Consumer complaint received 2019-06-16
Company: EQUIFAX, INC.
State: NY
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:
Upon requesting a copy of my Social Security Card, was locked out of Social Security Administration 's website  for failure to answer security questions correctly and subsequently locked out of Equifax for the same reason while preforming a hard check into my credit file. I called Equifax on XX/XX/XXXX and was asked if I had the correct social security number because, according to the customer service associate, every piece of information that I gave attached to my Social Security number was incorrect in their system. My name, my birthdate, my address, everything. At this point I am connected to global customer care to talk to someone in the fraud department. I am told I must send documents in proving my identity ( Driver 's license, pay stubs, W2, etc. ) and in return I will be provided with hard copy of my credit report which I will need to take to the police and let them know I am the victim of credit fraud. I was told by multiple associates on this phone call that I should email my documents with a cover letter addressed to XXXX. During this phone call, Equifax could not provide me with any information regarding my account. I I promptly scan and email all of my documents and a cover letter explaining my situation and on XX/XX/XXXX recieve an email letting me know that I must contact global customer care for further assistance. Upon calling global customer care, I am informed that none of my documents were recieved and they can not be submitted by email. The only acceptable way to recieve documents is through fax or post. I rescan everything ( drivers license, birth certificate, pay stubs, copy of 2018 tax return ) and attach a new cover letter and fax it to Equifax. After 7 days I reach out to make sure my documents were recieved. I am told that they couldn't read the scans and I must resend them by mail. At this point I escalate the call to a supervisor and am told the same thing, I escalate the call again and talk to a manager and am told that if I faxed everything to the correct number, I should recieve a letter in the mail informing me of next steps shortly. I am also told that based on the information I provided ( my name, address, birthdate, social ) that my credit file was able to be pulled up. The first time I called, I was told all of the information I had given was incorrect so I ask about this, but the manager refuses to disclose any information about my credit file to me during this phone call. A few days later, on XX/XX/XXXX, I receive a letter dated XX/XX/XXXX in the mail informing me that they were unable to locate my credit file with my information and request the same documents that I had already sent. Currently, I am still locked out of Equifax and am refused any information regarding my account. I have attempted multiple times to gain a copy of my credit report both digitally and through mail and have provided Equifax with every piece of identification I currently own. I have called multiple times and Equifax continues to give me inaccurate and misleading information regarding both their policies and zero information regarding my credit file.

Company response to consumer: Closed with explanation