Consumer complaint received 2019-06-04
Company: EQUIFAX, INC.
State: SC
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:
On XX/XX/2019, I was able to view my credit report online and in reviewing it, filed several disputes relating to my general personal information and 3 derogatory accounts listed within the report. I received an email from Equifax about a week later stating my dispute findings were ready and to go online with Confirmation No.XXXX to view the results. I attempted to gain access after answering multiple security questions to be told I would need to call customer service to further verify my identity. I called customer service and stated the problem and that I wanted to view the results online. They stated they couldn't assist me in obtaining access to my account online, but could provide me the verbal results. I refused. I did not want to " hear '' my results, I wanted to see them and ensure all disputes were answered and I wanted it in writing. This began a nightmare of customer service transferring me to no less than 4 different departments with each agent telling me the same thing ; couldn't assist in my technical difficulties in not being able to access my credit report online, but could provide me information verbally. It went on like this for 45 min before they agreed to transfer me to a supervisor who was just as incompetent. They would put me on hold, they would transfer me to different departments, and they would then argue with me. Then they would put me on hold for another half an hour. The supervisor stated the same thing. In all cases, all agents were from a Equifax call center in the XXXX and none were able to troubleshoot my online access. I then attempted to call Equifax headquarters in XXXX, Georgia in an attempt to speak to a U.S. Customer Service agent, only to again get automatic recordings which led to the call centers in the XXXX. I then attempted to email Equifax and Equifax responded with the same canned line and directed me to call Customer Service in the XXXX! I finally just called and asked to have the results and credit report mailed to my home address. It will take 7-10 business days which is deplorable when a person is attempting to make corrections to a report they no longer have access to. Equifax has got to be one of the top 3 terrible customer service entities I've had the displeasure of working with. It is my legal given right to view my credit report, and this legal requirement is being withheld from me due to no one with the company being able to troubleshoot the technical difficulties in getting access to my online account. Equifax is absolutely terrible in their process of confirming a person 's identity and I've come to the conclusion they just don't care if a consumer can or can not access their report. I refuse to accept the fact that I will never be able to see my report or dispute resolution online. Equifax needs to fix not only their website, but their entire customer service operations! I don't want a customer service rep to aid me with my dispute. I want to file my own disputes and see the results but are unable to because of Equifax 's website. Having to confirm my identity with multiple Customer Service reps during the same phone call is deplorable! I am who I say I am but the website fails to recognize this and the Equifax reps fail to have a major criteria for customer service, complex thought processes, and problem resolution!

Company response to consumer: Closed with explanation