Consumer complaint received 2018-08-17
Company: EQUIFAX, INC.
State: GA
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:
I recently noted mistakes on my Equifax Credit file. I initially submitted a dispute to EQUIFAX via certified mail dated XX/XX/XXXX and letter was received XX/XX/XXXX. The letter was reporting to  EQUIFAX that my credit file has two accounts from XXXX XXXX reporting. 

The accounts in question : XXXX XXXX Account Number : XXXX AND XXXX XXXX Account Number : XXXX I reported to Equifax these are unverified and I request verification of these accounts. According to their reporting these accounts were open on XX/XX/XXXX ( Account Number : XXXX ) and the other account ( Account Number : XXXX ) was open on XX/XX/XXXX with a balance of {$2700.00}. I sent the letter asking to verify and delete these accounts because they are obviously added to my report via error. 

I received my results from Equifax dated XX/XX/XXXX. In these results, it stats these accounts are not reporting on my credit file. However, the accounts EQUIFAX listed in my results are not the XXXX XXXX accounts I detailed in my initial written dispute dated XX/XX/XXXX. On Friday XX/XX/XXXX at XXXX EST, I called Equifax customer service line and requested clarity on these results I spoke initially with XXXX ( AGENT ID : XXXX ) he initially stated I dont have ANY accounts on MY EQUIFAX CREDIT FILE NO ACCOUNTS at all including the ones on my dispute results. I informed this must be a mistake. He attempted several times and eventually pulled my account and informed the XXXX XXXX accounts are not reporting on credit file and I informed him this cant be because I have the credit file in hand. He was eventually able to locate the file and Informed him of the results I received that list a totally different account than the two I originally disputed. He stated this was a mistake by Equifax. I informed him, I need to speak with a supervisor. He transferred me to XXXX/SUPERVISOR ( AGENT ID : XXXX NEVADA ). I explained to XXXX the account numbers I disputed with EQUIFAX are totally different the account numbers I received on my results. I informed these are not the accounts I disputed and as a result, Im requesting these accounts to be removed. XXXX confirmed the mistake of the accounts but stated EQUIFAX wont delete these accounts. I informed this is a violation of my rights to have the unverified accounts remain even after the results which was sent to me are not the accounts I disputed. He stated he understood, but EQUIFAX wont correct the listing or delete ( which I requested ). He eventually disconnected the call before offering any corrective actions by EQUIFAX. 
I called back on XX/XX/XXXX at XXXX EST and initially spoke with XXXX ( AGENT ID : XXXX ). I provided XXXX with the confirmation number including my other personal data to confirm my identity. He stated he couldnt pull up my file and couldnt locate any data on me. He attempted several times and I finally requested to speak with someone else that could help me. He places me on hold and eventually returning and stated he open a ticket with another department and I can call back within 3-5 business days to go over my results. I was blown away by the fact he couldnt locate my file as the previous rep. I requested I should speak with a supervisor. At this point I was connected to XXXX/SUPERVISOR ( AGENT ID : XXXX ). I explained this situation as I did with previous rep and supervisor. He located the file and stated he see the mistake in the EQUIFAX investigation he asks could he place me on a hold. I agreed and was placed a very extended hold of 15-25 mins. He eventually returned to the call and agreed the investigation was error and confirm over the call the accounts were not verified in accordance with the FRCA. However, he stated he understood, but EQUIFAX wont remove the accounts even with the mistake in the investigation and reported results to me. I repeated to XXXX this is an obvious violation and against the law and these accounts must be removed. He repeated several times he agreed, but EQUIFAX wont delete even with the detailed list of errors and violations regarding these accounts investigation. He stated there is nothing that can be done. Eventually, he too disconnected the call. 

In addition, I sent a METHOD OF VERIFACTION ( MOV ) request received on XX/XX/XXXX from the previous dispute of these files. I called EQUIFAX back on FRIDAY XX/XX/XXXX at XXXX EST. I spoke with XXXX ( AGENT ID : XXXX ) and explained the issue of the previous disputes and the errored results I received from EQUIFAX he too noted the error in the investigation and eventual results. He stated he could open a new investigation. I informed the window had passed on the original investigation and EQUIFAX didnt ask for an extension in writing to continue to investigation or correct the issue with reporting these files. I then informed him of the NON-RESPONSE to my method of verification into these accounts received by Equifax on XXXX XX/XX/XXXX. He stated he has the letter on my file, but the requested data wasnt sent and will be sent within the 15 days required by law. I informed him of the consistent violations in reporting and investigation by EQUIFAX regarding these files. I informed at this point I need to speak with a supervisor immediately. At this point, I was transferred to XXXX/SUPERVISOR ( AGENT ID : XXXX ) this is the exact same supervisor I spoke with just seven days prior on my original issue. XXXX again stated the investigation was mishandled and was a mistake by EQUIFAX and one mistake by EQUIFAX and violation is not enough to remove the accounts. I informed XXXX he is in violation the FCRA and he confirmed he understands he and EQUIFAX are but, it was a mistake. He went on to mention I didnt receive any response to my written request for method of verification into these accounts. He stated nothing was sent and again just an error on EQUIFAX. I told XXXX this cant be legal how they are handling these matters of my credit file. He stated there is nothing that can be done, and we are going in circles he will not fulfill my request to delete the accounts. I immediate asked for the next level of escalation, which he informed was a supervisor named XXXX and I would be on hold for a long time waiting. He transferred my call XXXX never came to the phone and I eventually got his voice mail and left a message. 
By Federal Law/Act, Equifax are required to delete these files with the outlined violations. Im requesting these files be deleted permanently. By Federal Law/Act, they are required to provide to me the aforesaid PHYSICAL documents, proving to me that they have in fact adhered to the letter of the law regarding this matter. Under the FCRA, if EQUIFAX Credit Bureau credit bureau can not, or will not provide me with the legally requested physical verification documents, then " EQUIFAX Credit Bureau must delete said items from appearing on my credit report. I have attached all my letters to EQUIFAX to back up my request including copies of previous dispute letter.

Company response to consumer: Closed with non-monetary relief