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Faulty Automatic Identity Verification - trying to enrole fo 19 April 2011 Reviewer: Dissatisified Atempted Customer from Washington, DC
215 of 418 people found this review helpful
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I wish to report issues with the Product Identity Guard (IG).
I've been trying to enroll in the IG Protection service for over 2 months. It performs an online verification via Equifax as the source for questions. It always asks 6 questions. 4 of these I have had to answer correctly to get my annual credit reports from Equifax, Experian & Transunion. There are always 2 other questions for a car loan (certain month & year). As I have never had a car loan at the time specified, I always answer none of the above for the Leander & then I answer none of the above for the monthly payment. Then it says it cannot verify me & locks me out for 3 days. I repeat the process 3 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 valid answers are counted as incorrect. 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 enrollment process "bug" is. It reminds me of a Sci Fi movie where a computer process takes over with faulty programming & cannot be countermanded. I work in Information Technology & know there has to be a way to determine where the problem is, but after 2 months of repeated complaints they have been unable to assist me. COSTCO offers one flavor of the product & after complaining to COSTCO they have asked for assistance, on my behalf, to no avail. I have spoken to IG's management (Shele Cowan, Jeff Lowe & 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 & has not been able to assist me either.
So, although I hear they have a great product (I haven't seen it!) their enrollment process customer service team & IT department have no way to handle this issue. They have painted themselves into a corner & this is a big negative for their customer service.
In summary, I would not recommend Identity Guard to a friend.
