Consumer complaint received 2022-06-01
Company: EQUIFAX, INC.
State: TX
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:
I was contacted by XXXX XXXX  at the beginning of the month, stating my Equifax score was " suppressed '' and was instructed to call Equifax to resolve the issue. 

I called Equifax on XX/XX/22 @ ( XXXX ) XXXX and received a call back from XXXX ( XXXX ) XXXX. I was told to fax documents to confirm my identity including my social security card, ID, and a letter stating what I needed. Documents were faxed on XX/XX/22 to ( XXXX ) XXXX. 

I called again twice on XX/XX/22 to follow up. At this point, I believe I also called XXXX ( XXXX ) XXXX. The confirmation # I received from one of my calls was XXXX. I was spoke with two different agents. I am not sure in which order this occurred or if maybe I am incorrect when I was told this, but one agent told me I had to mail documents, and the fax number was not valid. Again, I do not recall if this happened on a different date that I was told this. However, one agent told me to fax again. I faxed documents again on XX/XX/22. 

On XX/XX/22, I received a letter from Equifax dated XX/XX/22, stating there was no file for me with Equifax. 

I called on XX/XX/22. I called @ ( XXXX ) XXXX and ( XXXX ) XXXX. At this point, they stated they had a profile for me, but no credit file. I believe at this point, I was giving a mailing address and overnighted the information I had already submitted by fax twice. I believe I sent the information via USPS overnight on XX/XX/22 or XX/XX/22. 

I called on XX/XX/22 @ ( XXXX ) XXXX and ( XXXX ) XXXX. This is when I was sent up the chain of command. At this point, I was told Equifax has different social security numbers popping up. I was told I had to contact the banks and my student loan company to verify they are sending the right social security number to Equifax, and to call back on Monday the XXXX once that was done. Equifax stated they could not change my social security info on their end because that would make it more complicated, so it needed to be done by the credit companies. 

On XX/XX/22, I called XXXX XXXX, XXXX XXXX and XXXX, whom all told me they had the correct social security number on file. 

I called Equifax again on XX/XX/22 @ ( XXXX ) XXXX. At this point, they asked if maybe I was named after someone. I stated my mom and I have the same first and last name and home address. The supervisor I spoke with said they would open an investigation as of XX/XX/22 to see if that was the issue and that Equifax needs 30 days to complete the investigation. She stated once the report was completed, she would call me. 

I called on XX/XX/22 to see the status of the report and to get a confirmation # for the report started on XX/XX/22. I was told there was absolutely nothing on file for me. I was told to fax my documents in once again, despite telling the supervisor that I had already faxed it twice, with one of the times receiving a letter from Equifax stating there is no file. I also stated that I had mailed the same documents to Equifax once. I also stated that the last few times I had called, I had someone verify my documents by sending me a link to my e-mail to upload the documents. The supervisor kept reiterating to fax the documents, as I continues to tell him I had already done so. The supervisor also stated that he could not provide a confirmation # for the call, as I do not have a credit file. However, he gave me his name as " XXXX '' with the ID # XXXX. 

I have called at least 4 to 5 different phone numbers for Equifax at this point and am getting nowhere. I also want to bring attention to the fact that I was told to fax information more than once, later told I had to mail it instead, only to be able to later do it through a link. I told them this was time sensitive and was only given the option to do the link submission of my scanned documents once I told them how many times I had sent my documents in.

Company response to consumer: Closed with explanation