Consumer complaint received 2017-08-10
Company: EQUIFAX, INC.
State: IN
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
1. I am XXXX and protected by civil rights laws, primarily the ADA. 2. My FICO score aka credit score has risen steadily in recent months. In XXXX it was XXXX, as reported via my XXXX XXXX account. At the same time, I unfortunately had to make heavy use of my single credit card, which is from XXXX, and the balance neared the maximum in XXXX. 3. That entire balance was paid as of XXXX XXXX. However, that balance caused my XXXX XXXX score to decline to XXXX. 4. Having paid my credit card balance, however, I assumed that I was in good shape credit-wise to complete a long-standing arrangement with my bank, XXXX, to apply for an equity loan for my home. ( This is my first home, which I was only able to afford because of an inheritance, having been XXXX, and very low income ( my only income is SSI ) for many years, and even homeless for long periods. ) XXXX had previously made verbal guarantees to me about receiving the loan. 5. The application was completed in XXXX, and promptly denied by XXXX. The banker I dealt with told me that my low credit score was a factor, although that was not specified in the denial letter from the bank. Who, of course, could simply have checked that score ( or advised me to ) before I submitted the application, but did not do so. By the way, I faxed a letter of complaint to XXXX CEO XXXX XXXX on XXXX XXXX. He has not responded. 6. My FICO score only rose to XXXX, versus the previous level of XXXX, in XXXX. Because of the involvement of XXXX XXXX and Equifax in this matter, specifically having to do with my revolving credit balance, I filed a dispute with Equifax on XXXX XXXX. That shows as " completed '' on XXXX XXXX. Equifax does not and will not provide details as to how or whether the dispute process affected my credit score. 7. I expected a further increase in my XXXX XXXX score. It was updated on the XXXX XXXX site today, and has actually DECLINED to XXXX! 8. Today I attempted to access my Equifax credit report online, expecting free access due to the XXXX dispute process. I was unable to do so. Therefore I attempted to contact Equifax by phone. EQUIFAX MAKES IT EXTREMELY DIFFICULT FOR CONSUMERS TO CONTACT THEM BY TELEPHONE. I AM CONVINCED THAT IS INTENTIONAL. Phone numbers provided on the web site only go to " automated ordering systems. '' By searching with XXXX, one can find other numbers. When I called a number to reach a customer service rep, about XXXX today, the recording stated that none were available, to call back " between XXXX and XXXX '', and then my call was disconnected! 9. Fortunately I found a direct number to their Georgia office I had written down weeks ago, and called it. I asked to speak with a supervisor. I had received a return call, very courteous, when working on this weeks ago. MY CALL TODAY WAS DUMPED TO AN OVERSEAS CALL CENTER. When I phoned back, THE SWITCHBOARD OPERATOR HUNG UP ON ME. 10. A different person answered on my 3rd call. After a very long wait, I spoke with a domestic call center person employed by Equifax. I provided my dispute number. I asked why my credit score had declined despite the dispute being resolved, and if there was any relation between the two. What ensued was that the person was UNABLE to determine why my credit score had declined! She " checked with a supervisor '' several times. They BOTH were UNABLE to provide any information as to how the dispute resolution had affected my credit score! The person first attempted to persuade me to call XXXX, which does not provide free services to consumers. She then told me repeatedly to consult a credit counselor - about EQUIFAX INFORMATION! I complained repeatedly and the only result was adamant refusal to resolve these new problems. 12. I am only guessing here, but it seems that the only credit activity which may possibly have affected the drop in my FICO score is the inquiry in XXXX from XXXX XXXX. 13. Therefore I am requesting that CFPB investigate the facts stated above, and require full explanation an resolution from : A. Equifax B. XXXX

Company response to consumer: Closed with explanation