Consumer complaint received 2022-12-28
Company: Early Warning Services, LLC
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
The company refuses to answer any questions over the phone. They provided inaccurate information over the phone regarding how long it will be for the report to generate. I asked for a supervisor to verify and the representative ( XXXX XXXX refused to transfer me stating I could call back or he could leave a request for a supervisor to call me. 
He purposefully disconnected the phone call when I stated I would hold for a supervisor or wanted to be transferred to another representative. 
A XXXX phone call to the call center resulted in the rep stating they would have to submit a " request '' for a supervisor callback. This callback was hours later and I was not home. 

This is day XXXX at XXXX XXXX  EST. No return call from a supervisor, I called at XXXX XXXX  EST ( they open XXXXXXXX XXXX XXXX and again requested a supervisor call back. The account is my son 's, but I am the one filing the complaint because of how I was treated over the phone, and the rep seemed to be able to pull up an account since he put me on hold to " read the notes ''. I was told a call back request was submitted, and was asked when a good time to reach me would be. I told them XXXX for lunch or I get out of work at XXXX EST. 

I called for the XXXX time, a short time ago, to ask again since there is still no return phone call. This rep stated she could not find an account using our last name, and asked roughly XXXX separate times for my son 's XXXX. 

They should not need his account information in order for me to receive a call back. If the rep this morning pulled up the account without that personal info, why couldn't this evening 's rep find it? Did this mornings rep lie? Have I waited all day for nothing? Why can't ant we be transferred- why do we need to wait so long for a supervisor callback? 

They are essentially holding my son 's account ( joint with me ) XXXX since the bank has restricted access to it due to the report this company supplied. They delay our access to this report claiming it takes time ( up to 15 days ) to generate, yet it would have already been generated in order for the bank to make their decision. Other credit reporting agencies offer their services online, and yet this company seems to be making this process far more difficult than it should be. 

The call center is providing inaccurate information regarding generation times, and the XXXX representative intentionally disconnected the call. Customers should not need to request a callback for a supervisor, and should be able to be transferred to XXXX. There is no verification process that the rep actually forwarded the request. The representatives should not require a XXXX to submit information for a supervisor request. 
This company should be providing instant access to consumer reports.

Company response to consumer: Closed with explanation