Consumer complaint received 2019-08-17
Company: EQUIFAX, INC.
State: PA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
XX/XX/19 - XXXX XXXX, my mortgage representative from XXXX XXXX, ran my credit report with all three bureaus. Two came back fine with a high credit score ( 820+ ). Equifax reported a fraud alert and incorrect data from the lender and refused to provide the credit report to her. 

XX/XX/19 - I called Equifax at XXXX XXXX, XXXX XXXX, and XXXX XXXX attempting to resolve the issue. First representative said I couldn't verify my identification over the phone and refused to help me. He provided me with an address to send my request to. Second representative said my address was incorrect on the file. He said they had my old and current address reversed. He said the problem was fixed and my mortgage company could rerun my credit report. When she did so, she continued to get a fraud/incorrect data message. When I spoke with the third representative, " XXXX, '' he told me that there was a fraud alert which he removed and should be the solution to my problem. I overnight US Mailed a cover letter and attached documentation verifying my identification to the address provided to me by representative # 1. 

XX/XX/19 - XXXX XXXX faxed the number given to me by representative # 2 with my cover letter explaining my correct address and the removal of the fraud alert and attached proof of identification. 

XX/XX/19 - XXXX XXXX attempted to rerun my credit report and was given the message that the identification information she provided did not match their records. She was unable to retrieve my credit report. I attempted to retrieve my credit report online using my old address and current address and received a message that my information did not match their records. I called Equifax at XXXX XXXX. The representative told me that it would take 5-7 days to process any requests and up to 30 days for their records to change. I asked to speak to a supervisor and he refused. I called XXXX at XXXX XXXX, a former lender, to update my address and make sure they did not have any financial ties link to my ex-husband as I thought they might be the issue. I updated my information with XXXX. They faxed a letter to Equifax with the updated address and noting that my ex-husband 's credit card should no longer show up on my credit report ( it had in the past ). My lender reported that they must get the credit report from Equifax or else I would be unable to get a mortgage despite my very high credit scores with the other two bureaus due to XXXX XXXX  rules. I called Equifax at XXXX XXXX.The representative, " XXXX, '' verified my identification and noted that my address was wrong in their system ( despite the fact that I was told it was corrected two days earlier ). '' She said she was able to update it online provided me with a confirmation number and said she would email me the proof of the change. She then said the fraud alert was still attached to my file ( despite being told it was fixed two days earlier ) and said she removed it and gave me a confirmation number. I then inquired about a credit report as their online system refused to let me access one.  She reported that she can send me one in 7-10 business days and gave me a confirmation number. She reported that they need at least 48 hours to update their system ( the previous call said 30 days ) and to have my credit report rerun next week. She askedwhy I didn't do this online. When I explained I had tried multiple times for the last three days to create a My Equifax online profile ( but was given a " try again later '' message every time ) she said the system has been " down for days '' and won't be fixed any time soon. I later found out that Equifax often tells people to check back in 48 hours when a mistake is " fixed '' and that it never actually changes anything. I also found out that she is not allowed to promise me a credit report in the mail as they are not allowed to send me one. I talked to five different representatives and was told 5 different things. I was lied to about my issue being fixed every single time. Equifax 's incompetence and inability to handle a simple problem is preventing me, a person with an excellent credit history, from receiving a loan.

Company response to consumer: Closed with explanation