Consumer complaint received 2019-04-17
Company: EQUIFAX, INC.
State: OH
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I recently got on all 3 credit bureau sites and viewed/saved/printed my current credit reports to file disputes to verify my information. I filed disputes with several items on my Equifax credit report in early XXXX, 2019. On XX/XX/2019 I received an email from Equifax with my Dispute Results Confirmation and dispute verification number. Friday XX/XX/XXXX I tried to use the Equifax Dispute Result site and I got a page that showed my results to view. When I clicked to view the results, the site kicked me out with an error message. The message says the site has no service try again later. This brings me to today, Wednesday XX/XX/2019. I am still receiving the same error message online. 

I called the Dispute Line for Equifax and spoke with a male that said I needed to pass identity questions for him to pull up my dispute results ( even though I had given him the dispute result number ). He said question 1 states I have a mortgage and what is my mortgage amount. I told him I do not have a mortgage so that is a NONE OF THE ABOVE answer. I am familiar with the way these are set up as I have answered them online. He did not state a period of time. ( I had a mortgage that closed years ago ) but he said I have a mortgage now and asked the amount monthly. Question 2 he said I have a personal or bank loan or credit cards and asked whom the company is that I have such with? I said I have 1 credit card through my bank and told them who. He said he could not bring up my file because they could not verify my identity to the security questions. 

Now, I am very familiar with these sites and how the security questions are stated. I have already verified my identity, received and view my report online, and now have my Dispute Results Confirmation Email. So he says he can not bring up my dispute because I would have to send in a cover letter and supporting documents showing who I am by faxing my license and social security card to the company??? I said let me speak to a supervisor. I was then put through to a woman who claimed to be a supervisor and her name was " XXXX  '' doubtful being that she was XXXX XXXX. She verified the same thing that I would have to send all my private information in a fax to them to verify my identity for them to send me my results???? I told them I was not going to send my personal/private information via fax to anyone, considering I have already verified my identity to get my reports, disputed several items, and now have proof of receipt of my DISPUTE RESULTS in my email from Equifax. I asked her why I had to send information to verify my identity when the Equifax system has already identified me to process my disputes and send my results? I also have my report in from of me and there is no mortgage listed on there because I rent and the credit card I listed to the male employee is the one on my report and current. 

I also told them, their site is what is not releasing my information to me, that is their problem not mine. I said I was filing a complaint against the company as I am tired of the run around every time I try to get documents from their dispute site. They need to fix their lack of efficient processing with this company. They give you 24 days to display and review your results from when they sent them, well that would be nice if I could view them before that time is up!!!! So fed up with this company!!!

Company response to consumer: Closed with explanation