In an attempt to make some mid-year resolutions, I am trying to be more diligent about managing finances and monitoring things like my credit report. I wasn’t the victim of an identity theft crime, but then again, how would I know? I just decided that I should take an active interest in things like…er…interest. Finances in general have never been a strong-point for me. I make money, spend money; my financial management program is akin to most people’s attention to filling up their gas tank. When the car turns on its light saying, “here’s the thing, I’m nearly out of gas and we’re in the middle of nowhere. This isn’t just your problem now, it’s mine as well,” I start thinking about when and where I’m going to get more gas. I believe they call this “living paycheck to paycheck.” I don’t know what percentage of the population out there does this, but I would make a guess – based upon the percentage of individuals using credit – that the number is pretty high. I’m not doing so well on the general financial management aspect of things. The notion of a budget is quite advanced for me. It seems to take a considerable amount of time to construct, monitor, and adjust it consistently. On the credit report detail, against my earnest efforts to do this right, I’m being thwarted.
I have just about written off Equifax completely. If it weren’t for their industry reputation and reliance, I would drop them altogether. As it is, I feel like I have to live with the service problems because Equifax is the behemoth and I’m the peon.
Screw that! They pissed me off today for the last time – hence this negative post. I even made up a new word for my discontentment. Flog (fart log). It’s a blog (web log) a la Monty Python. Equifax, I flog in your general direction!
I ordered the Equifax Score Watch (TM) monthly subscription to give myself a way to watch my score as it changes month-to-month and access free and discounted credit reports when it’s appropriate. The ordering process seemed professional enough until the end. It was unable to process my credit card to pay for the service. I thought it a fluke at first and even gave it another card to try. I became concerned that perhaps I was being taken for a ride – giving up credit information to evil hackers at the very place I thought I was safe. I did some digging and couldn’t find any signs of tampering. It seemed that Equifax was just unable to process credit cards. Having returned to place the order in the next day or so, I was met with success – confidence restored – and the order was handled promptly and correctly. The goods were delivered instantly and I was able to enjoy my Score Watch product immediately. After just a short while of playing around with the account features, I started getting pages that indicated that Equifax was having some application problems at the business logic layer. The interface worked perfectly, but most of the account-related functions were no longer working. Frustration. I go away and come back the next day to meet the same type of problems. I discover that I can work around the problem by navigating back into the details from the order summary link. It’s a minor issue to me, but a frustration nonetheless. I assume it’s just related to some heavy-use patterns that Equifax is experiencing.
Then I find a real case for contacting support. The credit report (provided by Score Power within Score Watch) gives you very granular details about your credit history. There’s a summary that effectively tells you what positive and negative factors there are that creditors may use. I try to look into a negative factor and I can’t find it in the details. Maybe it’s there and I’m unable to figure it out, or maybe there’s a problem in the correlation between Score Power and my credit report. That’s what I want to find out. I contact support via email (my preferred avenue to begin things) to ask about the problem. It takes through a form in which it asks some personal information such as your social security number for account verification and such. It seems logical, though I would prefer if it just linked my account number to the contact form. I get an email the next day stating that they can’t find my account and that they need additional information from me. That infuriates me. I’m supposed to be dealing with a professional company. Why am I using a half-assed application unable to facilitate the management of its customers? I give them what they need anyway. How else will my problem ever be solved? Now, five days later they reply with what surely is an automated form response to my inquiry:
Dear Mr. Gradin, …
Our records indicate that you ordered the Equifax Score Watch (TM) monthly subscription. This
subscription includes two free Score Power (TM) reports, one at enrollment and one to be used at
any time during your subscription, and discounts on additional Score Power(R) reports.
Please note, as the Credit Report is a snapshot of your file as of the date you purchased, it will
not be updated during the time is viewable. In order to view your updated credit report, please follow the instructions
- Please visit our website, www.Equifax.com
- Click on Customer login.
- Enter the User ID and Password and then click “LOGIN”.
- Under the heading “Equifax Member Center”, click on “Equifax ScoreWatch (TM)”, your FICO (R) Score is already visible.
- Click on ” Score Power (R)” on the menu at the left side of the page
From this point you are able to view your Credit Report or to pull a new Score Power (R) at the
If you need further assistance, please contact us…
Seriously?!? Do you think I would have contacted support to ask about a problem within the application if I couldn’t figure out how to access it? Do you think I would have contacted support to ask how I might purchase additional products? Plan B is to call Equifax support to work through the problem. I’m sure I can get to the bottom of this…eventually, but if you’re a company offering email support, staff it with support personnel.
I replied to the email with an inappropriate remark on the service representative’s ineptitude. I’m reminded of Despair’s apt words of wisdom on motiviation.