Consumer complaint received 2017-07-04
Company: EQUIFAX, INC.
State: TX
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: Problem getting your free annual credit report

Complaint:
On XX/XX/XXXX I tried to pull my credit report from Equifax, XXXX and XXXX by using website XXXX I successfully received report from XXXX and XXXX. But I was n't able to get report from Equifax. Instead I received error with request to contact Equifax support. <P/> On XX/XX/XXXXI contacted Equifax support by calling phone number XXXX. I described my issue and provided all my personal information they needed ( SSN, full name, address, date of birth ). In response Equifax representative told me he could n't find record on me in their database. He suggested to send copy of my SSN and driver license to their dispute department at address XXXX XXXX XXXX XXXX GA XXXX to verify my identity. <P/> On XX/XX/XXXX I sent mail to above address. Mail included following documents : copy of social security card, copy of driver license, full name, phone number, date of birth and cover letter to request verification of identity. <P/> On XX/XX/XXXX I received response from Equifax ( see attached document " Equifax Response From Dispute Department.pdf '' for more detail ). Response says : " We have reviewed the identification information. The results are : Please be advised that worker ID numbers will not be added to the credit file. This number is not issued by the Social security administration as a social security number ''. As you can see official response is n't relevant to request I submitted. <P/> On XX/XX/XXXX I contacted Equifax customer support again by calling phone number XXXX. I said that I ca n't get my credit report and described all steps I did so far. Equifax representative suggested me to send fax to number with copy of my social security card and driver license. And call back in 48 hours to make sure fax is delivered. <P/> On XX/XX/XXXXI sent fax to Equifax with all requested information ( see attached document " Fax To Equifax Dispute department.pdf '' for more detail ). <P/> On XX/XX/XXXX I called back to Equifax ( XXXX ). Support representative confirmed he ca n't find fax I sent. I requested to talk to his supervisor. As result he connected me with supervisor. I explained my issue and all steps I did to supervisor. She ( supervisor ) also was n't able to find fax I sent. Then she tried to find my record in database and confirmed there is no record on me in Equifax database. As result she suggested to call my creditors and make sure they report my data to Equifax. <P/> On XX/XX/XXXX I called to my creditors : 1. XXXX XXXX XXXX Representative confirmed my data is reported to Equifax ( see attached document " XXXX XXXX XXXX Confirmation.pdf '' for more detail ). 2. XXXX XXXX. Representative confirmed my data is reported to Equifax. 3. XXXX XXXX XXXX. Representative confirmed my data is reported to Equifax. <P/> OnXX/XX/XXXX I called back to Equifax ( XXXX ). I explained my issue and said that I confirmed my creditors report my data to Equifax. Support representative said he ca n't find record on me in their database so he ca n't help me. <P/> Bottom line : I am able to get credit report from XXXX and XXXX My creditors report data to all three credit bureau including Equifax. Equifax ca n't find record me. Based on above I make conclusion that the issue is on Equifax side. I believe Equifax is responsible to fix it. <P/> Additionally I found multiple topics describing similar issue with Equifax on online forums. I believe inability to get my credit report is relevant to Split File issue. Split File is a technical issue on Equifax side where single consumer report file is split to multiple reports caused by huge size of file. It can result in inability get report at all. More info here : XXXX XXXX XXXX Consumer Financial Protection Bureau is a last resort in solving my issue. Thanks in advance.

Company response to consumer: Closed with non-monetary relief