Consumer complaint received 2021-03-31
Company: EQUIFAX, INC.
State: FL
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 want to report Equifax for freezing my credit without my consent then claiming my information is wrong and not giving an opportunity to gain access to my credit information. When I verified my personal information verbally I called XXXX and the representative on that day XX/XX/XXXX told me my information could not be verified by their system I provided all the answers to their questions truthfully and accurately they then said their system could not verify me asked me to fax my license and social security card to the fax provided XXXX. I sent them the information the very next day XX/XX/XXXX from my job where I have access to a fax machine and the machine gives a fax confirmation report so I know it was sent to them successfully I then call them XXXX to verify they received it and the rep ( XXXX ) said it would take 3-5 business days just for them to verify that in addition she told me just to wait for a letter in the mail. Keep in mind the Equifax 's call center reps seem to be outsourced to another country I can tell because all the reps have accents and dont sound like they care at all about my situation when I call thats if you can work around the automated system to actually reach a customer service rep. Any how I waited more than a week, I called them again yesterday one rep just told me to keep waiting for them to be able to verify that they received my documents I explained to them they told me 3-5 days and its been two weeks already why do I have to keep waiting she ( XXXX ) could not answer my question I asked if she had access to the que if she can check on that day XX/XX/XXXX around XXXX XXXX  is when they should have received it she put me hold only to return to say they had not received it and could not provide further details keep in mind before I speak to any rep I try the automated system first to see if my information has been updated making it verifiable but nothing so i asked for a supervisor I waited so long I guess the rep forgot to refresh the call or let it slip back into the que and I explained to the rep who answered I am not a new caller had been on the phone for over half an hour at that point she assured me she would get a supervisor I walked another 45 minutes before I had to disconnect the call the call was an hour and 15 minutes today i refaxed the paperwork but I am still at a loss as to why this happened in the first place, why Equifax is saying my information is wrong and why they cant do something simple like check for a fax or let me speak to a supervisor. I recently leased a car which is the reason why I need this information the deal is contingent on the report from Equifax which neither I nor the dealer has been able to obtain and Equifax has not been much help at all. I know by law I am entitled at least to one free report a year so the credit bureaus have to comply with my request as a consumer but at this point they are not and their online resources do not provide any help either nor can I find the information for a supervisor or customer service email online this has to be some sort of crime making it this difficult for me to obtain my own report when I know their system has been compromised before so they are doing a great job of keeping the actual consumer out of my own credit report but not hackers so I do not understand nor agree with their processes and its not like there is another Equifax I can turn to at this point ... I have records of everything my successful fax transmission, calls logs, text messages between the dealer and I as well as written notes of my interactions with these Equifax

Company response to consumer: Closed with explanation