Consumer complaint received 2020-10-14
Company: EQUIFAX, INC.
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I attempted to create an account on the myEquifax website so that I can manage my security freezes, fraud alerts, disputes, and access free Equifax credit reports. After attempting to create the account, I was informed more information was needed to verify my identity. I contacted the Equifax customer care team on XX/XX/2020 via the telephone number provided on the myEquifax website. A customer care representative directed me to submit a cover letter, a copy of my social security card, and a copy of my drivers license for identity verification. On XX/XX/2020, I faxed those XXXX documents, as well as a copy of a recent electric bill reflecting my current address, to the fax number provided : XXXX. A fax notification page dated XX/XX/2020 at XXXX XXXX XXXX XXXX indicated the fax was successfully sent to XXXX. I contacted the Equifax Customer XXXX XXXX at XXXX XXXX XXXX XXXX in both XXXX and XXXX, and was provided no assistance in locating the documentation. Between XX/XX/2020, and XX/XX/2020, I received XXXX communications from Equifax regarding my documents or account. The whereabouts of my faxed documents remain unknown. During a call on XX/XX/2020, the representative was unable to provide any assistance beyond repeating the same directions of : submit a cover letter, a copy of my social security card, and a copy of my drivers license via fax or mail. I requested to speak to a manager and was informed the escalation line was unavailable. I requested to speak to someone in the fax department to confirm receipt of my documents and was informed no one in the myEquifax website department is able to contact anyone in the Equifax department that handles faxes. The following day XXXX XX/XX/2020 ) I sent everything again via U.S. Postal Service to : Equifax ; XXXX. XXXX XXXX ; XXXX, GA XXXX, with the tracking number included in the cover letter. On XX/XX/2020, I was notified the package was picked up at the postal facility in XXXX, Georgia at XXXX am. Between XX/XX/2020, and XX/XX/2020, I received zero communications from Equifax regarding my documents or account. I contacted the Equifax customer care team again on XX/XX/2020, for a status update. I talked to a customer service representative who informed me my documents had not been received. The customer service representative repeated the same directions of sending my identity documents to the same fax number or post office box. I indicated I wanted to speak to a manager and spent approximately 20 minutes on hold before hanging up as no one came back on the line. I located another number for Equifax and talked to a representative in a department separate from the myEquifax website department. This representative then forwarded me to a manager in yet another department. The manager indicated she was unable to put me in direct contact with a manager in the XXXX XXXX department because the departments aren't setup to allow that type of transfer. I indicated I would be willing to fax in my information again but only if I was able to talk to someone in the fax department to confirm my information had been received immediately after I faxed it. The manager indicated no one in her department is able to contact anyone in the Equifax department that handles faxes. I now have 2 sets of identity documents floating around and no one at Equifax knows where they are. I have been unable to get any type of resolution to this issue after several calls to Equifax between XXXX and XXXX. I am highly concerned about my identity being compromised because Equifax has failed twice at locating and safeguarding my identity documents.

Company response to consumer: Closed with explanation