Consumer complaint received 2021-05-26
Company: FIRST ADVANTAGE CORPORATION
State: TX
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: Their investigation did not fix an error on your report

Complaint:
Originally, on XX/XX/2021, I initiated a conversation with First Advantage XXXX  to file a dispute regarding an error in the credit report received after their first investigation. They told me that 'their team ' had contacted the XXXX XXXX XXXX XXXX XXXX and 'verified the case to NOT be dismissed ' and the report was not amended due to this fact. I then placed a call to the XXXX XXXX XXXX XXXX XXXX in California myself, and spoke to the Records Clerk in charge of official document files. They informed me, after I gave them my case number, that the case was in fact showing dismissed. She was confused as to how First Advantage XXXX had received the wrong information during their investigation, as everything in my file shows dismissed. I then made my second call to First Advantage XXXX, to report what the clerk had said, and the only option offered to me was to file another dispute. The original dispute took almost 3 weeks to complete, and my potential employer received notification that it was completed with no amendment, but I did not receive this notification. I only found out it had been completed when I called to get an update, and subsequently filed the second dispute. I also requested to have a supervisor call me back, so that I could get more clarification about how the inaccurate information was obtained, and to hopefully have them call the same number that I did, to verify the case was dismissed. I received a callback from the supervisor later that day XXXX Friday XXXX. She was very knowledgeable of the case up to that point, and assured me that she would take it upon herself to call the Records Clerk at XXXX XXXX XXXX XXXX XXXX to verify the information, and that I would be receiving a callback from her on Monday. It is now Wednesday of that same week and I have yet to receive a callback from a supervisor or anyone from First Advantage XXXX, even after calling both Monday and Tuesday to seek assurance that I would be receiving that call. The only response I get is that I can submit a new request for a supervisor callback, or just simply 'wait ' for her to call. In an effort to speed up the process, I sent a personal check for {$25.00} along with a Request for Copy of Official Record to the XXXX XXXX XXXX XXXX XXXX on XX/XX/2021 and it was only just delivered today, so it will be a few more days before I am to receive that document stating the same thing that the Records Clerk told me over the phone. I don't believe it is my responsibility to take these steps on my own, let alone have to pay for processing fees to receive documents that are so easily verified with a simple phone call. My potential employer has been very patient with this process, but is unable to wait much longer for this to be settled, and I would hate to lose this opportunity due to an error in legal process.

Company response to consumer: Closed with explanation