Consumer complaint received 2022-10-29
Company: EQUIFAX, INC.
State: IL
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 called Equifax in XXXX of XXXX to inquire about an unexplained XXXX point increase in my score on XX/XX/XXXX. As a result of noticing this I realized there were several unauthorized accounts on my report. I filed a dispute with them ( XXXX ) and a subsequent one to that and still have not received the remedy I am entitled to. 

In an attempt to help them I called Equifax several times between XX/XX/XXXX and XX/XX/XXXX and again on XX/XX/XXXX before filing this. The issues I experienced surround their phone call verification for identification purposes as well as their refusal to service my request for help, due to being notified that the call was being recorded. Below is a brief synopsis of these experiences : XX/XX/XXXX - XXXX XXXX XXXX XXXX XXXX XXXX stated I needed to file a police report before she could assist. 

At XXXX - XXXX XXXX I would also need to file an FTC report before he could assist. 

At XXXX I was transferred to XXXX in the Fraud Dept who then passed me onto XXXX XXXX 
Before XXXX and I began he stated he needed to authenticate me via email address, phone number, home address and social security number - these were all unreasonable as their automated system had already verified my information. At XXXX my line with XXXX was disconnected. 

At XXXX I called back to complete the verification. By XXXX their automated system would not verify me and I was informed I had to mail or fax the requested documentation, by the automated system. 

At XXXX I spoke to XXXX XXXX He then transferred me to XXXX. XXXX and I talked until XXXX after several failed text message verification attempts that included the use of a broken link he sent to me. Attached is a copy of a screenshot with the error message that appeared after clicking on the Equifax link. The link he sent lacked the integrity to verify my identity. 

Between XX/XX/XXXX and XX/XX/XXXX I made several calls to Equifax to once again, inquire about the unauthorized accounts. The same broken link was sent to " verify '' me. Once that failed, they began asking me questions that " will verify you ''. Unfortunately, the questions asked were invalid in nature. Example : Select the correct answer to this question by pressing 1 through 5. " For the charge account just described how much is your payment? '' When I asked for what charge account are you referring to, I was told, " For the charge account above. '' After asking to repeat the question, he said, " What is the name of the charge account loan of the lending institution listed on your credit report. '' There is NO accurate answer to this question because there is no such thing as a charge account loan ... on my account. In fact, the question is highly misleading because there is no such thing as a charge account loan. As a result, the default classification for not being able to be verified resulted in me not being able to proceed with the call. 

On XX/XX/XXXX I spoke to XXXX ( XXXX ) who wouldn't help me. I was transferred to XXXX, who when asked if everyone had difficulties getting verified, he stated that, " ... it depends on your profile. '' This is not fair nor should be used as a basis for who receives assistance. 

XXXX XXXX was the next rep to step in, but she demanded I provide her with my entire social security number- to which I objected. As I stated to her I am not comfortable providing that to her because she worked for the very company who committed identity theft on me ( see previous filing ). I then stated to her that I am not required to provide my full social security number in order to receive the benefit of assistance. She then refused to escalate my call the her supervisor until I told her I was recording the call. After placing me on hold, she came back on the phone and stated that a supervisor would call back. Today is XX/XX/XXXX ... and I have yet to receive a call back from an Equifax supervisor. 

Finally, on XX/XX/XXXX I called back to Equifax hoping to have them place the removed accounts back onto my report, along with removing the remaining inquiry. After 18 minutes, the rep came back on the phone stating he could not continue with the call since I told them I was recording the call, pursuant to company policy. I asked him to email me the policy and he stated he could not. Attached is a copy of that call 's recording. 

Equifax has caused me harm by not correcting my report, resulting in credit denials and delays in my ability to obtain credit. They're continuing to engage in bad faith by being dishonest about their authentication process. Equifax misrepresented the corrections to the consumer financial protection bureau and have offered no way or interest in fixing their fraudulent activities.

Company response to consumer: Closed with explanation