Consumer complaint received 2022-07-05
Company: EQUIFAX, INC.
State: MO
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: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX I received a voicemail from XXXX at XXXX XXXX XXXX stating they received an application for credit in my name and needed verification. Left a reference number- XXXX. I returned call and told rep. that I had not applied for credit and do not process the application. I advised them that this was fraud. On XX/XX/XXXX I called them back to get more information. I was transferred to Security Operations. I was told that someone went into a store and tried to open my account using my personal identification information. We discussed that I did have an account opened in XXXX that I used to purchase a XXXX XXXX XXXX XXXX and paid it off in 12 months. It had not been used since that purchase. I asked for my account to be closed and the hard inquiry removed from my Equifax credit report. I advised that I have been a victim of Identity Theft three other times due to an Equifax breach. 

After this I received 2 letters on XX/XX/XXXX from XXXX XXXX both dated XX/XX/XXXX. One acknowledged that they received my fraud complaint, closed my account and were investigating. The second letter thanked me for withdrawing my fraud claim and they were pleased that I was able to resolve the matter. I called Security Operations immediately on XX/XX/XXXX to dispute that I withdrew my fraud complaint. " XXXX '' said that the notes in the file said that I told a rep that the attempt to open my account was " real and valid '' and I withdrew my claim. I adamantly stated that I did not tell anyone this, that this was identity theft and I wanted the inquiry off my credit report. I expressed concern that since all my personal identifiable data was hacked that I wanted precautions added to confirm my identity. I was transferred to a rep to place a password on my account. This rep claimed she could not do that. She also claimed that my account had not been cancelled, and that it was not permanently closed. I called back that same morning to XXXX XXXX XXXX and spoke to another person who was able to place a security password on my information. I have disputed the hard inquiry ( XX/XX/XXXX ) on my Equifax credit 2 times ( XX/XX/XXXX and XX/XX/XXXX ). I sent Equifax my police report dated XX/XX/XXXX and my FTC report dated XX/XX/XXXX. Equifax will not remove the hard inquiry. The results are as follows : " Inquiries are a factual record of file access and will remain on the Equifax credit file two years from the report date of the inquiry. '' I submitted a personal statement : " The hard inquiry from XXXX is identity theft when a person went to the store and tried to open account in my name using my PII and SSN and XXXX is aware of this as they reached out to me to verify my identity. '' On XX/XX/XXXX I received another letter from XXXX XXXX ( dated XX/XX/XXXX ) stating they completed the investigation regarding my claim that the account was fraudulently opened using personal information. Based on their review they determined that I am responsible for the account and charges based on 3 factors that are untrue and/or not relevant. 1. The information received as part of the investigation does not support the claim that the account was fraudulently opened using personal information- XXXX XXXX called me personally to receive my verification that it was me who applied for credit. I told them it was not me. They told me that someone went into the store claiming to be me. 2. I had knowledge of this debt and my actions indicate the same when I failed to call or question the resulting account or charge- When XXXX XXXX called me, I told them it was not me. I asked if any charges went through, and I was told no. I called repeatedly and spent hours on the phone with them. 3. I remitted payment to them from a valid XXXX XXXX, I did, back in XXXX! I called Security Operations again on XX/XX/XXXX and spoke to " XXXX ''. I was put on hold several times, so he could speak to a manager. I was told my account was closed permanently. I requested again that the hard inquiry be removed and communicated to Equifax as Identity Theft. I told them that I have disputed it twice. XXXX told me that the hard credit inquiry was not something they deal with. They only deal with the actual investigation and I needed to reach out to XXXX XXXX XXXX XXXX as the inquiry was made at the store level. I explained that I was getting the run around, and that no one from XXXX XXXX or their credit agencies wanted to facilitate this process or take responsibility. 

I called XXXX  Customer Care on XX/XX/XXXX, and I was put on hold repeatedly for about XXXX minutes while the rep tried to reach XXXX XXXX. At XXXX am she asked if she could call me back. I never heard back. I called back on XX/XX/XXXX. This rep put me on hold to talk to a supervisor. I was told that they could not help me with this at all, and I needed to dispute it with Equifax. I had already told her that I have disputed it twice, but XXXX XXXX keeps reporting it as " factual. '' I asked for a supervisor, and she transferred me. The line disconnected.

Company response to consumer: Closed with explanation