Consumer complaint received 2017-06-22
Company: EQUIFAX, INC.
State: MO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
The problem that I am having is with the EQUIFAX credit bureau. There is two issues that I will be addressing here today XX/XX/2017. ISSUE # 1 : I have been talking with EQUIFAX about updating my personal information. I got married almost three years ago and it was n't even two weeks after I got married that I updated everything and I do mean everything from my maiden name to my married name. My Missouri State ID and my Social Security Card and etc. Shortly after I received the updated documents I then sent it in to all three of my major credit bureaus. And for some reason my " XXXX and my XXXX  '', show my current name but my " EQUIFAX '' does not. The name they still have on file is my maiden name. I then moved and gave them the information again and yet my name still is not updated. They updated my address but not my name. So I then question them about this " HOW DO YOU UPDATE MY ADDRESS, BUT NOT MY NAME IF YOU DID NOT RECEIVE SAID DOCUMENTS ''? To only be told that there is " ABSOLUTELY NO RECORD OF ME SENDING SAID DOCUMENTS '', to have my name updated from my maiden name to my married name. So then I was told to send said documents to they 're email address that was provided by them to me. To again to be told that they did not get this information from me. when I clearly got a confirmation email from them after I sent it. Then on top of it all I also get told that they can not or will not recognize the said documents for a name change because it was n't mailed in and or faxed in. But I clearly explained my current situation to them which is this I do not have my own vehicle at this time and getting around is really difficult for me at this time. So there for I do not have access to a fax machine and I also explained to them that my mail runs really funny where I live at and there 's times where we do not see a mail carrier and also at times when we do get mail it 's not my mail. I told them that we have an issue with our local post office at this time and despite the consent complaints we as residence have made we still get each others mail if we get any at all and that I do n't feel comfortable in leaving my personal information in my mailbox til wherever it gets picked up and they said that they understood my situation and suggested that I send said documents to them by email. But now its a problem and they ca n't and wo n't except it like that that way. I also explained to them that I am suffering from " IDENTITY THEFT '', and I really do n't feel safe sending my information by mail. Plus, I made the argument that " WHY WOULD I SEND IT ( MY PERSONAL INFORMATION ) BY MAIL AGAIN WHEN YOU CLEARLY CLAIM THAT THERE IS NO RECORD OF ME SENDING IT THE FIRST TWO TIMES ''? I also made the argument that " HOW DO YOU UPDATE SOMEONES ADDRESS, BUT NOT THEY 'RE NAME ''? Cause they clearly have my current address on file! To only get the run around about that and to be continuously be told that there is no record of me sending said documents to have my name changed from my maiden name to my married name. ISSUE # 2 : I pulled my credit report to only notice that there were several inquiries that DO NOT and DID NOT have anything to do with me. I also notice that there were addresses that I never ever lived at in my life and also several incorrect spellings of my first name, maiden last name and the improper sequence of my married last name and my maiden last name. I went through ALL THE PROPER CHANNELS in reporting this identity theft including making a " FRAUD AFFIDAVIT '', with the FTC ( FEDERAL TRADE COMMISSION ). I also called ALL THREE  MAJOR CREDIT BUREAUS and had " FRAUD ALERTS AND PROMO BLOCKS '', put on my credit reports. Plus, XXXX also added an additional FRAUD ALERT to my credit report on my behalf and also notifying EQUIFAX and XXXX to have an additional FRAUD ALERT added to those credit reports. First, I tried to dispute the hard inquiries online on they 're website, but the security questions that are given to me to answer DO NOT pertain to me at all. So when I answer these question and because I am being totally honest I get this " SORRY WE CAN NOT FILE A DISPUTE AT THIS TIME, DUE TO THE ANSWERS YOU HAVE PROVIDED ''! So I then end up calling them to try to dispute this matter to only be told that I can not dispute a " HARD INQUIRY on my EQUIFAX credit report and if I want it off my credit report I then have to contact the creditor that reported it to the bureau myself ''. So that 's what I did! One creditor that I contacted was XXXX and I explained the situation to them and after they conducted they 're investigation they concluded that is was not me who tried to obtain services through them and agreed to have all my PERSONAL CURRENT INFORMATION removed from they 're system and they also issued me a " LETTER OF DELETION '', In this letter they also indicate that they contacted the proper credit bureau to have it removed as a hard inquiry on my credit report. But according to EQUIFAX they have no record of XXXX contacting them to have it removed from my credit report and they wo n't remove the said inquiry on my say alone. So I was again told by several EQUIFAX representatives to send said letter of deletion via email. That 's exactly what I did. I sent it to the email address that they did provide me with! I got a confirmation email back just moments after I sent the said document by email. To only be told yet again that they have " NO RECORD '' of me sending this document to them. I call and call and all I get is the run around about everything. ALL OF MY CURRENT PERSONAL INFORMATION HAS AND WAS COMPROMISED. MY CURRENT FIRST AND LAST NAME, MY CURRENT HOME ADDRESS, MY SOCIAL SECURITY NUMBER, MY DATE OF BIRTH AND MY CURRENT EMAIL ADDRESS.

Company response to consumer: Closed with explanation