, you're greeted by an automated message system. After stating an English message will follow, a French language message plays first. Both the French and English opening messages direct callers to the company's website for more information, and detail how to access the company's frequently asked questions (FAQ) page.

The system then directs callers to press one for English or two for French, with the latter option presented in French. If you don't make a selection, the automated message will repeat for two cycles. I pressed one before the recording finished, but the selection didn't register. So, I waited until it finished and pressed one again; it still didn't register. The system said it didn't understand.

I hung up, called back, and this time didn't make a selection. I was admittedly calling at an odd time of day, outside of business hours, so perhaps not unexpectedly after the second cycle repetition, I was presented with the company's business hours in EST and PST. I was once more then directed to the website, and then the call was terminated automatically.

I waited until business hours and called a third time. Pressing one for English still didn't register. As it was during business hours, I didn't receive that message again; instead, I was told to stay on the line while a representative comes to the phone. There was a short wait time, but I was finally able to speak to a human being.

The representative was well-meaning but essentially just told me to look on the company's website for the information I was seeking. I understand the website is meant to be utilized for its wealth of information; however, when I called, I didn't have the time to go searching for it. I wanted a human, well-versed in everything Equifax, to assist me personally. (For what it's worth, I'm new to Equifax's services, new to checking my credit report in general, and certainly new to potentially dealing with fraud, so I just wanted some one-on-one guidance and information.)

The representative I spoke to, again, was well-meaning, but not as personable as I was hoping. Later on, when I had the time, I ended up just searching the site myself and talking to a few (more experienced) friends of mine. My friends were thankfully very helpful.

Equifax (Canada)'s Fraud Detection phone number, in my opinion, needs some improvement. There was no immediate option to speak to a representative, keypad selection doesn't register, and it takes some effort to actually get a human being on the line. The automated message directs callers to the website multiple times, which gave me the impression the company would rather people help themselves online than seek help from the company directly by calling.

For the younger generations, using the website is most likely preferable. However, potential callers aren't always going to be tech-savvy, have reliable access to the site, may have limited or no eyesight and lack accessibility aids in order to navigate the site, and so on. Having a functional, helpful, accessible phone line is essential, and I hope that's something the company keeps in mind moving forward.