Consumer complaint received 2023-01-20
Company: EQUIFAX, INC.
State: IN
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: Problem getting your free annual credit report

Complaint:
My complaint comes to you after trying to obtain my free annual credit report from all three bureaus. This complaint is not about XXXX or XXXX XXXX ; this is all about Equifax. When I tried to pull my credit from annuall credit report.com the problem started there. I had no problem obtaining XXXX or XXXX XXXX ; however I was given a message to contact Equifax 's customer care. I was unsuccessful as well at trying to get into my account at Equifax 's site. The following are the steps that Equifax themselves gave me to verify my identity. I was sent multiple links to upload a picture of my drivers license which was unsuccessful with each attempt. My phone would capture the image and all I would receive was a " try again '' message which was done numerous times on different dates. I also was instructed by Equifax to submit for a verification code that I would receive in the mail. I did this as well and waited for the code to come and that also was unsuccessful when trying to use. Back on the phone again with customer care explaining that the code did not work just to be told that the only option that the computer was giving them was to send me the link to upload my Drivers License. I explained this was already done several times and was unsuccessful, but you can not argue with the people you are trying to get help from. I was sent yet another link and uploading my license did not work again, and again, and again. The same error " try again ''. This time the agent informed me that the only other option I had was to submit a copy of my drivers license and social security with previous addresses and a cover letter via fax or in the mail. The fax with all of the information was successfully sent to them as I have the confirmation. After waiting the appropriate amount of time after sending the fax and I reached out to Equifax they stated that they could not verify my identity. The customer service agent said the only other thing they could do was to send me another link for my drivers license to be uploaded ; which again failed. I spoke then with a " manager '' who I explained the whole situation to. He basically told me to resubmit the fax or mail this information. I asked him after jumping through all these hoops that they already asked me to do and none of them work including the fax that I had the confirmation that they received what good would it do for me to continue repeating the processes that get me no where. I asked him if I were to resend the fax ( which I am not comfortable with to begin with ) that I would probably be told that I would have to do that again too, to which he stated " probably ''. I have done everything this credit bureau has asked for other than submitting my DNA for verification and I have nothing to show for it other than hours of my time being wasted. I have had no issues with the other Bureaus and I think Equifax has something so messed up with my credit and no one can be bothered to help me.

Company response to consumer: Closed with explanation