# part 2/3 #
3 days later, on May 31, I received a reply that Equifax was unable to locate the account, and requesting further information. I replied providing this information. I received another reply from Equifax saying they could not find the account, closing the ticket, and asking that I call in for support.
That same day (today), I called in and was connected to the Personal Solutions department. I briefed the representative, Mike, on the background of the situation and asked if there was a fraud or security department that could investigate this. I was told no, and the closest department was Disputes, which was closed on weekends. I indicated that if there was a hacking involved, this might be time-sensitive, and could affect other Equifax accounts. I was told there was no other way to get assistance.
I verified my identity with <rep_name>, who created a new account for me, and was able to view the email change history, but said he could not release the email address that the account had been changed to.
I requested 6 times to speak with a supervisor and was deflected each time. After 1 hour and 15 minutes, I was put on hold for 15 minutes, then connected with <supervisor_name>, the supervisor.
<supervisor_name> was helpful. She marked the account for investigation and indicated that it would take 7 to 10 business days. I asked if this could be expedited and she said sometimes it could occur more quickly but there was no guarantee.
3 days later, on May 31, I received a reply that Equifax was unable to locate the account, and requesting further information. I replied providing this information. I received another reply from Equifax saying they could not find the account, closing the ticket, and asking that I call in for support.
That same day (today), I called in and was connected to the Personal Solutions department. I briefed the representative, Mike, on the background of the situation and asked if there was a fraud or security department that could investigate this. I was told no, and the closest department was Disputes, which was closed on weekends. I indicated that if there was a hacking involved, this might be time-sensitive, and could affect other Equifax accounts. I was told there was no other way to get assistance.
I verified my identity with <rep_name>, who created a new account for me, and was able to view the email change history, but said he could not release the email address that the account had been changed to.
I requested 6 times to speak with a supervisor and was deflected each time. After 1 hour and 15 minutes, I was put on hold for 15 minutes, then connected with <supervisor_name>, the supervisor.
<supervisor_name> was helpful. She marked the account for investigation and indicated that it would take 7 to 10 business days. I asked if this could be expedited and she said sometimes it could occur more quickly but there was no guarantee.