Consumer complaint received 2020-10-26
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: Their investigation did not fix an error on your report

Complaint:
I've been a proven victim of Identity theft since XX/XX/XXXX when my purse was stolen with all of my personal information inside such as my driver license, and social security card. I noticed in XXXX  0f 2020 there was a Fraudulent account by the name of XXXX  XXXX XXXX  in the amount of {$550.00} reporting on my credit reports, I notified the credit bureaus immediately as well as XXXX XXXX XXXX  to inform them that this account was opened as a result of Identity theft. 

XXXX  XXXX XXXX  advised me, the account has been closed for sometime, because they were notified from the credit bureaus the account was opened fraudulently. I asked XXXX  XXXX XXXX, if its closed why do they continue to report negative informations such as late payments on my credit report if the account is closed due to it being a fraudulent account. I explained to them that I want this account to be removed immediately because itI never opened this account or authorized any business with them and it is affecting my credit tremendously. 

I was advised from the credit bureaus and XXXX  XXXX  XXXX  to complete a Identity theft report on FTC.gov and send it to them via mail or via fax and the account will be disputed, blocked and removed. 

I followed the instructions, I filed a Identity theft report on XX/XX/XXXX. I mailed it to each credit bureaus and faxed to XXXX  XXXX XXXX  with the phone number they provided. 

I called in to XXXX  XXXX XXXX  a week later to confirm they had received my fax on XX/XX/XXXX. XXXX  XXXX XXXX  advised me that it would take at least 7-10days to process the paper work and another 30 days to investigate. 

I called each credit bureau to dispute the XXXX XXXX XXXX  with my ftc  affidavit. 

XXXX XXXX I received results from XXXX  and Equifax stating that the account was not removed. I Called XXXX XXXX XXXX to see why? I spoke with a XXXX  XXXX XXXX  Rep who informed that the FTC affidavit I faxed in was not valid, I was livid and couldn't understand how can a Identity theft report be invalid. I was advised that I would need to go to my local police station and file a police report for the fraudulent account that was opened. 

I filed a police report on XX/XX/XXXX I faxed it over to XXXX  XXXX XXXX  on XX/XX/XXXX and mailed it each credit bureau. I called XXXX  XXXX XXXX a week after to confirmed they received it. I was Told by XXXX XXXX XXXX  that they did not receive it, I stated how is that possible when I have the receipt showing the faxed went through. I was advised to send it again. I faxed it again. 


I called in to XXXX  XXXX XXXX  on XX/XX/XXXX at XXXX, I spoke with XXXX in customer service ID # XXXX, I asked XXXX if he could confirm that my police report was on file showing that the account in questions was opened fraudulently and I was a victim of Identity theft. I also advised XXXX that I was told that once my Police report was received that XXXX  XXXX XXXX  will remove this account, XXXX confirmed that my police report was received and is on file, He ensured me that the account would no longer report as of XX/XX/XXXX and they will notify each credit bureau that the account in questions is a fraudulent account. I asked XXXX are you sure, he stated yes and I no longer have to worry about XXXX  XXXX XXXX  reporting to the credit bureaus. 

I have a membership to receive alerts anytime something changes with my credit report, I was once again Notified by XXXX  and Equifax via email on XX/XX/XXXX That my score had dropped tremendously, I looked over my report and XXXX  XXXX XXXX  had reported a negative payment remark. I immediately called in to XXXX  XXXX XXXX  and ask to speak with a supervisor. I spoke with a lady supervisor unfortunately I can not recall her name, I reminded her of the conversation that I recently had with Rep XXXX from customer service advising me that XXXX  XXXX XXXX  would no longer report any information to the credit bureaus as of XX/XX/XXXX and I received a notification today telling me that it was a negative remark posted by XXXX  XXXX XXXX, She stated, That she apologized for the inconvenience and the information that Rep XXXX gave me on XX/XX/XXXX was not correct and the account was listed as a charge off so she couldn't see much about the account but the investigation that XXXX  XXXX XXXX  performed showed that the account belongs to me. I asked to speak with the highest manager. 

I was transferred over to XXXX ID # XXXX who stated he was the senior manager of the account specialist department. I explained in detail all the events that has took place and all of the conversation I've had with all of his reps upon speaking to him, XXXX placed me on hold, reviewed the account information and stated that the account was verified that I was the owner of the account. I explained to him that the account was opened fraudulently, he confirmed that yes the account was closed out due to it being reported as fraud. I advised I was told by a previous XXXX  XXXX supervisor to send in a police report because my ftc affidavit wasn't valid enough to use and the account will be removed and no Ionger report. 

XXXX stated, that he see 's my police report on file but that is invalid as well and that the investigation is complete. I asked XXXX how can a police report be invalid? He stated it was blurry, I stated that's impossible because I faxed it over to XXXX XXXX XXXX. So once again please tell me how a police report is invalid, he could not give me any more expiation. He advised me to get a new police report for the same matter and send it back in and they will reinvestigate The matter, I explained to XXXX that there is no way possible I could get another police report for the same matter, I explained to XXXX I'm in the middle of purchasing a home and this fraudulent account that I never opened, nor received any goods from is affecting my credit, and to please remove it. XXXX once again stated the police report that I Have from the XXXX police department is invalid and the only option I have is to get a new one or fax over the same police report again. I couldn't believe what I was hearing. I am distraught over this matter and as a consumer who's a victim of identity theft XXXX  XXXX XXXX  is refusing to help me with this matter. I've spoken with so many customer service reps and supervisors and they all tell me completely different things. No one is on the same page at this company, they do not offer any instruction on how to resolve this matter, This account has caused me to not be able to purchase a home, it has been a extreme nightmare dealing with XXXX  XXXX XXXX  and their false information.

Company response to consumer: Closed with explanation