Equifax Security Breach

This Equifax customer service line is set up specifically for consumers seeking to place fraud alerts on their credit accounts. Equifax is one of three major credit bureaus, so if you suspect you’ve been a victim of fraud or identity theft, informing them is an important way to prevent someone else from opening up credit accounts in your name.

The first time I called this number, the Equifax customer service department was apparently closed. After dialing, I was greeted with an automated message informing me of this fact. The message told me I had called after “normal business hours” and instructed me to call back “tomorrow.” Somewhat frustratingly, the message did not specify exactly what Equifax’s normal business hours are. After the automated message played, my call was automatically disconnected.

I had a bit more luck the following day. I called mid-morning and this time was connected to a different automated message, this one explaining that I could set up a fraud alert on my credit report free of charge. The message also let me know that fraud alerts are good for up to one year and that placing one with Equifax would automatically place the same alert on my credit accounts with TransUnion and Experian (the other two of the three major credit bureaus). 

I was then provided with several menu options, including setting up the fraud alert through an automated system or speaking to a customer service representative. I chose the option to speak with an agent, at which point the line started ringing. Unfortunately, it just kept ringing and then disconnected my call before a representative ever picked up.

The final time I called, I attempted to place a fraud alert on my credit account using the automated system. Given that Equifax offers this automated option, it’s unclear why I received the after-hours message on my initial phone call. But perhaps automated systems occasionally need breaks as well?

Once I successfully connected to the Equifax automated system, I was prompted to go through an identification verification process. I was asked to enter my phone number, address, zip code and Social Security number. This process went relatively smoothly, although some customers may reasonably be hesitant to enter their Social Security number into an automated phone system. After successfully placing the fraud alert on my credit account, I was given the option to listen to my Fair Credit Reporting Act rights over the phone or have the information mailed to my address. Note that listening to these extensive rights over the phone takes a little while — a bit over 5 minutes, in fact. The automated system also gives you the option to remove a fraud alert from your credit report.