Consumer complaint received 2021-01-16
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
We have been in the process of applying to refinance the mortgage on our residence since XXXX, XXXX. We were required to get our credit reports unfrozen. Within an hour on XX/XX/XXXX, I was able to unfreeze XXXX  and XXXX, but when it came to Equifax, it was another matter. 

I have no difficulty logging onto the Equifax site and over the ensuing three months - around 100 times was greeted with this message. 

So I called this number. The telephone is an automated attendant that does not provide a menu option for reaching a human attendant. It takes over five minutes to listen to the menus. The information given is garbage useless and incorrect. 

Because I have a phone that records a transcript of calls, I have a record of what I heard on this number. 

Among the false information are email addresses that are returned as undeliverable : XXXX or XXXX. Here is one of the kind of returns : This message was created automatically by mail delivery software. 
A message that you sent has not yet been delivered to one or more of its recipients after more than 48 hours on the queue on XXXX. 

The message identifier is : XXXX The subject of the message is : Temporarily release credit reports The date of the message is : Tue, XXXX XX/XX/XXXX XXXX XXXX The address to which the message has not yet been delivered is : XXXX No action is required on your part. Delivery attempts will continue for some time, and this warning may be repeated at intervals if the message remains undelivered. Eventually the mail delivery software will give up, and when that happens, the message will be returned to you. 

This message was created automatically by mail delivery software. 

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address ( es ) failed : XXXX Unrouteable address I found this on the web : You can email us at XXXX. Please include your Equifax Credit Report Reference Number and any existing case numbers you're aware of in your email. Investigation and resolution of your complaint may be delayed if this information is not included. 

The answer I received from this email was Dear XXXX, Thanks for getting in touch. Weve raised your query under case number XXXX. Please quote this reference number in any future contact about your query. 

If youre a registered user of our Equifax Online Help service under this email address youll be able to see your case in the My Cases section. If youre not a registered user you can create an account by going to www.equifax.co.XXXX/ask/. Equifax Online Help enables you to raise and keep track of any queries that you have with us. 

If there's anything else that you need help with, we hope you'll find the answer on our FAQ page. If you have any additional queries please update this case or create a new case through your Equifax Online Help account. 

Equifax remains open for business and we are here to provide support and deal with any queries you may have. However, due to Covid-19 ( the Coronavirus ) you may find yourself having to wait longer than normal to have your call answered. 

Answers to most questions can be found in our FAQ 's or you can raise a query via our Online Help service. If your call is urgent we are open between XXXX XXXX, Monday  to Friday  on XXXX XXXX XXXX, calls are free from XXXX landlines and XXXX mobiles. 

If youre a customer of any of our partners and have raised your query through them, youll need to get back in touch with them to raise further queries. 

Kind regards, Equifax Consumer Support I filed complaints with the XXXX  XXXX  XXXX  and the XXXX XXXX XXXX XXXX. 

XXXX XXXX XXXX replied on the XXXX XXXX XXXX site RE : XXXX XXXX XXXX XXXX, Case # XXXX Dear XXXX XXXX XXXX : Thank you for submitting XXXX & XXXX XXXX XXXX complaint on XX/XX/XXXX through the XXXX  Complaint Portal. In their complaint, they indicated that they are unable to unfreeze their credit files. 

The identification information the consumer provided does not match our records. In order to properly assist them, we will need additional information in order to verify their identification and current address. Please provide a legible photocopy of a valid document that shows your name, current address and complete social security number. Listed below are examples of documents that may be provided as verification of their identification and current address : Current pay stub or W2 with complete U.S. social security number, valid social security card, Driver 's license, rental/lease agreement/house deed, mortgage or bank statement, utility bill for gas, cable or residential telephone bill. 

If they have any additional questions, they may call XXXX XXXX XXXX XXXX Note : This acknowledges receipt of information I had both faxed and sent by certified mail. 
Our identity information has not changed in over two years, when we moved to home four blocks from our former residence but kept our phone number. More importantly, we had gotten a credit freeze processed in XXXX by Equifax. I have a post card acknowledgement of this. 

Finally, I received a call on XX/XX/XXXX from someone identifying himself as being with Equifax. The number he called from was XXXX. He asked me if I had sent a certified letter, which I had, and I gave him the date. The caller gave me another phone number to call XXXX XXXX. 

This number told me the information I provided does not match their records. I tried calling back the XXXX and was told this number dealt with CLASS ACTIONS. I got another number XXXX XXXX XXXX which turns out to be a XXXX dealership. Another site I was given on the phone was XXXX. This company is not owned by Equifax and there appears. 

Another number I got was XXXX. I spoke to a XXXX XXXX XXXX is a marine wholesale company, selling to the trade only. 

I again faxed the information Mr. XXXX specified using this fax number XXXX sent on XX/XX/XXXX. I had previously faxed information on XX/XX/XXXX to this number. 

I found the following on XXXX : When you log in at myEquifax.com, there is a tile on the upper right of the dashboard that indicates your freeze status. If you dont have an account, or simply would rather use the phone, call XXXX and follow the prompts to verify your identity. If your credit report is not frozen, you will only hear options for freezing it. 

There is no such tile in the upper right of the Equifax site. 

My request is simple : Unfreeze my wife and my credit reports.

Company response to consumer: Closed with explanation