Reader Gets Seemingly Intractable Equifax Problem Solved By Contacting Executive Customer Service

Phil spent over a year trying to get Equifax to fix a problem with his credit report all the other bureaus had already taken care of. Phil sent countless letters to Equifax, some of which were cc’d to members of Congress. Nothing doing. Then he emailed us and we passed on contact info for Dinah Watson in Equifax executive customer service. She wasn’t able to explain why Equifax couldn’t resolve the problem before, but she was able to fix it.

Executive Customer Service = Magic.

We should permanently affix a sign to the top of the site that says, “fix your customer service problems by taking them to top.” — BEN POPKEN

PREVIOUSLY:
Why Equifax Doesn’t Seem To Understand Your Letters
Equifax Refuses To Fix Credit Report, Despite Overwhelming Evidence

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  1. Athenor says:

    You know, I worry that eventually a time will come when a CEO will say “tough cookies” or something and kick you back down to lower management. I mean, the CEO doesn’t run the day to day operations of the company by default, correct? Isn’t that the COO’s job?

    I admit that I may be completely off base… I dunno. It just seems that if these problems always seem to get cleared up when you talk to the CEO, what’s the point of climbing the ladder of management in the first place?

  2. LAGirl says:

    it’s shocking to me, truly shocking, that our credit reports, which determine whether or not we can buy a house or car, the interest rate we pay, etc, are run this way.

    it takes contacting executive customer service to correct errors? UNACCEPTABLE. but until we, the consumers, demand that congress make changes to the way these agencies are run, we will continue to deal with the incompetence that we have come to accept as the norm.

  3. hoot550 says:

    I had the pleasure of dealing with Equifax a few days ago because I was trying to obtain a free copy of my report and their web site kept trying to charge me, even though I was eligible for a free copy. The rep first suggested that I just pay for it. I explained that I refuse to pay for my information that I am entitled to by law. It actually took two supervisor escalations to get it fixed.

    But that wasn’t the best part… I learned from this rep that the credit bureaus are actually performing a service for consumers on our behalf. The rep explained to me that they were like a library for all of our personal information. That way we didn’t have to keep track of it ourselves.

    I was speechless. Here all this time I thought they were just a bunch of data brokers looking to make money. I guess they’re just performing a public service, helping out all of mankind.

  4. Bourque77 says:

    Its becoming more and more apparent if you actually want a problem solves you need to talk to executive customer service. I mean if you get 2 maybe 3 calls to unhelpful people why waste another few hours of your time with some other underpaid, underappreciated, and pissed off csr.