Consumer complaint received 2019-06-29
Company: EQUIFAX, INC.
State: FL
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:
My complaint is with the Equifax credit bureau. My current credit report is blocked and frozen, and the customer service team has been unable to help me for 2 years and sends me in circles. My current Equifax credit report and score is blocked and/or frozen for a reason unbeknownst to me. My other two credit reports from the other bureaus are pulling just fine. I have attempted to resolve this issue over the course of 2 years. When I call Equifax I am either directed to an automated line ( XXXX ) that serves me no purpose, or I am directed to a call center full of employees who are reading a script and can barely understand what I am saying. I was given instructions to fax over a copy of my Drivers License, Social Security Card, W2 form, my address, full name and phone number. Basically ALL the information anyone would need to completely steal my identity or compromise my life. They informed me that they need this information to confirm I am the holder of the Equifax account before they can alter the account in any way. I have sent this over to them on three separate occasions over the course of 2 years, and they continue to claim they have never received them. This means that my extremely sensitive information has been sent over a fax number 3 times and I have no idea where it ended up. This issue has reached a peak this month because I am attempting to finalize a mortgage loan and it apparently will not be processed until Equifax unlocks my account. I am appalled by their lack of communication and customer service and the fact that this could potentially ruin my chance right now of buying a home ( when my current place of residence will be unavailable beginning on XX/XX/2019 ) is infuriating to say the least. I am supposed to close on this home on XX/XX/2019. 

I contacted them on Wednesday, XX/XX/2019 and was informed I would need to fax my information ONCE MORE to them to the following fax number : XXXX. I sent it and received a confirmation that the fax was completed. When I called to ask them if they had received it they informed me it would take 5 - 7 business days. This will now be the 3rd time I have attempted this process via fax, as instructed. I was also told to mail my sensitive information to some address in Georgia : XXXX XXXX XXXX, XXXX, Georgia, XXXX. When I XXXX  that number and attempted to call the number that was associated with it, it did bring to me a woman who answered the phone by simply saying " Equifax ''. I asked her if this was the building that receives the mail and/or faxes that are sent in by those who are disputing a credit report, and she said that they no longer handle these things in-house and everything has been outsourced " to XXXX ''. I have contacted their Customer Support line ( XXXX, this is the number that at least directs me to a real person in their call center ), every day since I faxed my information over. 

This account freeze was not of my own doing, and they will not provide me a reason why it is frozen/blocked. I have made every attempt to contact every possible number listed on their website and they all direct me to this call center or to an automated phone or web system which only works if your account is not blocked. This bureau needs to be shut down, their operation is clearly broken and many people are suffering because of it with their information being severely compromised ( though they claim they take these steps to " keep you safe '' ). Not only am I worried all of my sensitive information is floating around or in the hands of the wrong people right now, I am also unable to move forward with my home loan and would have subsequently lost thousands of dollars spent during the process thus far.

Company response to consumer: Closed with explanation