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September 08, 2017

A Progress Update for Consumers

We understand that some consumers are experiencing difficulties getting the answers and support they need through our website and call center. Ramping up the website and call center to handle the anticipated volume is ongoing and we are focused on making improvements as quickly as possible. We apologize for any inconvenience this process has created.

Thus far today, we’ve made the following adjustments:

1) You Can Determine Your Status Immediately
Some consumers who visited the website soon after its launch failed to receive confirmation clarifying whether or not they were potentially impacted. That issue is now resolved, and we encourage those consumers to revisit the site to receive a response that clarifies their status.

2) No Waiver Of Rights For This Cyber Security Incident
In response to consumer inquiries, we have made it clear that the arbitration clause and class action waiver included in the Equifax and TrustedID Premier terms of use does not apply to this cybersecurity incident.

3) Expanded Our Call Center
We have tripled our call center team to over 2000 agents and continue to add agents.

Our goal is to make this process as convenient and consistent as possible. We will continue to identify steps to improve this process.

And we will continue as well to listen to your comments and suggestions.

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