Consumer complaint received 2019-07-22
Company: EQUIFAX, INC.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
To whom it may concern My family was looking to move earlier in the year so we contacted a family friend realtor and mortgage agent to start the process. When my mortgage agent tried to pull my credit report he found that Equifax had the wrong name. They had my middle and last name not my first middle and last. He advised me to contact them and dispute it and that it should be an easy fix so I did. Within a week I got a letter stating they could not process because of insufficient information. This was XX/XX/2019. So I called their XXXX number to see why. The person I talked to said that I worded it wrong and gave me word for word on how to submit/write my dispute letter. I made the changes and sent in 3 different types of identification and I heard nothing for weeks. The revised letter was faxed on XX/XX/2019. I called a week later to confirm they got my dispute letter and documents and they said they did and it will be reviewed and processed and I will get a letter within 30 days. 30 days go by and nothing. So I call again wanting an update on my dispute and why I have not received anything. After being asked a dozen or so security questions they said based on the verbal information I have given then that they could possibly ID me that I am who I am and would not disclose any information on my dispute. This happened four more times after this first incident. Now were on the sixth or seventh time now Im calling. I directly as for a manager or supervisor. I go through the same security questions and she tells me the same thing that I did give accurate answers to my security questions. I raise my voice and tell her its nonsense Ive given you my full name, address, social security number, birth date, mortgage company, mortgage payment, any open lines of credit and they still cant help me. I get put on hold, 10 minutes go by and she returns to the phone. Finds all the documents with my dispute letter and says it been processed but I would have to wait for a letter in the mail within 30 days to verify its been completed. They even gave me a confirmation number ( XXXX ). 30 days go by ... nothing. That was this past Friday XX/XX/2019. So I call yesterday morning XX/XX/19 and speak with another supervisor who says shes sorry but it was never processed even after they gave me a confirmation number. She says the department that handles this conflict is not open and couldnt give their direct lie to contact them because its against company policy to disclose that information. 
Moving is very important to my family and Ive tried and tried to handle this but I just dont have the time to sit on the phone for an hour everytime and keep having the same discussion with the people that cant help me. I need help because no matter how persistent I am about this I get no where. Please advise me on the on going issue. I keep being led that someone at Equifax is doing their job but obviously not. 
Thank you XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief