Consumer complaint received 2022-03-19
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:
In late XXXX I call Equifax because I was having issues with logging into my online account. Speaking with the rep I inform her of the issue and she tells me that in order to reset my password she would need to identify my identity by asking me some questions associated with my account and information included in it. I provided the answers with no problem but when the rep asked me to verify the date of a dispute I filed on an account I could not recall the date and seeing as though I was not able to access my online account I was not able to provide the answer. I was then told that in order to verify myself and reset my online password I would need to send in a copy of my id and social security card. I was confused and upset and decided I would call back at a later date because I was not comfortable with sending my personal items via USPS. In XXXX of XXXX I called Equifax to attempt to clear up the issue again. I spoke with a male rep whose name I cant remember and explained to him my situation. He then informed me that he needed to verify my identity and by doing so he would be sending me a link via text message and I would need to upload a picture front and back of my id. After about 5 attempts all of which were unsuccessful, the rep suggested that I could either mail in my id and ss card or I could fax them. I took down the fax number and repeated it to ensure it was correct and once I got to work I would fax the documents when I was able to. I did just that and the fax was completed in which i received a response for. I was told by the rep that faxes received were sent to a computer file and it should take about 1-2 weeks to be seen on their end. It took about 22 days, and when I called and spoke with a rep to verify documents received and finally resolve this situation, I was told my documents were not in the file system. I was extremely frustrated because after several attempts calling asking to speak with a manager and/or supervisor being placed on hold and then being disconnected, calling back explaining to another rep my issue, being hung up on, not being understood, not understanding the rep due to heavy accents only to be told that my legal important documents were not received I ended the phone call in tears! I gave up until XX/XX/XXXX. I went on annualcreditreport.com and received a free copy of my three credit reports. When I looked at my Equifax report it showed no useful information and no open or closed accounts and it said " File blocked for promotional purposes. '' Again in order to share information with me regarding my account I needed to verify my identity and again I'm sent a text message to upload a picture front and back of my id which i told the rep was not going to work and after the fourth attempt I asked to speak with a member of upper management. The reps name he provided was XXXX XXXX and his employee number he provided was XXXX. I waited and waited and XXXX came back on the line to tell me that he has messaged all of his managers and none of them were available. I asked for their names but was not provided that information. This issue still has yet to be resolved and I still can not access my online Equifax account and there is still a block on my credit file for promotional purposes. Each time I call Equifax and ask to speak to a member in upper management I am placed on hold with no results. I have yet to speak with a member of management whose primary language is English. The language barrier makes it even more difficult to explain and be understood. No matter what number I have called associated with Equifax I am connected to the call center. There id no number, e-mail or fax number available that would provide an immediate response and I refuse to send another document via fax or snail mail for fear that I will be told again that it has not been received. My id and social security card/number is now out there being possibly being used and abused by who knows and for any and everything. I am trying to repair my credit in hopes of purchasing my first home as a single mother. With this on-going dilemma I may never get the chance. I am asking for some assistance with results. Equifax needs to improve their customer service and ensure customers that if upper management is requested that the request be fulfilled by an actual member of management and not the employe sitting next to the one being spoken to. This is peoples credit and their livelihood that is at stake and should be handled with care and not with repeated disconnections and recorded scripts while on hold.

Company response to consumer: Closed with explanation