Consumer complaint received 2020-03-18
Company: Factor Trust
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: Problem with personal statement of dispute

Complaint:
Received multiple notifications from credit monitoring services on XX/XX/XXXX stating that a hard credit inquiry was performed on my credit file. In investigating what happened, FactorTrust and XXXX XXXX XXXX were listed as having performed these fraudulent, hard credit checks. I disputed the incorrect data with FactorTrust online and received a letter back from FactorTrust on XX/XX/XXXX stating that all the disputed data was was submitted with a valid application for credit. I then began working with a credit restoration specialist and submitted a second dispute of the incorrect data via mail on XX/XX/XXXX which included a copy of my driver 's license, list of disputed data, personal identification information and an FTC identity theft report. I received a letter from FactorTrust on XX/XX/XXXX stating that they wouldn't start the data dispute until I had obtained a copy of my FactorTrust credit report ( FactorTrust had sent me a copy of my credit report with their XX/XX/XXXX dispute resolution letter and that is what the second dispute was based on ). A call was placed between the credit restoration specialist, myself and XXXX from FactorTrust to  discern why FactorTrust wouldn't process the data dispute. XXXX said XXXX XXXX XXXX would have to remove the fraudulent data before they could remove it from my credit file and that XXXX   hadn't done that yet. The credit restoration specialist and I placed a call to XXXX XXXX XXXX immediately after the call to FactorTrust and spoke to XXXX XXXX who said that the fraudulent credit inquiry was removed on XX/XX/XXXX. The credit restoration specialist and I prepared a third dispute letter which included the FactorTrust credit report number and all the same data that was previously sent. That letter was mailed first class mail on XX/XX/XXXX. I've received no communication from FactorTrust as of XX/XX/XXXX. On XX/XX/XXXX the identity theft specialist tried to contact FactorTrust regarding the data dispute which directed her to the FactorTrust.com website for obtaining a copy of the credit report. That website redirects you to the XXXX website with no obvious way to obtain a FactorTrust credit report. A call to XXXX  ( of which FactorTrust is a subsidiary ) revealed that no one below a 3rd level supervisor knows that FactorTrust is in any way associated with XXXX. That supervisor said that XXXX XXXX XXXX was still showing up in my credit report supplemental data and I was able to dispute it on the phone but XXXX  ( XXXX ) said that the data in the supplemental file was reported to them from FactorTrust. I asked XXXX if he could find a way to get in touch with FactorTrust because the FactorTrust phone number went straight to voicemail and the 30 day time limit for the dispute resolution had expired. XXXX said he would get in touch with his supervisor ( XXXX ) to get me contact information. About an hour later I received a call from a FactorTrust representative that said the status of the third dispute had been mailed along with a copy of the credit report ( neither has been received as of the date of this complaint ). FactorTrust did not properly investigate the first data dispute, refused to process the second data dispute ( even though the other prime and subprime credit bureaus ( XXXX, XXXX, XXXX, XXXX and XXXX ) all processed data disputes with the same data that was sent to FactorTrust ). FactorTrust failed to complete the investigation of the third data dispute submitted within the required 30 day timeline required by the Fair Credit Reporting Act.

Company response to consumer: Closed with explanation