Equifax Security Freeze

Upon contacting Equifax, an automated system gives callers the option to select 8 for Spanish, followed by multiple choices for customer support. The automated message directs callers to remain on the line to speak with an agent to add a COVID-19 financial hardship statement to their credit report.

If this is not what you need, you’ll be directed to press 9 for information regarding the 2017 Equifax data breach settlement. The recording indicated the settlement details could be found online at www.equifaxbreachsettlement.com.

Most people call Equifax to check their credit score and/or report so a message instead directs you to the Equifax website, myequifax.com, to access this information at no cost. This step will save you time on the phone if all you need is your credit score/report. Once on the website, you can register for a personal account.

If you do remain on the line to speak with a representative or to hear other options, you’ll need to say specific words related to your issue/concern. Some choices include fraud alerts, credit score disputes, security freezes and/or credit scores. I wanted to get information about my credit report without having to set up an account online, so I said "credit report." I was then given other ways to request a copy of my report, including receiving a text message from Equifax to obtain my report from the site called Annual Credit Report.

At this point, the automated call directs you to hang up if you choose this text option unless you prefer to return to the main menu to access other options. I did return to see if I could speak with a representative. However, the recorded messaging does not allow access to a live agent until you have again chosen a specific concern based on their automated menu.

After listening to the choices, I pressed 5 for other questions and to see if a representative would be available. Finally, after 15 minutes on the phone, I pressed 4 for the option of more questions. I was told I could speak with an agent after verifying my identification with my mobile phone number, Social Security number, home street address and ZIP Code. I was sent a code by text to finalize the process and was finally connected to a customer service representative.

She explained it would take a minute to request a copy of my credit report and it would be mailed directly to me within five business days. Representatives are also able to add a statement to your credit report indicating that you’ve faced financial hardships due to the pandemic, and this would alert creditors as to why your credit balances may be high, payments might be late or additional credit lines were opened. I found the experience of reaching a representative a bit tedious and time-consuming, but agents are patient and helpful once you are connected. The website is most effective for basic help.