Consumer complaint received 2018-08-06
Company: EQUIFAX, INC.
State: LA
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:
Two months ago, Equifax lowered my credit score by 22 points. I called them and got no where. They could not tell me what made it change and all they did was give me typical boilerplate message. Last month my credit score from them went back to normal. This month it went down 30 points. The other  two credit reporting companies have kept it steady in the 820 's. My XXXX account is where I'm finding out about these erratic changes. Something is very wrong with Equifax and something must be going on to make it erratic like this. 

I contacted them again today on their chat line and all they can tell me is they can not provide specific information related to my credit score. All I received was boilerplate text. After this, XXXX XXXX, the Customer Service Rep, disconnected the chat line. 

I then called them at XXXX, the number that XXXX XXXX told me to call for a Consumer Services team number. On that line they then tried to sell me products and when I didn't click # 1 to accept the {$1.00} charge to my credit card to buy a gift certificate, they hung up on me. 

Why can't I get information on my credit when I call and chat with these people. This was absolutely crazy. Something is very wrong with their system. A copy of the chat text is below : XXXX XXXX ( XX/XX/2018 XXXX XXXX  ) : Hello XXXX XXXX, how may I help you? 
Me ( XX/XX/2018 XXXX XXXX ) : Two months ago, Equifax lowered my credit score by 22 points. Last month it went back to normal. This month it went down 30 points. The other two credit reporting companies have kept it steady. Something is very wrong! 
Me ( XX/XX/2018 XXXX XXXX ) : I'm getting my credit score notices through XXXX. 
XXXX XXXX  ( XX/XX/2018 XXXX XXXX ) : I'm sorry to hear that. 
Me ( XX/XX/2018 XXXX XXXX ) : I called Equifax 2 months ago about the first dip and got no where. I learned nothing about why it dipped. 
XXXX XXXX ( XX/XX/2018 XXXX XXXX ) : I would be more than happy to address this concern for you. 
XXXX XXXX  ( XX/XX/2018 XXXX XXXX ) : Equifax generates your credit score based on your credit history and all information listed on your credit file. 
XXXX XXXX  ( XX/XX/2018 XXXX XXXX ) : Your Credit Score is based on your credit history and can generally only be changed over time. This happens by consistently engaging in creditworthy behavior going forward, such as paying your bills on time and using credit conservatively. 
Me ( XX/XX/2018 XXXX XXXX ) : It has been in the 820 's the last several years. 
XXXX XXXX ( XX/XX/2018 XXXX XXXX ) : The best course of action to understand the reason of your score changes, is to compare a previous report with the latest account by account. We can not provide you with specific information related to your credit score, we can not confirm the reason for the score changes or predict how will change in your next Equifax Credit Report and Score. 
Me ( XX/XX/2018 XXXX XXXX ) : Exactly, Equifax is useless. 
XXXX XXXX  ( XX/XX/2018 XXXX XXXX ) : The best course of action would be to contact a financial advisor at your local bank for them to review your credit file and help you to determine the reason of your score change. 
XXXX XXXX ( XX/XX/2018 XXXX XXXX ) : If further assistance is required, you may speak with a Consumer Services team member at : XXXX. They are available Monday through Friday from XXXX XXXX  to XXXX XXXX  in your time zone. 
XXXX XXXX ( XX/XX/2018 XXXX XXXX ) : Do you have any additional concerns? If no further assistance is required, please disconnect the chat. Thank you for contacting Equifax. 
Me ( XX/XX/2018 XXXX XXXX ) : Great template text. Nothing has changed for me at all so something is wrong here. 
XXXX XXXX ( XX/XX/2018 XXXX XXXX ) : I am sorry for any inconvenience. 
XXXX XXXX ( XX/XX/2018 XXXX XXXX ) : To better assist you, please contact our Consumer Services Department at the phone number provided above. They will be able to access your credit report and help resolve your issue. 
XXXX XXXX ( XX/XX/2018 XXXX XXXX ) : Are there any other questions or concerns that I can assist you with today? 
Me ( XX/XX/2018 XXXX XXXX ) : You've been very good at pushing buttons to send customers boilerplate text that answer nothing. 
XXXX XXXX ( XX/XX/2018 XXXX XXXX ) : Please be advised that I have provided you with the necessary information to resolve your issue. At this point in our conversation, it would be best that you speak with someone via phone to address your concerns at XXXX. This is a direct line to our Consumer Services Department. 
XXXX XXXX ( XX/XX/2018 XXXX XXXX ) : Thank you for contacting Equifax. 
Please disconnect or close the chat window to end this chat session.

Company response to consumer: Closed with explanation