Consumer complaint received 2023-07-14
Company: EQUIFAX, INC.
State: LA
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: Problem getting your free annual credit report

Complaint:
I have been attempting to get this issue fixed for months. When I log into my myEquifax account to view my credit report, I am presented with this error : " Please give us a call and give this code to the agent : XXXX '' My credit report is therefore inaccessible both through the portal and through annualcreditreport.com. I have no problem logging into my account. I have done troubleshooting by trying different browsers, changing my email, changing computers, locations ( home, work, on my phone ), etc. I have tried with and without a XXXX. 

I first noted this on XX/XX/2022. Since then, I have called about the problem multiple times. Every single time, I go through troubleshooting with a friendly agent, who unfortunately tells me that they can not solve the issue and will have to escalate and that I will receive an email about the issue within 7-10 business days. I am sure this is another technical error - but no one ever reaches out. Not once have I received a follow-up email about my issue despite having called SEVERAL times over the last few months. I have verified that my phone number and email is correct in the system with the agents before escalation and even changed the email, but I still have never received any follow-up on the escalation. XX/XX/XXXX was one of the recent times I made a call of this nature. By XX/XX/XXXX, I had not received a follow-up, and I both sent an email detailing my issues and called again. That call ended the same way with the agent telling me they would have to escalate the issue and to call back again if I did not receive any follow-up within XXXX business days. I have still not received a call or a response to my email. Considering that was what I was told on XX/XX/XXXX, and the time before that, and the time before that, and so on, my issue will never be resolved. 

I lodged a complaint previously and got the following response : " Thank you for submitting your complaint through the CFPB Complaint Portal. In your complaint, you indicated that there were inaccurate items reporting on your credit file. Equifax has completed its investigation, including contacting the furnisher of the information, where applicable. A summary of the results are listed below : PLEASE BE SPECIFIC WITH YOUR CONCERNS BY LISTING THE ACCOUNT NAMES, NUMBERS, AND THE NATURE OF THE DISPUTE. We hope this resolves your concerns and, if applicable, a copy of the dispute results has been mailed to you. If you have any additional questions, you may call XXXX ( XXXX ) or you may visit www.myequifax.com. With myEquifax, you can create an account to manage your security freeze, add or remove fraud alerts, and initiate credit file disputes. Additionally you can access free Equifax credit reports and other products. You may also obtain a free copy of your credit report on annualcreditreport.com. '' This is not my problem, so obviously you did not find issues if you looked in the wrong place.

I just want to be able to access my credit report online as I am dealing with frustrating issues with my credit that are only worsened by the fact that I can not access my Equifax credit report without requesting it to be mailed to me, as this error causes me to be unable to view my report through annualcreditreport.com as well. I need this issue fixed. Being escalated by agents I have called has left me ghosted and back at square one too many times. It has been months and this is entirely unreasonable that no one ever calls me back to get this fixed so that I can access my credit report without requesting it being mailed to me.

Company response to consumer: Closed with explanation