Consumer complaint received 2019-08-28
Company: EQUIFAX, INC.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Investigation took more than 30 days

Complaint:
I am having issues with Equifax to correct records at their so that my identity can be validated. I had tried to open a checking acc. with XXXX but my application is denied due to issues at Equifax end which is preventing them from validating my identity. I already have a checking account with XXXX and couple of credit cards but this glitch at equifax end is handicapping me financially. In order to resolve the issue I had reached out to theEquifax on XX/XX/XXXX and Equifax 's customer service asked me to fax my documents - SSN, DL and Covering letter to their fax number and informed that the documents would be processed in 5 days .On XX/XX/XXXX I had faxed these documents.In the following week couple of times, I followed up with Equifax customer service. To my surprise the customer service agent was not able to find anything and the call was escalated call to supervisor. I was reassured by supervisor that my documents would be processed by XXXX XXXX by latest. I reapplied for XXXX checking account on XX/XX/XXXX and the application was again declined for the same reason. I again followed up with Equifax customer service and again needed gain needed an escalated call to supervisor. This time no concrete information was provided. I asked supervisor to register an internal complaint with Equifax but I was informed that Equifax does not have a complaint management through customer service. The consumer needs to send a mail to head office for complaints - thus creating an invisible block in registering a consumer complaint. Then I received a mail from Equifax - letter id - XXXX dated XXXX XXXX asking to send across SSN Proof card and Residence proofas evidence. These are the same documents that I had faxed earlier. I mailed these documents on XXXX XXXX. Then I received another mail from Equifax, letter id being - XXXX dated XXXX XX/XX/2019 asking again for SSN proof and residence proof. This was the third time I have tried to resolve the issue at Equifax but to it seems not to be resolved at my end which is hampering me financially. The key concerns I have with Equifax is 1.No concern about customer 's sensitive document despite of having a massive data breach 2. Non processing of my sensitive documents within the given time frame. 
3. Poor customer service - no definite answer 4.Customer impacted because of lack of service from Equifax 5 . As a customer I have spend close to 20 hours to resolve issue created by Equifax 6.No process to register customer complaint through customer service 7. Impossible to speak to live agent through Equifax ; s customer service number XXXX XXXX XXXX XXXX XXXX. One needs to XXXX another customer service number to touch base with Equifax 's live agent. 

I would want CFPB to take action against equifax as there may be lot of consumers impacted due to inept Equifax processes

Company response to consumer: Closed with explanation