Consumer complaint received 2019-09-23
Company: EQUIFAX, INC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I was alerted to the fact that during the XXXX Equifax Data Breach my XXXX XXXX son 's information was breached. I did some research and my son should not have a file with any credit reporting agency. I believe my son 's SSN and name is being fraudulently used. On XX/XX/XXXX, I mailed a request for information on any files regarding my son and XXXX XXXX daughter. I also requested that if such files existed that they be destroyed. I provided copies of my children 's birth certificates, SSN cards, and my XXXX  driver 's license. 

On XX/XX/XXXX, I received a letter from Equifax XXXX dated XX/XX/XXXX ) stating the company had received my request regarding my daughter but needed additional information to process it. The letter asked for a copy of her birth certificate, SSN card, and proof of my identity such as driver 's license. I called the company to investigate what happened to the copies that were sent in with my request. The representative stated that he saw my letter in their system but could not find receipt of my children 's personal documents. Despite his failure to explain what happened to the original copies, he stated that I needed to send them in again and then added that I also needed to send in a copy of my SSN card. After some discussion, the representative claimed he checked Equifax 's system and the company had no files on either of my children. I explained that made no sense because my son 's information was listed in the XXXX data breach settlement claim records. With no response or explanation to my assertion, the representative told me to send in all of my family 's personal information again in order to be helped ( even though he just claimed there were no files on my children ). 

After that conversation and before I sent in any additional information, I received two more letters from Equifax ( both dated XX/XX/XXXX, one of the letters even misspelled my name ) regarding both my son and daughter. The letters requested copies of all of the personal documents I sent in with my initial request. 

Equifax has already lost the highly sensitive copies of the personal documents I sent in with my original request for any information about my minor children in their database. I am very skeptical that they are handling personal information in an appropriate manner to avoid instances of identity theft. Additionally, I believe Equifax misrepresented the information they have about my minor children in their database. If my son 's information was affected by the XXXX data breach then Equifax must have a credit file on my XXXX XXXX son. 

I believe the phone call is recorded and I believe the company 's representative ( employee # XXXX ) is recorded providing inaccurate information about the existence of requested records. Please investigate what Equifax did with the personal documents of my children and myself and why the representative misrepresented the existence of company files about minor children. ( I have attached all of the responses I received from Equifax. )

Company response to consumer: Closed with explanation