I am extremely frustrated with this service! In mid-November, I learned that I had fallen victim to identity theft after a fraudulent application and hard search showed up on my credit report. I was explicitly informed that the application was not legitimate and that a marker would be placed on my name to block any further applications. Despite this assurance, another hard search appeared on December 19. I raised this issue again and was told that a marker would be applied once more. Then, on December 30, yet another hard search was recorded on my credit report. I have an active protective registration and a notice of correction with all credit agencies, yet fraudulent applications continue to be processed. Nobody can explain why the protective marker is being disregarded, what checks are being done, or how fraudsters are still using my information. My complaint has supposedly been forwarded to the customer service team, but I have received no communication whatsoever. I spend hours each day on the phone, repeatedly providing the same information, only to be told “no further applications will be processed” — only for it to happen again. To make matters worse, I received emails today from a financial institution confirming that the latest applications are fraudulent, followed shortly by a message from the credit agency stating that they will not remove the hard searches as they do not consider them fraudulent. This is completely contradictory and incredibly distressing. Meanwhile, my credit score is being ruined through no fault of my own. No one takes responsibility, no one follows up, and no one provides answers. I am simply told that “a complaint will be raised” — and then nothing happens. I am sharing this publicly in the hope that someone finally pays attention, as the lack of protection, accountability, and communication has been appalling.
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