Consumer complaint received 2020-06-02
Company: EQUIFAX, INC.
State: NE
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:
It appears that Equifax has lost my file. 

In XXXX of XXXX, my husbands bank pulled our credit for his operating note and my file was fine with Equifax, XXXX  and XXXXwith very good scores. 

We found a house that we wish to purchase in early XXXX of XXXX. ( We have been waiting 3 years for this opportunity as houses to not open up in rural Nebraska very often ). So, our same bank attempted to pull my credit on XX/XX/XXXX and again on XX/XX/XXXX, only to find that my Equifax score was frozen by the consumer. I have never frozen my credit before. 

So, that is when my journey with Equifax began. I will provide a bit of a timeline, however, I have spoke with them XXXX times, so I certainly can not remember every detail of every conversation, but I can put a specific date on the key conversations. 

XX/XX/XXXXI called Equifax and was told by a representative that I needed to mail in verification documents including a copy of my social security card, drivers license, and a cover letter with my name, address and phone number explaining my situation to the dispute department of Equifax. I mailed that in on XX/XX/XXXX. 

( I called to follow up multiple times between XXXX XXXX XXXX, only to be told that they still did not have my documents. ) XX/XX/XXXXI called Equifax and spoke with a supervisor that told me to try sending my documents again. I overnighted them again to the dispute department. 

XX/XX/XXXXI called to ensure that my overnighted documents had arrived. I was told by another supervisor ( you can never speak to the same one twice unfortunately, which is a huge inconvenience ), that I needed to be mailing these documents to the DISCLOSURE department. 

XX/XX/XXXXI overnighted my documents to the DISCLOSURE department. 

XX/XX/XXXXI finally received a letter back from Equifax stating that I still did not have a file for one of the following reasons : 1. You may not have a current file. 2. You have not applied credit recently. 3. You have not actively used credit in the past XXXX  years. ( I have a XXXX credit card, bought and paid off a car two years ago, had a XXXX XXXXk credit card for 7 years, and have had a couple of other personal loans from institutions that do report ). So, we know that there has to be some type of credit, especially because my XXXX  file and my XXXX  file are great. I called Equifax and was told by a representative that I needed to mail in copies of my XXXX file and my XXXX  file so that they could see where those two bureaus have gotten my information and credit from. He stated that they would use that information to reach out electronically to the creditors to rebuild my file. 

XX/XX/XXXXI overnighted copies of my XXXX  file, XXXX  file, Social Security card, drivers license, passport, birth certificate, marriage license and a letter containing my address and phone number explaining my situation and what I needed accomplished. I sent all of these documents to BOTH the dispute departments and the disclosure department. ( By this time, I have spend over {$100.00} in postage trying to fix their mistake. ) ( I called to check on the status of the documents multiple times between XX/XX/XXXX ) XX/XX/XXXXI called to check and was told that I could now fax my documents as well. My documents were faxed every day from XXXX XXXX XXXX. Also, I was told on this day that I could reach out to the Office of Consumer Affairs to get better help with this issue. 

XX/XX/XXXXI received yet another letter stating that I still had no file. It is identical to the letter that I had received before, just a different date. 

XX/XX/XXXXI called Equifax to inquire about the lack of file even after sending in all of those documents only to be told I still didnt have a file. I asked to speak to a supervisor, who was still no help. So, I asked to be transferred to the Office of Consumer Affairs, as I had dealt with them already and was advised by a manager to do so. The supervisor was apprehensive to transfer me. After some debate she said Ok Ill put you on hold while we connect you to the Office of Consumer Affairs. Roughly 12 minutes later, the same supervisor came back on the line and said that my documents were received and uploaded and should be process within 5-7 business days. 

XX/XX/XXXXI called to follow up on that claim. I knew that I would get a different representative, so I could fact check the supervisor that I talked to the previous day. The representative I talked to said there was no documents or file. I asked to be transferred to the Office of Consumer Affairs. I got through to a supervisor at the Office of Consumer Affairs and she told me that they do not have a fax number available to fax to, regardless of what other employees had told me the week prior. Also, she told me that they would NOT use the information from my XXXX   and XXXX  files to reach out to my creditors to rebuild my file. She said that I needed to reach out to my creditors to make sure that they had been reporting. All of this despite the fact that I had a perfectly good file less than 6 months ago. So, I reached out to all of my creditors and yes, they have been reporting like usual. Two of them even made a special submission for me on XX/XX/XXXX. 

As you can see, I have been getting nothing but the runaround from representatives and supervisors that all seem to tell me conflicting things. I have even been told a couple of times that someone elses name is associated with my social. My XXXX XXXX representative double checked to make sure there was no fraud involved. 

It is absolutely beyond me why my file has disappeared as I have a credit card that I use regularly. And nobody at their company seems to know how to help me. I have clearly exhausted all of my efforts and wasted hours upon hours of my time trying to resolve this issue, only to still be at square one 8 weeks later. ( We still have a lender, a realtor, and a seller waiting on this issue to be resolved ).

Company response to consumer: Closed with explanation