Consumer complaint received 2020-02-20
Company: EQUIFAX, INC.
State: CO
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:
About one month ago, I downloaded a free Equifax credit report from XXXX. Just like last year when I did the same thing, there are NO account numbers written next to any of my creditors on the report so it is absolutely useless for my purposes. I also downloaded my credit reports from XXXX   and XXXX  from the same website, and there ARE account numbers on those reports. It is just Equifax that does not have my account numbers written on ANY of my accounts. 
Last year when this happened, I spent DAYS trying to find out how to get my FREE report from Equifax WITH my account numbers on it. Finally, I was somehow able to reach a person who agreed to USPS my  report with the account numbers on it, which I did receive. I will name this person later in this complaint. 
This time, I have not been so lucky. Over the past three weeks I have called Equifaxs customer service number MULTIPLE times. They returned my calls, leaving me VMs as I was not by my phone at the time. The messages left make it sound like you are personally being taken care of if you call back and ask for the name of the person who leaves the VM. I do this each time ( about 10 times ), only to reach their customer service number, be put on hold for up to ONE HOUR, or until my phones battery runs out. I would need to go back into my phone records to document each call ( and email ) I received and made from them, which would make this complaint PAGES long. 
One time, I actually talked to someone who said she was from Equifax, but my phone screen displays the call is from XXXX XXXX. I ask her about this and she says, I know, Ive been trying to get that fixed. So, I am not comfortable providing my personal information to someone whos call says its coming from XXXX XXXX. I tell her this and she just keeps apologizing. Believe it or not, the ONLY options she provides for me in order to get my report is to call the same customer service number that puts me on hold until my battery runs out (! ) or email Equifax, which has also been done multiple times with NO luck. In fact, one of the emails stated that my request has been escalated and someone will get back to me in a few days. This was two weeks ago. 
Now, as I mentioned, last year I was able to reach someone who finally mailed me my report with the account numbers on it. I saved her contact information and thought I would try to reach her again. { XXXX XXXX ; Office of Executive Customer Services ; Ph : ( XXXX ) XXXX ; XXXX } I left several phone VMs with her and this time, she did not return my calls. Actually, to correct that last statement, she did return my calls just today and despite her having the exact same contact information as last year - including name, email, phone number, TITLE and DEPARTMENT, she stated on my VM that she no longer works in the same department as she did last year and cant help me. She refers me BACK TO THE SAME CUSTOMER SERVICE NUMBER!!!! 
As of today, I still have no idea how I will get my free Equifax report with the account numbers on it. I also want to add here - why does Equifax take the account numbers off the report that is available on XXXX??? How are consumers supposed to file disputes if they dont know which account it is on the report???

Company response to consumer: Closed with explanation