Consumer complaint received 2019-07-19
Company: EQUIFAX, INC.
State: CO
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: Other problem getting your report or credit score

Complaint:
XX/XX/19 : first contacted Equifax customer service. Was told they just needed more information to verify my identity. Was asked to fax a copy of my SS card and drivers license. I faxed this information to the fax number I was given ( XXXX ) on this day. 

I was told it would take 5-7 business days for my information to be processed. So ... 

XX/XX/19 : called Equifax customer service again. Was told they have not received my documents and that they are unable to locate my file. Told to re-fax documents. So I faxed copies of my SSC and license for the second time to the number given to me. 

XX/XX/19 : called Equifax customer service again and finally got to speak to a supervisor. Told by supervisor that they do not have a file on me because my one creditor, XXXX XXXX, was not reporting my credit to them. That supervisor suggested I call XXXX XXXX and ask them to report my credit to Equifax. 

XX/XX/19 : Called XXXX XXXX customer service. They were unsure why Equifax had not ever received a report of my credit. But, they were very helpful, and I was able to put in a request for my credit to be reported to Equifax. They told me it would take 24-48 hours. 

XX/XX/19 : Called Equifax customer service again to check on the status of my documents. Was FINALLY connected to someone helpful : Mrs. XXXX in the office of consumer affairs. She e-mailed me a direct link to upload my documents. I uploaded copies of my SSC, license, and proof of my current address to this link. I also faxed these documents to her direct fax line ( XXXX ). 

XX/XX/19 : spoke with Mrs. XXXX again and she states I have your documents right here and I am processing them. 

XX/XX/19 : received the attached letter from Equifax dated XX/XX/19 stating that they do not have a file on me. Called Equifax, again, and they again state they do not have a file on me most likely because my creditor is not reporting. 

XX/XX/19 : called XXXX XXXX again and spoke with a supervisor who assured me that my credit would be reported to Equifax within the next two business days. 

XX/XX/19 : I received a call from a XXXX XXXX Supervisor. She informed me that my request for my credit to be reported to Equifax was completed. She told me it can take Equifax up to 60 days to reflect this change in my credit report. She gave me this reference number : XXXX, which she claimed I could give to Equifax to track my request. 

XX/XX/19 : called Equifax. Equifax states, yet again, that they can not find my file or find my documents that I had at this point sent FOUR times. I attempt to give the reference number to an Equifax supervisor and he states we cant do anything with this. 
I call again and speak with Mrs. XXXX and she suggests I call XXXX XXXX and have someone there call the Equifax business customer service line and have them discuss what issue is taking place that is causing Equifax to not have a file on me. 

XX/XX/19 : called XXXX XXXX. Spoke to a supervisor who stated we do not contact other businesses. She refused to call. So I spoke to another supervisor at XXXX XXXX who also refused to call the number, no matter how many times I pleaded and explained the situation. 

XX/XX/19 : Called Equifax again to explain this to them. Spoke to a supervisor who attempted multiple times to find my file but could not. The conclusion of the conversation ended with it can take up to 60 days for us to reflect your report from XXXX XXXX. 

XX/XX/19 : called Equifax with XXXX XXXX on the line. After much back and forth again, and after the supervisor still not being able to find my file, the supervisor states that there is an issue with my social security number. At some point in time I applied for credit with an incorrect SS number. He suggested I send my identity verifying documents to a XXXX XXXX XXXX and claims that they never received my documents that I sent FOUR times. So, I sent the documents to the XXXX XXXX . 

XX/XX/19 : called Equifax again and connected with Mrs. XXXX. She stated I can see your documents in our system and I am putting in a note so other Equifax representatives will see them as well. She also states that she erased any incorrect information from my file and suggested my creditor try to pull my credit again, starting from scratch. 

I count a total of 7 hours on the phone dealing with this. Never, in this whole process, was I ever told anything about my account being fraudulent until yesterday. No one has ever really been able to tell me what the true issue IS.

Company response to consumer: Closed with explanation