Wish to report issues with the Product Identity Guard (Identity Protection Product).
I have been trying to enroll in the Identity Guard Protection service for over two months. It performs an online verification asking me questions about my credit history. I am unable to enroll and further someone with all my information would not be able to enroll as me. The content for the online questions/verification is based on data extracted from the Equifax Web site. It always asks me 6 questions. Four of these I have had to answer correctly to get my annual credit reports from Equifax, Experian and Transunion. There are always 2 other questions regarding a car loan on a certain month and year. As I have never had a car loan at the time (s) specified, I always answer none of the above for the company providing the loan and then I answer none of the above for the monthly payment. Then it says it cannot verify me and locks me out for three days. I repeat the process three days later again being locked out. So, now 2 months later, I am still not enrolled. I have asked them to look at their computer logs to see where it breaks down. But they do not seem to be able bypass their totally automated processes to either manually allow me to get the service or to determine where the bug in their enrollment process is. It reminds me of a Science Fiction movie where a computer process takes over with faulty programming and cannot be countermanded. I work in Information Technology and know there has to be a way to determine where the problem is, but after two months they cannot assist me. COSTCO offers one flavor of the product and after complaining to them they have asked for assistance on my behalf to no avail. I have spoken to their management (Shele Cowan, Jeff Lowe and Caesar Escobar - 505-896-7400 Reo Rancho, NM) to no avail. They finally sent me to Henry Gyamfi (703-814-7168) about a month ago. He works with the programming staff. Henry has not been able to assist me either.
So, although I hear they have a great product (I havent seen it yet!) their enrollment process and customer service team have no way to handle an issue with their programming staff and IT department. They have painted themselves into a corner and this is a big negative for their
customer service.
0 comments