Consumer complaint received 2020-05-27
Company: EQUIFAX, INC.
State: AZ
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: Problem with personal statement of dispute

Complaint:
Dear Consumer Finance Protection Bureau, I am writing to seek your assistance in helping me reach Equifax to correct a mistake they made in XX/XX/XXXX when their customer service representative mistakenly added part of the routine customer service notes/transcript to my Consumer Statement ( i.e., personal statement ), even though I have never requested to add any Consumer Statement to my Equifax report. 

My complaint is : Equifax has failed to actually remove the erroneously inserted Consumer Statement from my credit report despite Equifax said they had removed it in response to my dispute requests. 

Most recently, on XX/XX/XXXX, I submitted a dispute to Equifax ( at https : //my.equifax.com ) to request once again to remove the erroneous Consumer Statement from my Equifax credit report ; the dispute confirmation number was XXXX. Two days later on XX/XX/XXXX, I received an email notification that my dispute had been completed ( see the attached file " Your Equifax Credit File Dispute is Complete.pdf '' ). Upon calling their customer service automated phone line ( XXXX ), I was informed that the item I disputed ( i.e., the Consumer Statement ) had been successfully removed from my credit report. However, upon double checking myself ( at https : //my.equifax.com ), the Consumer Statement was, in fact, still in my report and had not been removed ( see the attached screenshot with file name " Screen Shot XXXX at XXXX XXXX.png '' with my added annotation in blue color next to the Consumer Statement ). 

The above failed dispute process has occurred for at least four more times. I first discovered this erroneous Consumer Statement in XX/XX/XXXX. Since then, I have submitted multiple dispute requests online and by phone to remove this Consumer Statement. But every time I did so, I would receive a response from Equifax in a few days saying that my dispute request was completed. However, just like what happened to my most recent dispute request on XX/XX/XXXX, the Consumer Statement was still not removed despite they said they had processed my request and removed the statement. The relevant dispute confirmation numbers are ( chronologically ) : XXXX, XXXX, XXXX, and XXXX. 

To provide you with some background information, the erroneous Consumer Statement was added to my Equifax credit report by one of their customer service representatives without my approval in/around XX/XX/XXXX. I called Equifax ( at XXXX ) in XX/XX/XXXX to verify and correct the spelling of my name as appeared on my Equifax credit report. Shortly after this phone call, the erroneous Consumer Statement appeared on my Equifax credit report. It is obvious to me that this erroneously inserted Consumer Statement ( see the attached screenshot ) was part of the routine customer service transcript/notes intended for Equifax 's internal record keeping purpose. However, the customer service representative I spoke with back in XX/XX/XXXX added part of this customer service transcript/notes to my credit report as a Consumer Statement by mistake. 

Thank you very much, in advance, for assisting me with this issue. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation