Consumer complaint received 2019-08-14
Company: EQUIFAX, INC.
State: NH
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:
Tried calling in the beginning of XXXX regarding in issue with my credit report. I attempted to apply for a store credit card from XXXX XXXX department store in XXXX. They sent me a letter explaining that they could not grant me a store credit card because there was a home address mismatch. My FICO score was included at the top of the page, stating that it was XXXX. In early XXXX, I ran a credit report through XXXX. I saw my score was XXXX. The only person that could have affected my credit through this period of time was XXXX XXXX. I have made every single one of my car payments since I had opened up the loan in XX/XX/XXXX. I tried to get in touch with their customer service department, XXXX XXXX cash card department and XXXX XXXX billing department, but they " could not retrieve the letter that they sent out to me because it was computer generated ''. Then how did it get printed out, put inside of an envelope and mailed to me? 
Clearly, they had ran my credit multiple times in order to lower my score and get a higher APR rate. This is deceiving the consumer and is clearly a violation of practice. 

The first credit bureau that I filed a dispute with, was Equifax. I filled out their online dispute form, and when I got to the end of filing the dispute, they asked to verify my identity with security questions. They ask you such limited number of questions that relate to your personal life, and I had gotten a pop-up box that said that they could not verify my identity because I have two limited of credit history and I would need to contact their I filled out their online dispute form, and when I got to the end of filing the dispute, they asked to verify my identity with security questions. They ask you such limited number of questions that relate to your personal life, and I had gotten a pop-up box that said that they could not verify my identity because I have too limited of credit history and I would need to contact there dispute center/customer service center. Equifax is one of the bureaus who states my score is lower than it really is. So I called their customer service center after attempting to file this dispute in mid XX/XX/XXXX, and after asking me security questions to verify my identity, they claimed that they " could not verify my identity due to the limited credit history, so I would need to fax or mail a packet of my information including my Social Security card, my license, and a letter explaining my situation. '' I abided by these regulations at first, and sent my information via mail. I was told that I would get a response in 7 to 10 days. after not getting response after the 10 day mark, I called again and went through the same process and got the same response. I tried a third time two weeks ago, and got the same response. I even spoke with a supervisor of their customer service department, but still continue to get the same response. I was told that their " website is having technical issues, and should try again in 72 hours ". Tried again three days later to access my dispute that was said to me completed, and continued to be told that they could not verify my security information.

Company response to consumer: Closed with explanation