""What would you like us to do about it?""

UPDATE - 11/02/17 Scott, a Senior Vice President with IdentityForce, reached out to me the next morning to let me know he looked into the matter personally and apologize for the experience I had. Scott assured me that the Restoration Team would be reaching out to work with me further. Thank you for looking into this and getting back so quickly.

Like many American's, when I heard about the Equifax data breach on CNN and various other media outlets, I was immediately worried I could be affected.

I started searching for an Identity Protection service, and happened upon IdentityForce's article Equifax Breach Impacts 145.5 Million: Steps to Keep your Identity Protected. I found the information useful and did some research and on October 18, 2017 I signed up for IdentityForce's UltraSecure+Credit service, and signed my fiance up a couple of days later.

After pulling my credit report, I was happy to find no issues - my scores were right where I thought they should be and there were no accounts or information I didn't recognize.

Ten days later, On October 28th I received a notification from one of my credit card accounts that my FICO score had changed. Upon investigating further, I learned that it had dropped to 701, down from 817 the month prior.

I panicked and decided to pull a fresh copy of my credit report from annualcreditreport.com the next day, but still did not find anything out of the ordinary. I also had not receive any alerts or notifications from IdentityForce.

On the 29th, I spoke with Tanya regarding my concerns and shared my findings regarding my FICO score and new credit report. Tanya informed me there wasn't anything IdentityForce could do as they hadn't received any notification that my credit score had changed.

The following week I reached out to TransUnion directly to investigate the matter further, and learned that a merchant "Reflex Media" placed me into collections for $237.34. I notified TransUnion that I had no knowledge of this account and had not done business with them previously; I opened a dispute on the account and challenged the collection effort.

I reached out to the merchant directly on 11/1 - the number published on their website immediately forwards to a collection agency "Allied Collection Services" - and was told this was related to a dating service purchased back in June. I notified them that this was fraudulent and that I was disputing the account with TransUnion, and asked why I hadn't been contacted or notified previously and what credit card (if any) was used to make the purchase; the agent told me they did not have a phone number on file for me, nor could they confirm the method of payment used to make the purchase.

I immediately called IdentityForce back on 11/1 and spoke with Tanya once again, and notified her of my findings. I asked if there was anything IdentityForce could do to help with the process of disputing the collection further. Tanya explained to me that until the claim is settled with TransUnion (which I initiated on my own) there wasn't anything further IdentityForce could do. I asked why IdentityForce still hadn't detected that I was in collections with a merchant or that my FICO score had dropped over 100 points. I asked what are IdentityForces recommended next-steps in a situation such as mine, and at one point Tanya asked me "what would you like us to do?" Please check the recording of the call to substantiate this - the call was made at 2:40 PM pacific on 11/1. Frustrated, I asked if she could look into the matter further and call me back later in the day with any findings.

At 4:12 PM pacific on 11/1, Tanya called me back to confirm the dates the merchant had reported the account was opened/closed. I provided the information provided to me by the collection agency (6/8 to 8/31). Tanya then explained that because the dates of the supposed account were prior to my sign-up date with IdentityForce, that it was unlikely IdentityForce could help me. I asked to speak to Tanya's supervisor to confirm this, and spoke with Dion who said the same thing. At one point, Dion likened IdentityForce to car insurance, wherein accidents taken place before singing up with the insurer would obviously not be covered under the policy.

So, let me get this straight. All of the customers like me who signed up with IdentityForce after hearing about the Equifax data breach (which took place mid-May to July per IdentityForce's article cited above) will also have to hear from Tanya and Dion that because the fraudulent accounts were opened prior to their signing up with IdentityForce that no help could be provided? I find this laughable. My dispute wasn't ongoing when I signed up with IdentityForce, it only just happened this week; but because the merchant is stating the account had been opened months ago it absolves IdentityForce from having to help.

I would also like to point out that both Tanya and Dion were never of empathetic or understanding tone or attitude throughout this process. They never sounded the least bit concerned that my identity had possibly been stolen, or that my plans to purchase a home in the next year we're likely put on hold because of the 100 point drop in my FICO score. "What do you want us to do about it?" is my takeaway from this entire experience.

I've never dealt with a business whose customer service was so poor.

I welcome anyone from your organization to contact me directly to discuss this further; I will provide any supporting documentation (i.e the credit report I pulled in the last week), my credit card statements, any documentation whatsoever.

Or, if you simply leave me a dissatisfied customer I would not be surprised at this point.

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I worked with Meredith and she was Excellent.

She helped me with an issue and helped me also switch to the Family Plan. She was very helpful and pleasant.

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Shereka McGhee was very kind and helpful over the phone helping me to sign up. She had a good sense of humor, too.

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Shereka Mcghee from Cincinnati was very kind, helpful, and patient. She had a wonderful sense of humor. It was a pleasure talking to her on the phone. She made the whole experience pleasant and fun. Shereka is a wonderful employee and asset for your company.

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Shereka Mcghee was very friendly, knowledgeable and patient during the process. She also has a good sense of humor.

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Shereka Mcghee was very helpful and kind

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Oh my gosh! Alicia is the most wonderful person EVER!! She helped me get my 90 year old mother signed up and authenticated. That was the MOST efficient and productive phone call of this year if not the millennium. I love Alicia. I'm taking her home and raising her as my own!! She is an absolute angel!!!

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I spoke with Tech Support today and I believe we are on the right track to getting my issues corrected!!! I am pleased.

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Great person on the IF support line that I called today. Very friendly and helpful.