Consumer complaint received 2020-01-22
Company: EQUIFAX, INC.
State: VT
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: Other problem getting your report or credit score

Complaint:
I have a monthly account with XXXX  as I have been preparing for a mortgage for this year. I pay to have all 3 pulled together monthly on the XX/XX/XXXX so I can also see my Fico 8 score and my mortgage score and get it to where its needed to secure a mortgage. I had recently pulled it manually on XX/XX/XXXX because I had paid things off and wanted to see where I stood and I wasnt able to get the report from Equifax but had no problem with a new report through the other 2 bureaus.

I also tried directly on the Equifax site and havent been able to obtain one since  XX/XX/XXXX. I immediately called Equifax and was told I had to verify my identity and send them a copy of my s.s. card, license and utility bills. I immediately faxed that on XX/XX/XXXX. I called them a few days later they confirmed all the information and verified that it was good and continued on to ask some more identification questions to pass. Once that was done she said all was good and she would process everything. When she did that she said an error was coming up and that it needed to be escalated to consumer affairs but unfortunately they werent open at that time. I spent more time during the week calling having to verify information again with questions, having calls drop regularly and their phone systems not working properly. Finally on Saturday the XX/XX/XXXX after many dropped calls and hours on phone I was sent to consumer affairs. They said it was just a matter of updating names because of the capitalization and lowercase and uppercase. That was there reasoning for my mismatch error I was getting through XXXX, so they say. During the updating he suggested I go directly through equifax too and purchase their product so I agreed but they had problems with that and said they would put a ticket in and figure it out but that wouldnt affect my credit being pulled anywhere. They assured me I would not have any problems with my report being pulled. Well today XXXX could not automatically pull my 3B credit score and report with equifax because of mismatch information. They said they fixed it and I spent hours on the phone and am at my wits end. If I call back I will go through all the verification again if Im lucky Ill get to the consumer affairs. They didnt seem to really know how to deal with this. I have a mortgage application that I will need to pull to begin my process come end of XX/XX/XXXX and this right now does not help and Im not sure where I completely stand without those scores included. Im reading horror stories of many others having their mortgages held up because of this. I find that this happening in our country to be unacceptable to not be able to pull our own credit report and feeling held hostage by one company. I would very much like this resolved. 
Any help going forward would be appreciated. 
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VT XXXX XXXX

Company response to consumer: Closed with explanation