Consumer complaint received 2020-07-03
Company: EQUIFAX, INC.
State: GU
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 am unable to get Equifax to remove a freeze on my credit report or access any information regarding the freeze. Equifax automated internet and voice systems will not permit me to access my data or lift the freeze. Equifax systems will not permit me to speak to an agent. The only option Equifax provides is to fax or mail a request. I faxed 3 requests on XXXX XXXX XXXX XXXX. Equifax has not responded. Equifax does not provide a time  frame for responding to the fax nor have they acknowledged receipt of the request. 

1. I placed a freeze on my Equifax credit report in XX/XX/XXXX. 

2. I applied for a new car loan from XXXX XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX. XXXX denied my application because Equifax is blocking XXXX from making a hard pull. 

3. I logged into Equifax and was given error : " we can not complete your request at this time, please call customer support ( XXXX XXXX ). 

4. I called customer support, answered questions to verify my identity and was advised that my request could not be completed. I was advised to fax or mail a request to Equifax. I was blocked from speaking to an agent. I faxed first request on XX/XX/XXXX. 

5. I very am very concerned that my credit history data may be crossed with another consumer 's report data. The questions I was asked were not from my credit history. Two questions were about a mortgage and car loan I never had. The next two questions were asking the monthly payments for these non-existent loans. 

a. I understand Equifax is still having problems as a result of the XXXX data breach. I understand that many of the problems are with one user 's data being crossed with another user 's data. I am a retired Federal employee who's records were breached.

b. I am concerned that crossed data in Equifax systems may be preventing me from managing the freeze on my credit report. 

c. I am concerned that crossed data in Equifax data systems may cause long term damage to my credit score. 

d. I purchased an Equifax Premier credit monitoring account ( XX/XX/XXXX ) and was able to review my current 3-bureau credit report. My current Equifax credit score is XXXX and there is no negative information. The questionable loans I was asked about during identity verification do not appear on my current credit report. 

e. I am still concerned that Equifax may be using incorrect data when verifying my identity for purposes of managing the freeze on my credit report. 

f. As a XXXX member, I was hoping I could get some help. The XXXX site has links to Equifax support and live chat with a support agent. Both links lead to XXXX " no such page exists '' errors. 

g. I am unable to learn from Equifax why questions used to verify my identity do not come from my credit history or here were no questions about items that are on my credit history. This suggests my data is being crossed with another consumer 's data. 
I currently have no credit because my bank is blocked from making a hard pull of my Equifax credit report. I am prevented by Equifax from lifting the freeze or even viewing freeze status. 

I am seriously concerned that Equifax offers no means to check my freeze status or report issues other than Fax or mail and that Equifax does not respond to either in a timely manner. 

These are serious problems that Equifax is not addressing.

Company response to consumer: Closed with explanation