Consumer complaint received 2023-05-23
Company: EQUIFAX, INC.
State: LA
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 been attempting to get this issue fixed for months. When I log into my myEquifax account to view my credit report, I am presented with this error : " Please give us a call and give this code to the agent : XXXX '' My credit report is therefore inaccessible both through the portal and through XXXX 

I have no problem logging into my account. I have done troubleshooting by trying different browsers, changing my email, changing computers, locations ( home, work, on my phone ), etc. I have tried with and without a VPN. 

This issue started after I called about having my name changed. I changed my name legally XX/XX/2022. I read online that the code " XXXX '' is often caused by a discrepancy of personal information in the system. Notably, the very last thing done before this issue started was that I had my name changed not on the report ( this had already been done ) but in MyEquifax.com ( where it is in the top right corner of the screenshot ). Before I made that call, my credit report said my current name and the account on MyEquifax.com said my old name in the top right. I made the call and the agent changed my MyEquifax account to my current legal name. After this, the " XXXX '' error started. I first noted this on XX/XX/2022. 

Since then, I have called about the problem multiple times. Every single time, I go through troubleshooting with a friendly agent, who unfortunately tells me that they can not solve the issue and will have to escalate and that I will receive an email about the issue within 7-10 business days. I am sure this is another technical error - but no one ever reaches out. Not once have I received a follow-up email about my issue despite having called SEVERAL times over the last few months. I have verified that my phone number and email is correct in the system with the agents before escalation and even changed the email, but I still have never received any follow-up on the escalation. 

XX/XX/XXXX was one of the recent times I made a call of this nature. By XX/XX/XXXX, I had not received a follow-up, and I both sent an email detailing my issues and called again. That call ended the same way with the agent telling me they would have to escalate the issue and to call back again if I did not receive any follow-up within 7-10 business days. I have still not received a call or a response to my email. Considering that was what I was told on XX/XX/XXXX, and the time before that, and the time before that, and so on, my issue will never be resolved. 

I know, for a fact, that somewhere my name is still my old name somewhere in their system. I know this because the agent who I spoke to on the XXXX mailed me a physical copy of my credit report in lieu of MyEquifax not working, and it says on it my old name both in the address and when I am addressed in the letter before my credit report. 

If this is causing my issue, I would like it fixed. I just want to be able to access my credit report online as I am dealing with frustrating issues with my credit that are only worsened by the fact that I can not access my Equifax credit report without requesting it to be mailed to me, as this error causes me to be unable to view my report through XXXX as well. 

I need this issue fixed. Being escalated by agents I have called has left me ghosted and back at square one too many times. It has been months and this is entirely unreasonable that no one ever calls me back to get this fixed so that I can access my credit report without requesting it being mailed to me.

Company response to consumer: Closed with explanation