Consumer complaint received 2022-04-13
Company: EQUIFAX, INC.
State: MI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
In XX/XX/XXXX, I contacted my bank because I noticed, through XXXX XXXX, my credit report was not showing. I had no previous credit. I had opened a credit card in XXXX of XXXX with the intent to build credit to be pre-approved for a mortgage in XXXX of XXXX. The bank admitted they set up the credit card incorrectly so it was not reporting to any of the credit bureaus in XXXX of XXXX. The bank fixed the card and reported my credit in XXXX of XXXX to Equifax, XXXX, and XXXX. It reported correctly through XXXX and XXXX. But, Equifax put a fraud alert on my account. So, in XXXX of XXXX, I called Equifax and was told by a representative that my information was not being reported accurately. I was told I needed to mail in a copy of my social security card, driver 's license, and a letter explaining the situation. I mailed in the information to the provided address, XXXX XXXX XXXX XXXX, Georgia XXXX, on XX/XX/XXXX. I called one week later and was told it was not received yet, and to wait a full two weeks and call back. I waited one more week, and called Equifax at the end of XX/XX/XXXX. A different representative told me that the documents had not been received and to fax a copy of my social security card, my driver 's license, and a letter explaining the situation. I did receive in the mail a letter from Equifax stating my documents were received, but they could not report my credit. After the call, I called my bank who claimed they were reporting all the information correctly so I needed to file a dispute with Equifax. I called Equifax again, and explained that my bank wanted me to dispute. Equifax said I could not dispute because I do not have an account with them. I do not have an account because they will not report my score due to the fraud alert they put on my account. I faxed a copy of my social security card, driver 's license, and a letter explaining the situation to Equifax on XX/XX/XXXX. I called a week later, and was told the fax was received, but Equifax needed 5 business days to process the information. I called back in five business days, on XX/XX/XXXX, and a different Equifax representative told me that they no longer accept fax for the company, so I would need to mail in my information. I explained I had already mailed it in once, and I was told to fax the second time, but Equifax said this is what I would need to do to get the alert off my account, there was nothing else they could do. Again, I received a letter in the mail from Equifax stating they received my documents but could not report my credit. So on XX/XX/XXXX I mailed in a copy of my social security card, my driver 's license, and a copy of the incident. I was given the same address listed above. On XX/XX/XXXX I called Equifax for an update, and I was told by a different representative that my information had not been received and to try to sent it in the mail again. I confirmed the address was the same from before, and it was. This time, I was told to include a utility bill to prove my address. The bank confirmed my correct information is being reported correctly, and each month it has been successfully reported through XXXX and XXXX. I am uncomfortable mailing in my personal information once again, since I have done three times over the past three months. Each call I have spoken with a different representative who won't help me come to a solution. Since I can't dispute with Equifax, our bank can not help me either. This has kept me from getting pre-approved for a home loan for the past three months and robbed me of housing opportunities. This whole process has left me incredibly anxious about sending out my personal information and my husband had to co-sign with a relative so we can find affordable housing. Because of this, we are forced to put down a higher down payment, monthly payment, and we received a higher interest rate.

Company response to consumer: Closed with explanation