Consumer complaint received 2020-05-02
Company: EQUIFAX, INC.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Around XXXX of XXXX, I went to XXXX  to buy some towels and sheets for my mother who was visiting from overseas. 
XXXX  offered me a discount as long as I got the XXXX XXXX  XXXX, which, unfortunately, I did. 
I paid that transaction the same day over the phone, to make sure my balance was back to {$0.00} A couple of weeks went by, and I received the XXXX  XXXX  XXXX  by mail, and never used it or even activated it. 
XXXX XXXXonths went by, and in XXXX of XXXX, I got a XXXX   Statement by mail, saying that I used my XXXX XXXX, and my balance was {$150.00}. 

When I got this balance by mail, in XXXX of XXXX, I called XXXX to dispute this charge, and they said they would start an investigation. 

There was no action taken by XXXX  after my call ; on the other hand, they were charging me interest and fees on the Fraud amount they charged me. 

I got a new statement by XXXX of XXXX where they were charging me interest on the original amount. I called the same number again, and they said that they would send me a form via mail, which I must fill up and send back to them. 

On XX/XX/XXXX, I got the form, and I mailed it to XXXX. 

On XX/XX/XXXX, I called XXXX  to know about my account status, hoping that it was all solved, they said they never received the form yet, and it usually takes two weeks. 

On XX/XX/XXXX, I found another statement from XXXX  with more interest accumulating on my account. I called XXXX  again, and they said that the first form I sent was probably lost, and they would send me a second one. 
I was very concerned because that form contained very delicate information, like my name, address, and SSN. 
On that call, they informed me that they could not help me or start their investigation without the form. 
I also told them that due COVID-19, I was unable to go to the post office and send them a second filled up form, but again there was nothing they could do. 

On XX/XX/XXXX, after seeing a new statement with extra fees charged, I called XXXX  again. 
I Spoke the Fraud department again, where the person in charge told me that they have no proof that I haven't made that transaction, and calling so many times would not fix the situation, and as long as they didnt receive the form back, there was nothing they could do. 

He also said that due to COVID-19, they had fewer people working, and in order for them to see my case, it could take up to two or three months. 
I expressed my concern about my credit score being affected by this, and he got upset and said that this issue wasn't in his hands and suggested me to be more careful about handling my finances if I didn't want my credit score to be affected. 
He was also screaming on the phone and said that I have no proof to show that this was a fraud transaction, so he couldn't know if I was truthful or not. 

I felt very insulted with this response, so I called again ( the same day ), and a woman named XXXX picked up my call this time. She reviewed my case and found that XXXX  actually received my form on XX/XX/XXXX, which means eight days before this call. 
It was registered on their system, and XXXX  keeps charging me fees and interest on it. 

XXXX then transferred me to the Payments Team XXXX. XXXX suggested I should ask XXXX  to take away the interest until they finish my case investigation. 
When I spoke with the Payments XXXX, they said that removing the fees or interest was against their policy. 

On XX/XX/XXXX I got a call from XXXX XXXX, a collection company asking me to pay my account with XXXX. 
I let them know about what was going on, but they said that I should solve it directly with XXXX  On XX/XX/XXXX, I called XXXX, where they informed me that my case was still under investigation. 
I asked how long this could take because I was extremely worried about my credit score, and once again, the XXXX  representative said around a couple of months and maybe more due COVID-19. 
I thanked her for her help, and then I verbally said that due to my concerns and their lack of response to my case, I would report XXXX   to the Consumer Financial Protection Bureau. 
Then she put me on hold for about 5 minutes, and when she came back, she said that she checked my account again and now is {$0.00}, and I had nothing to worry about. 

Then I asked her when this was approved, I asked the specific date and time, and she said today XX/XX/XXXX While we were on the phone. 

This makes me think that all this time, they were extending this, while they have all the information I provided, even the form, but they didn't update my status. 

XXXX  appears to have acted in bad faith for profit. XXXX  ruined my credit score during COVID-19 shelter in place due to a fraudulent transaction. 

Here is the disclosure of those charges : XX/XX/XXXX {$150.00} XX/XX/XXXX Interest-fees {$28.00} XX/XX/XXXX Interest-fees {$3.00} XX/XX/XXXX Interest-fees {$39.00} XX/XX/XXXX Interest-fees {$3.00} XX/XX/XXXX Interest-fees {$40.00} XX/XX/XXXX Interest-fees {$4.00} My XXXX XXXX  XXXX Updated XX/XX/XXXX XXXX  is XXXX dropped 93 points XXXX  is XXXX dropped 92 points

Company response to consumer: Closed with explanation