Equifax's acting CEO says in WSJ editorial: 'On behalf of Equifax, I'm sorry'
Pualino do Rego Barros Jr., the acting CEO of Equifax, says in an editorial in the Wall Street Journal, "On behalf of Equifax, I'm sorry." He added, "People across the country and around the world, including our friends and family members, put their trust in our company. We didn't live up to expectations. We were hacked. That's the simple fact. But we compounded the problem with insufficient support for consumers. Our website did not function as it should have, and our call center couldn't manage the volume of calls we received. Answers to key consumer questions were too often delayed, incomplete or both. We know it's our job to earn back your trust. We will act quickly and forcefully to correct our mistakes, while simultaneously developing a new approach to protecting consumer data. In the near term, our responsibility is to provide timely, reassuring support to every affected consumer. Our longer-term plan is to give consumers the power to protect and control access to their personal credit data." He noted that he was appointed interim CEO on Tuesday and "I won't pretend to have figured out all the answers in two days. But I have been listening carefully to consumers and critics. I have heard the frustration and fear. I know we have to do a better job of helping you." He also announced a series of steps and actions aimed at rectifying the fallout from the recent hack, including adding agents and expanding training "until calls are answered promptly and knowledgeably. I will personally review a daily report on their operations." Equifax is also extending the services it is offering customers, "We have heard your concern that the window to sign up for free credit freezes with Equifax is too brief, so we are extending the deadline to the end of January. Likewise, we are extending the sign-up period for TrustedID Premier, the complimentary package we are offering all U.S. consumers, through the end of January." "By Jan. 31, Equifax will offer a new service allowing all consumers the option of controlling access to their personal credit data. The service we are developing will let consumers easily lock and unlock access to their Equifax credit files. You will be able to do this at will. It will be reliable, safe and simple. Most significantly, the service will be offered free, for life." Reference Link