Consumer complaint received 2023-02-02
Company: EQUIFAX, INC.
State: OH
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: Their investigation did not fix an error on your report

Complaint:
In XXXX XXXX XXXXXXXX, my husband and I purchased a vehicle using XXXX XXXX XXXX XXXX ( XXXX ) as our loan agency. We had XXXX XXXX on our vehicle from the beginning, and switched to XXXX XXXX XXXX XXXX when we purchased a house ( to bundle our home and car insurance ). A copy of our insurance policy was sent to the XXXX close to our home- which was overlooked. XXXX increased our monthly loan payments but we continued paying our normal monthly payments. In XXXX XXXX XXXX, our vehicle was repossessed. We quickly found documentation without our insurance policy that stated a copy of the policy was sent to XXXX, and our vehicle was given back to us and all fees were waived due to their mistake. 
In XXXX XXXX XXXX, we went to apply for a mortgage loan and our credit reports were pulled. The repossession showed up on both my and my husband 's reports, along with over XXXX reported late payments on our car loan. We were denied a mortgage loan, and went to XXXX to try to clear up this situation. They confirmed that we had never missed a payment, and gave me a phone number for XXXX XXXX  to talk to someone about getting the repossession taken off of our credit reports. After speaking to a representative, I was given an email address to submit my statement and documentation. Shortly after that email was sent, I received an email saying they audited our account and were pleased to inform us all late payments and the repossession would be removed from our credit reports. 
In XXXX, I went to check our credit reports and the repossession along with the late payments were off of XXXX, but still being reported to Equifax. I submitted a dispute with Equifax ( as did my husband ), and it was not resolved. 
We tried to pull our credit again a few weeks ago ( XX/XX/XXXX ) to try and apply for a mortgage again, and the repossession and late payments are still showing up on our Equifax reports. We went to the XXXX we used to live by ( the one who initially ordered the repossession in XXXX ), and obtained a statement on their letterhead stating that there are no late payments and a repossession on our account and it should be removed from our credit reports. I submitted this statement as a dispute on Equifax, and it was not fixed. On both dispute results, an address and phone number was listed for a XXXX office they claimed were making the reports of the repossession. I called the Equifax help line to try to solve this problem by talking to someone, and they confirmed this XXXX office was the one making these reports. I go to look up the address that was given on our results, and it was wrong. I go to call the phone number on the dispute results, and it was disconnected. 
I want the repossession and the late payments- both of which are false credit reporting - removed from our credit reports. I will seek legal representation for this if necessary, as I know it is a direct violation of mine and my husband 's rights.

Company response to consumer: Closed with explanation