Consumer complaint received 2021-09-26
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
My XXXX XXXX account stopped updating with my equifax credit score on XXXX XXXX. I reached out to XXXX XXXX on XX/XX/2021, & was told by a representative Equifax was not transmitting the data to XXXX XXXX and this was an issue on Equifaxs side so i needed to contact them. I tried contacting equifax but was unable to get through to a live representative due to their ridiculous automated system so I decided to leave it alone, figured it wasnt causing that big of problem since i Could still view my score on Equifax website. However it is now the end of XX/XX/2021 and i tried to request a credit limit increase on my XXXX XXXX card which was supposed to have automatic increase but wasn't for some reason and its was declined stating credit bureau information is missing or unavailable. I spoke to XXXX XXXX representative on XXXX XXXX who informed me the problem was on Equifax side and thats who I needed to contact. I contacted Equifax the same day and after multiple attempts I finally got through to a representative. The rep informed me there was no freeze or lock on my account which i already knew because i never placed one. He then said there did seem to be a fraud alert and he would transfer me to another department to have it removed. The next rep said the fraud alert would not prevent any creditor from pulling my credit report but he had removed the alert. I told him if that was not the issue then i needed the root cause to be found because i need my bank to be able to pull my credit report and this issue was affecting my credit limits and in turn going to affect my credit score. He verified my personal information was correct and stated there was nothing else he could do all I could do was wait. I requested to speak to someone in the IT department hoping they would be able to find some type of issue and solve it and he refused to let me speak to them stating they dont take incoming calls. I then requested for him to escalate my account to the IT department then and let them know what was going on so the issue could be fixed and he refused stating Equifax could do nothing else. I asked to speak to a supervisor and after him also refusing to help me any further i asked for his employee ID information to submit a complaint and he hung up in my face. Being that 2 different credit companies are tell me that they are unable to retrieve my Equifax data then there must be a problem on Equifax side that they are refusing to look into or solve. I can not raise my credit score without creditors being able to access my credit report and need this resolved asap. After a quick XXXX search i found multiple articles of people with the same problem with Equifax so I dont know why Equifax is acting like it is unheard of. It is currently XX/XX/XXXX, and i am still having the same issues with XXXX XXXX and XXXX XXXX being able to access my information.

Company response to consumer: Closed with explanation