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I am attempting to refinance my car loan through my credit union. Because I was one of the lucky ones who was included in the Equifax breach awhile back, my report has a "lock" on it. I released the lock, confirmed with a rep at Equifax it was unlocked and thought things were fine. Well the Credit union tried to run my report only to find I have a "freeze" on my report. I tried to sign in using the only email addy I use for anything other than personal emails - purchases, subscriptions etc. No record of the email, I tried the other one - no record of email. So I called and spoke to a rep - no there isn't a Freeze on my report. Called the CU and let them know and they just called back - same thing "freeze" on the report.
Any suggestions? I am going to try this evening to unravel this mess - but I'm hoping someone has insight!!
A most useful word to have in your vocabulary when dealing with customer service representatives is "Supervisor."
When you call Equifax again, ask to speak directly to a supervisor and do not accept any excuses.
Be firm, but polite. When the supervisor comes on the line, explain the situation again.
There are two primary reasons to speak to a supervisor. The first is that supervisors have more power and authority than customer service reps, so they can do things the customer service reps cannot do, and secondly, in almost every instance, and it doesn't matter if you're dealing with a credit reporting agency, a credit card bank, Social Security, your utility provider, or whomever, the supervisor can see things the customer service reps cannot see.
So, the customer service rep sees one thing on their screen regarding your account, and the supervisor sees something totally different. The supervisors have access to information that the run-of-the-mill employees don't have, and that's for your benefit, because it protects you and your information.
For example, a customer service rep would only see the last four digits of your Social Security number, but the supervisor sees your entire Social Security number. There's other information about your account that a supervisor can see that customer service reps cannot.
Superiors also have more options related to the adding, editing, deleting, saving and updating account information than customer service reps.
The supervisor at Equifax should be able to unlock your file so that it can be accessed by the credit union.
A most useful word to have in your vocabulary when dealing with customer service representatives is "Supervisor."
When you call Equifax again, ask to speak directly to a supervisor and do not accept any excuses.
Be firm, but polite. When the supervisor comes on the line, explain the situation again.
There are two primary reasons to speak to a supervisor. The first is that supervisors have more power and authority than customer service reps, so they can do things the customer service reps cannot do, and secondly, in almost every instance, and it doesn't matter if you're dealing with a credit reporting agency, a credit card bank, Social Security, your utility provider, or whomever, the supervisor can see things the customer service reps cannot see.
So, the customer service rep sees one thing on their screen regarding your account, and the supervisor sees something totally different. The supervisors have access to information that the run-of-the-mill employees don't have, and that's for your benefit, because it protects you and your information.
For example, a customer service rep would only see the last four digits of your Social Security number, but the supervisor sees your entire Social Security number. There's other information about your account that a supervisor can see that customer service reps cannot.
Superiors also have more options related to the adding, editing, deleting, saving and updating account information than customer service reps.
The supervisor at Equifax should be able to unlock your file so that it can be accessed by the credit union.
WOW - why didn't I think of this?? And I worked in Banking for 8 years!! Thank you thank you thank you!!
I am attempting to refinance my car loan through my credit union. Because I was one of the lucky ones who was included in the Equifax breach awhile back, my report has a "lock" on it. I released the lock, confirmed with a rep at Equifax it was unlocked and thought things were fine. Well the Credit union tried to run my report only to find I have a "freeze" on my report. I tried to sign in using the only email addy I use for anything other than personal emails - purchases, subscriptions etc. No record of the email, I tried the other one - no record of email. So I called and spoke to a rep - no there isn't a Freeze on my report. Called the CU and let them know and they just called back - same thing "freeze" on the report.
Any suggestions? I am going to try this evening to unravel this mess - but I'm hoping someone has insight!!
hELP!
When you do a “freeze”, you get a password and a telephone number to call to unfreeze the account. Do you have the password.
This is one of those situations when being the middle man doesn’t work. The credit union and the equifax people need to speak on the phone. Maybe even a three way call. I’ve had to do this once or twice in 15 years.
thanks everyone - I confirmed with a supervisor that there is no freeze on my report. It is unlocked. he said have the Credit Union rep have another rep run it from their computer. there is a possibility her computer is pulling the original request. If that doesn't work, I'm going to the branch and call Equifax from there. I do not have a password for the "freeze" option or a pin - which is why I was concerned when she told me it had a "freeze" on it.
fingers crossed!!!
thanks everyone - I confirmed with a supervisor that there is no freeze on my report. It is unlocked. he said have the Credit Union rep have another rep run it from their computer. there is a possibility her computer is pulling the original request. If that doesn't work, I'm going to the branch and call Equifax from there. I do not have a password for the "freeze" option or a pin - which is why I was concerned when she told me it had a "freeze" on it.
fingers crossed!!!
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