Consumer complaint received 2019-02-10
Company: EQUIFAX, INC.
State: MD
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:
XX/XX/19 - Received word from XXXX 's financial aid office that I would not be getting the financial aid refund check I was expecting. I called all three credit report bureaus to make sure I didn't accidentally put a credit freeze on my accounts, as was suggested by that office. No credit freezes to be found. XXXX and XXXX both listed me in their database and I have indeed received credit reports from these companies before. The Equifax company said they could not find me in their database ( they asked my full name, SSN, address ) and said it looked like I had no credit, which I told them was false and that I had received credit reports from the other two companies before. After a very long conversation, the representative told me to fax a copy of my driver 's license and social security card to the fax number they gave me. They said it could take 3-5 business days before they can review it. 

I also called the US Dept. of Education - Federal Student Aid line and informed them of the situation. The representative I spoke with was helpful and was also puzzled that I had a successful credit check with Equifax when I first took out the loan and now they have no information on file for me. He mentioned he has been getting more callers with this problem lately. He said that student loan applicants get assigned to either Equifax or XXXX XXXX for their credit report and said I should apply online a few different times and see if I might get reassigned to XXXX and it goes through. Sadly, it didn't -- apparently I was still stuck with Equifax -- and he advised I contact Equifax to get the situation addressed. 

XX/XX/19 -- I faxed over the requested documents to Equifax. 

XX/XX/19 -- I called Equifax to see if they received my documents at the least. They could not confirm whether or not they did and said it takes 3-5 business days for them to review it. This was concerning since my social security number was in there and yet they couldn't even tell me if they received the fax. They also said I had to wait for a letter in the mail to know about the status of all this and I explained I can not wait that long because this whole this snafu is holding up my student loan and he mentioned it can take up to 30 days for Equifax to make an account for me or whatever they need to do. It was a very long and unhelpful conversation and the the representative could not even tell me if Equifax reported XXXX XXXX credit or not, so I could know whether or not it would be a waste of time to contact XXXX. In the end, the representative said I should contact XXXX to ask that they report my information to Equifax. 

I called XXXX and they were more helpful and said they would do an offseason credit report/credit check ( can't remember which term they used ) and Equifax should receive it within two business days. She said to call back in 60 days if they have not received it and I explained that I could not wait sixty days because this is holding up my student loan and she said it should only take two business days, but to call back if Equifax has not received it by then and they can explore other steps to take. 

XX/XX/19 - Called Equifax again and was informed I will have no idea what the status is until I receive a letter in the mail regarding the issue and there is no one who can inform me of the status until I have a credit file. And the whole issue is I do not have a credit file. So receiving the money I was expecting is contingent on a letter arriving in my mailbox nowhere in the near future. ( It can take up to 30 days as I was told today and previously. ) Called Federal Student Aid, spoke with rep, then spoke with supervisor. Same story from both -- my credit check still says " pended '' and there's nothing they can do. There is no way in their computer system to choose the credit reporting bureau manually. 

Called Equifax, asked to speak to supervisor. Supervisor suggested I ask Federal Student Aid to have the credit report sent to me. Also suggested I ask creditors to report to Equifax ( I did this with Discover the previous day -- I don't have any other credit cards. ) I called back Federal Student Aid to ask if there was any way they could send me a copy of the credit report and they said they don't actually keep a copy of it on file or even get a hard copy of the credit report. 

XX/XX/19 - Called Equifax, their computer systems were updating and unavailable and asked me to call later. 

XX/XX/19 - Called Equifax, their computer systems were updating and unavailable and asked me to call later. 

XX/XX/19 - Called Equifax. I still could not be found in their system and they still could not tell me whether or not they received my fax and told me the same thing about waiting around to receive a letter. I told them I would be filing a complaint with the CFPB.

Company response to consumer: Closed with explanation