Consumer complaint received 2020-10-13
Company: EQUIFAX, INC.
State: CA
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: Was not notified of investigation status or results

Complaint:
I was over 2 months delinquent on my credit card which I rarely use due to a late charge from XXXX. The amount I was delinquent on was {$14.00} and I never once received a call from the XXXX XXXX department regarding my delinquency. I only learned about the amount owed after receiving a promotional offer from the bank about XXXX XXXX XXXX they offer. This promotional offer included the words " This is an attempt to collect a debt. '' in the smallest font possible at the bottom. With my girlfriend being in collections for 5+ years I knew this could not be good. 

On XX/XX/XXXX I contacted the bank and asked why I was never contacted regarding a delinquency of over 2 months. A representative name XXXX from the XXXX XXXX department told me, " We have cut down on outbound calls to give people less of a hard time due to the Pandemic. '' The decision of this company to " Decrease outbound calls ... '' has resulted in me never being notified of this {$14.00} delinquency on a credit card with a {$3500.00} credit limit. This has now destroyed my credit score. I was told I would receive a call back from a supervisor to help take care of my problem within 24 - 48 hours On XX/XX/XXXX, having not heard from a supervisor for a week, I called again and was connected to XXXX XXXX, a customer service Supervisor at XXXX. XXXX then told me the reason I was not called back was because my account did not belong in collections in the first place. I then proceeded to explain my situation to him and he sat with me on the phone, assisting me in filing a Credit Bureau Dispute and assured me it would be sent out first thing Monday to help get the delinquency removed from my credit report. XXXX asked if I would still like to speak to a supervisor to which I said yes and was told I would receive a call. 

On XX/XX/XXXX, I was finally contacted by a supervisor and told them that XXXX was wonderful and helped me through the Credit Bureau Dispute process. 

Now, XX/XX/XXXX, I called to inquire as to why I have not heard back about the Credit Bureau Dispute and was connected to XXXX XXXX, another customer service supervisor. He first told me that " I am having trouble pulling up your information due to our system taking a long time to load. '' Getting the sense I was being hoodwinked yet again, I persisted and he eventually told me that No Report Had Been Filed and that the only thing he could do is file an internal complaint. 

Due to the gross negligence of this company, I was never contacted by their collections department about a 60 past due {$14.00} besides a promotional email which has been attached to this Report. Besides being out right lied to about a Credit Bureau Dispute being filed by XXXX XXXX, this failure to contact me due to " cutting down on outbound calls. '' has resulted in my at the time great credit score being knocked down more than XXXX points. 

All of these calls should be recorded and I have time stamps for each conversation. 
My Case ID with XXXX : XXXX

Company response to consumer: Closed with explanation