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Equifax inquiry - no application ever filed.


Koodo has placed an inquiry on my Equifax credit profile. I have spent hours on the phone trying to get a hold of someone to assist me with this fraudulent inquiry but each time I either get a representative in El Salvador or Guatemala who barely speak any English. I have never experienced customer service this terrible.  

16 replies

Userlevel 7
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I recommend sending a private message to Koodo via facebook or twitter.
Userlevel 7
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Are you trying to talk with Koodo? I don't know they were having calling center in El Salvador or Guatemala. When are you calling? I only got Canadians who spoke perfect English...
I have called at different times of the day and that is the information I received from the representative who answered the phone. Seems like you are just someone hired by Koodo to deny the existence of terrible customer service. 
Userlevel 7
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Sean wrote:

I have called at different times of the day and that is the information I received from the repre...

Oh we are not.  Their customer service sucks when you have to call in.  I'll be the first to admit it.

Robert, I believe koodo does have call centers in South America.  however from my experience, their english was very good.  There was a slight latin accent, but I understood them perfectly.  Their english was probably better than mine, and I was born in canada
Sean wrote:

I have called at different times of the day and that is the information I received from the repre...

The calls are recorded. I just wish I had the recording to publish all over the internet. The lady I spoke to barely even knew what Equifax was. I advised her numerous times that I was not an existing customer nor have I ever applied to become one and she kept of advising me that she could not find my phone number in the system. After keeping me on the phone for half an hour, she directed me to a different number which was the accounting department - she said I need to speak to billing and accounting because the issue probably relates to a late or non-payment for my non-existent account.
Userlevel 6
Sean wrote:

I have called at different times of the day and that is the information I received from the repre...

So to get a clearer view, you don't have a current Koodo account and you saw an Equifax inquiry from Koodo? Have you ever have an account with Koodo in the past or tried to get a Koodo account?
Sean wrote:

I have called at different times of the day and that is the information I received from the repre...

"...I advised her numerous times that I was not an existing customer nor have I ever applied to become one..."
Userlevel 6
Sean wrote:

I have called at different times of the day and that is the information I received from the repre...

That is weird, we can only speculate from the community why that happened. I would immediately contact Equifax about this inquiry and double check if there are any other suspicious credit inquiries. Were you able to keep in touch of the billing/accounting department? Depending on the time you contact Koodo customer service, you may get through a Canadian or a South American call centre. What I recommend doing is when you get an agent, ask for the billing department right away.
Userlevel 6
Hey Sean, I'm sorry to read about your "terrible" customer service experience. You can ask for a manager or a supervisor if you need additional help with your inquiry.
I did that - it did not make a difference. These people don't even understand the issue let alone how to go about rectifying it.

Userlevel 7
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Sean wrote:

I did that - it did not make a difference. These people don't even understand the issue let alone...

I recommend my first reply to avoid any further issues with calling in.
Userlevel 7
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I just want to add that whether you had spoken to an agent in Canada or not, there is very little information that they would have been able to provide you. Koodo customer service agents do not deal with Equifax, nor do they have access to your credit score or your credit history. The only credit information koodo agents see is an account creation screen that automatically either says approved or denied based on the results of the credit check. An inquiry could have been submitted if someone tried to apply for a koodo account using your identity, but there really isn't much any koodo rep can do even to report a fraudulent account if there is no telephone or account number to link the report to.
Regardless of why the inquiry has been placed on my credit profile, it is one which Koodo has placed and therefore Koodo must speak to it. If it is a fraudulent account, then it is Koodo who has to look into it. No one else has access to this information. 

Userlevel 6
You would be best to contact Equifax regarding the credit note from Koodo. If you are not a client and no account exists in your name, there is nothing Koodo can "check" for you. The credit check system is automated, so they don't personally have access to your credit info. As stated above, they only see a yes or no.

If someone attempted to open an account in your name, there would be no info available unless it was successful. Since the is no account open in your name (as you stated), it wasn't successful.
Techjunkie wrote:

You would be best to contact Equifax regarding the credit note from Koodo. If you are not a clien...

Front line customer service reps don't. Higher up reps can see the file personally, and can also remove the inquiry. Koodo's system gets the complete file from Equifax and then decides for a yes or a no depending on their criteria. Koodo is probably the only provider in Canada who makes it as difficult as possible for customers to escalate issues.
Userlevel 7
Badge +4
Use this to contact Equifax and dispute this.
http://www.consumer.equifax.ca/dispute-ca/dispute_process/en_ca

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