Consumer complaint received 2017-07-12
Company: EQUIFAX, INC.
State: HI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Prior toXX/XX/XXXX, we accumulated over {$19000.00} on a credit card issued by XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX TX 7XXXX. The account was in good standing, and minimal payments were paid in a timely manner.
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We valiantly tried to pay this amount down, with good success. The balance in XX/XX/XXXX was {$15000.00}, and by XX/XX/XXXX the balance was {$12000.00}. We paid that in XX/XX/XXXX, and the balance in XX/XX/XXXX was just {$150.00}.
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In or about XX/XX/XXXX, XXXX changed all open credit cards from XXXX to XXXX. This was done at their discretion, not at our request. We were informed that all XXXX were to be destroyed, and we were issued a new XXXX card with the same balance, credit limit, and interest rate. XXXX notified all XXXX customers that all accounts would be switched to XXXX.
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We continue to use the XXXX at a reasonable pace, and the amount owed now is about {$1300.00}. XXXX  does not dispute any of this information, and we are in complete agreement that our {$19000.00} XXXX was paid off, that our account was switched at XXXX XXXX direction to XXXX, and that we now owe {$1300.00}, and we have paid our account properly.
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However, our credit report on XXXX  shows two open and active XXXX charge accounts. One is the now-defunct XXXX ( account starts with XXXX XXXX ) which no longer exists, and it shows a balance of {$19000.00}. The other is the current XXXX account ( starting with XXXX XXXX ) which shows the current amount of {$1300.00}.
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I have spoken with supervisors and representatives at XXXX for a couple of weeks now, asking them to remove the {$19000.00}, which they agree we do not owe, and which they agree is from a XXXX account which no longer exists, which was changed to a XXXX account. Each person told me that it is impossible for them to change the information. They said they have no means at their disposal to rectify an old mistake. They requested that I mail ( via old-fashioned US postal mail, not via an electronic method ) a " dispute form '' which, when it passed through their mail system and was assigned to someone, they would try to review the dispute. I refused, saying I would n't submit this complaint to get lost in their mail system, and most of all, because there 's no dispute. I also submitted a complaint in their forum for such issues, and " XXXX '' said she 'd review my problem.
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A woman named XXXX ( last name sounds like XXXX ) from the CEO 's advocacy office contacted me and told me my complaint was being " escalated ''. Her number is XXXX XXXX XXXX That was the last time I heard from herI have attempted to reach her on several days since, to no avail. No one from XXXX has contacted me. I spoke with XXXX representatives who indicated that this should be a fairly routine matter for XXXX to correct.
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Our credit score and ability to re-finance our house are being affected, because XXXX shows that we owe nearly {$20000.00}, which we definitely do not. We do n't know where to turn.

Company response to consumer: Closed with explanation