Consumer complaint received 2022-04-13
Company: EQUIFAX, INC.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
EQUIFAX 1. Since Sunday, XX/XX/XXXX, I have been struggling with Equifax and every day Equifax comes up with a new " problem ''. 

2. I initially used the Equifax website on Sunday, XX/XX/XXXX to remove a " freeze '' on my account so that my credit union, XXXX XXXX XXXX XXXX, could obtain a credit report for a mortgage application. Even though the website indicated that I had successfully removed the freeze, when XXXX XXXX XXXX XXXX tried to obtain my report the following day ( Monday, XX/XX/XXXX ), they were unsuccessful and told that the reason was due to a freeze on the account. 

3. On Monday, XX/XX/XXXX, I called Equifax to correct the problem. After more than 1 hour with the Equifax agent, he stated that he had removed the freeze on the account. He stated that there was also a fraud alert on the account which I instructed him to remove. He stated that processing could take 24 hours.

4. As there was a fraud alert on the account, I questioned the Equifax agent why I had not been contacted since XXXX XXXX XXXX XXXX had tried to obtain my credit report and the fraud alert was suppose to call me regarding this fact. The agent did not have a response.

5. On Monday, XX/XX/XXXX, I signed onto the Equifax website and obtained a screen print showing that there was no freeze on my account. I sent this screen print to XXXX XXXX XXXX XXXX. 

6. On Tuesday, XX/XX/XXXX, XXXX XXXX XXXX XXXX again tried to obtain my credit report. The credit union was unsuccessful and was told by Equifax that the problem was a freeze and a fraud alert on the account.

7. After receiving this information from XXXX XXXX XXXX XXXX, I signed onto the Equifax website ( Tuesday, XX/XX/XXXX ). The website stated that there was NO FREEZE and NO FRAUD ALERT on my account. Again I made a screen print which I provided to XXXX XXXX XXXX XXXX. 

8. On Wednesday, XX/XX/XXXX, XXXX XXXX XXXX XXXX tried for the 3rd time to obtain my credit report. Again, XXXX XXXX XXXX XXXX was unsuccessful. Equifax told them that there were now 2 problems - a fraud alert and an address discrepancy. I know my address and XXXX XXXX XXXX XXXX knows my address as they hold the existing mortgage on the house! The fraud alert was removed on Monday, XX/XX/XXXX and the Equifax website continued to show that there was no freeze no fraud alert on the account. 

9. On Wednesday, XX/XX/XXXX, I then tried to call Equifax. I provided my telephone number, my social security number, the house number of my address and my zip code. Then the Equifax automated system started asking questions generated from my credit file. Every question was about a some unknown loan that I did not have. After answering each question, the system stated that no agent could assist me. There was no way to speak to anyone. 

10. On Wednesday, XX/XX/XXXX, after having no success speaking to anyone at Equifax customer service, I tried to request my free credit report using www.annualcreditreport.com. On that website, Equifax declined my request with an instruction to call Equifax. I had already tried to call Equifax earlier that day and was denied access ( See # 9 ).

11. I signed onto the Equifax website to see if I could look at my credit report. My credit report online was completely blank - there was no information at all in the credit report. 

12. I tried calling Equifax for a second time on Wednesday, XX/XX/XXXX. Again I had to go through the security validation however because I had selected a different reason for my call, I did not have to answer the computer generated questions from my credit record that I had been asked earlier. 

13. ( Wednesday, XX/XX/XXXX ) I finally spoke to am Equifax agent. It was very clear by the accent that this was not a native-English speaking person. Furthermore, I could hear Spanish conversations in the background. This agent then started asking me security questions about my existing mortgage and auto loan which I answered. The agent then told me an incorrect birthdate on my account which would have made me over XXXX years old!

14. I questioned the Equifax agent how they could have such an incorrect birthdate for me. I knew for a fact that this account had been accessed by XXXX XXXX XXXX XXXX in XX/XX/XXXX, when I obtained my current mortgage. Why had my birthdate been changed. The agent could not provide an answer.

15. I must now make copies of my birth certificate and social security card and mail this documentation to Equifax in XXXX, GA. This process will take more than a week, during which time my mortgage application can not be process and I have lost the opportunity to purchase a home. 

How can Equifax change my birthdate on my account without any verification from me? 
How come Equifax has a different reason each day as to why XXXX XXXX XXXX XXXX was unable to obtain my credit report? 

Consumers have no power when faced with dealing with these credit reporting companies. Due to this situation, my life is on hold - I can not even rent an apartment because my credit report can not be accessed. Ironically, my FICO score is above 800!

Consumers continue to complain about these credit reporting companies but nothing gets fixed.

Company response to consumer: Closed with explanation