Consumer complaint received 2020-06-09
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I initially tried to obtain a copy of my credit report online and was sent a msg that I needed to call customer service. I contacted cust serv, after waiting 20 min on hold, and was told they did not know why I had the prob online but they would look into it and I would receive an email and I was able to request a credit report. I then received a form ltr advising me that due to some ans I supplied that I was blocked from online access to my account on Myequifax. I replied to the email but received no response. I called customer service, waited on hold for 25 mins, and spoke to someone, passed a security test and after supplying some info I was told that I would receive an email instructing me how to recover my online access. a few days later I received the same form ltr I previously rec 'd advising that due to some of my ans provided previously that I was blocked from accessing my account information online. I called customer service, waited on hold for 30 min, and spoke to someone who put me on hold repeatedly, then said I didn't have an online account and when I pressed for answers I was disconnected. I called customer service back, and waited on hold for 25 mins, and requested a supervisor, and after answering several questions I was allegedly given to a supervisor named XXXX. XXXX was very sorry to hear about my troubles and was happy to help, I passed a security test and then he looked into my account and said that I was blocked from online access and there was nothing that I could do to change that. I asked why and he said it was based on information I had previously given and there was nothing that could be done and I could only communicate through the US mail. And if you were familiar with the requirements for submitting documents by mail it's ridicules and time consuming. I asked for his supervisors name and he would not give it. I asked for a direct number to call back and he refused to give me one. I explained that I had already put in more time then should be required and could not keep waiting on hold every time I call and requested that I speak to the person he reports to. I asked for the IT dept and he refused. After a lot of back and forth he finally agreed to let me speak to a supervisor and so I waited on hold for about another 30 min. When the " on hold '' music stopped and I thought I was disconnected, AGAIN, I heard a voice and I spoke to XXXX. I answered some more security questions, we agreed that I was attempting to gain online access to Myequifax and there was a long period of silence and then I heard the phone survey which signals the end of the phone call and I was disconnected, AGAIN. I would not trust my dogs credit information with this company by choice due to their breach of security which allowed my personal information onto the dark web and their unprofessional business practices. Yet by no choice of my own I have to deal with this company and yet they are allowed to isolate themselves from their customers and the people they are supposed to service. And their out right denial to provide any additional assistance and repeatedly refuse to escalate he issue to higher ups is unconscionable. And the fact that they are unaccountable for their actions allows each person to just disconnect the phone line whenever they want and refuse to provide any additional methods of contact should be against the law or at least be held accountable for their actions and the problems they cause.

Company response to consumer: Closed with explanation