Consumer complaint received 2021-12-15
Company: EQUIFAX, INC.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
XX/XX/XXXX Equifax received ( return receipt ) a completed request form ( my name, address, my sister 's name, address, SSN etc. ), an original Notarized Letter 's of Office showing myself as the Executor, Certified Death Certificate of my sister which shows myself as the informant, my address and relationship. These documents have a cost associated with them as they are legal documents. 

XX/XX/XXXX Equifax sent a letter to my address stating they can not proceed processing ( see attached letter ) without the Letters of Office and Death Certificate. This letter inadvertently proved the return receipt was accurate as the letter was sent to me with my sister 's name on it to my address. 

I called Equifax and an Agent was unable to give me any information as I was a 3rd Party. I explained that I had already sent in the documentation requested in the letter, that the letter said to call with questions but the Agent just replied to resubmit all the documents again.

Days later I got a hold of an Agent who let me know that I needed to send in a copy of my Social Security card to prove who I was. I refused as it would not prove my address or anything showing my relationship with my sister. I explained my name and address can be verified on the Death Certificate which they reviewed and verified was on there. I offered that they send it to my sister 's address if sending to mine was an issue.

When following up again, an Agent told me that what I needed now was to send my Drivers License and to include a copy of the letter received. I mailed the copy of my Drivers License along with a copy of the letter and a note explaining the other documents were already received and mentioned their response letter process should be changed to include the actual items missing instead of asking for the same two items already received.

There is NO process for finding out a status of the request, what ACTUALLY is needed nor any helpful way of assisting. As I hit a wall each time I called it was very difficult to keep my emotions in check as each time I asked a question the only reply was " We can not give you a status. Please send in another set of documentation. A letter will be sent if any additional information is needed. '' XX/XX/XXXX I called to get a Supervisor as I had not received the report yet. XXXX XXXX stated that he not only could not give me a status as to if they have everything they need but that the helpful Agents that talked to me before were out of line sharing what was outstanding. He stated that their response should have been to resend the two items in the letter as the back office probably threw out or rejected the documents by now. I once again stated that the letter would still not have shown a drivers license was needed and would be rejected again. 

The BBB was also notified. Complaint # XXXX was closed without resolution as they also reiterated that I needed to send in the two documents already sent. 

XXXX and XXXX have sent me their reports without issue. 
Equifax needs a process change : 1. To change their request for more information letters to actually state what is needed to complete the request.

2. A way for documents to be uploaded or to see a status of a request. 

I have never been so upset during calls in my life. Their Consumer Affairs process actually encourages the requestor to escalate their emotions in the attempt to acquire the credit reports needed satisfy the probate courts requests for contacting creditors. 

I have attached the documents sent.

Company response to consumer: Closed with explanation