Consumer complaint received 2018-06-28
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
This is to file a complaint against Equifax credit reporting company regarding their unprofessionalism, inaccuracy of report, and delay in their response to fix the problem. I recently reviewed my credit reports and realized that there was mixed personal information and accounts ; all of my sister 's information including her SSN, previous addresses, and accounts were listed on my credit reports. Due to time pressure ( as I was in the middle of obtaining bank loan for a large purchase ), I attempted multiple times to solve the issue as soon as possible. I tried filing the dispute through online and was not able to. I also made multiple phone calls on XX/XX/XXXX and was told that their systems were down. When I made another attempt on XX/XX/XXXX, I not only had to make more than 10 phone calls to get to the right department ( mixed information department ) but also had to spend more than 5 hours without resolution of the problem. For the first few calls to the dispute department, I was asked to call back each time after 30 mins because their system is down. Finally, one of the representative told me that regular dispute department doesn't handle this type of dispute and he transferred me to the mixed information department. When direct number was asked, he refused to provide the direct number of the mixed information department. I was finally able to speak to an agent name XXXX who asked me to call back in an hour because their system was down. About an hour later, I called back to the regular dispute department and was told to call back again because their system is down. I had to insist to be transferred to the mixed information department and was able to get to the department. Unfortunately, I was denied to pursue further action because I failed on identification confirmation. I strongly believe this is due to mixed information listed on my credit report. The representative ( XXXX ) from the mixed information department told me that he can not help me until further identification information is faxed to them. Despite explaining the urgency and importance of correcting the information, he laughed and said " you don't have to do anything and you can send it later ''. Given the frustration and the time I had to spent to go through the hoops, I asked to speak to supervisor. Instead of transferring me to his direct supervisor, he transferred me to a supervisor from regular dispute department ( XXXX ) who confirmed that he doesn't deal the staff from the mixed information department. I asked XXXX to transfer me to his supervisor, I was placed on hold for more than a hour and was not able to speak to anyone. This experience is quite contrary to the experience I had with experian and transunion. I had the same issue with the experian and the XXXX and was able to take care of the same problem within 30 minutes of conversation.

Company response to consumer: Closed with explanation