Consumer complaint received 2020-05-18
Company: EQUIFAX, INC.
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I submitted several disputes on the online dispute option that is on the myEquifax website. I believe the original dispute was submitted on XX/XX/2020. My personal information ( full name and a past address ) is incorrect on my credit report, but only on my Equifax report ; XXXX  and XXXX  both do not show the incorrect information. I have since received emails for three different confirmation numbers, and still unable to access my dispute. The following is a summary of the emails that I have received, and the actions I have taken to get this issue resolved. 

On XX/XX/2020, I got an email from Equifax stating that they had received my dispute, and needed documentation in order to process the request ( confirmation # 1 ). 
On XX/XX/2020, I got an email from Equifax, saying that they needed documents to verify my dispute ( confirmation # 1 ). I uploaded a copy of my driver 's license and my social security card using the uploading tool on their website. 
On XX/XX/2020, I got an email from Equifax saying that my dispute was completed and will be available to view online until XX/XX/2020, and a link*** was attached to the email ( confirmation # 3 ). 
On XX/XX/2020, I got a reminder email from Equifax saying that my dispute was completed and will be available to view online until XX/XX/2020, and a link*** was attached to the email ( confirmation # 2 ). 
On XX/XX/2020, I got a second email from Equifax saying that my dispute was completed and will be available to view online until XX/XX/2020, and a link*** was attached to the email ( confirmation # 3 ). 
On XX/XX/2020, I got another reminder email from Equifax saying that my dispute was completed and will be available to view online until XX/XX/2020, and a link*** was attached to the email ( confirmation # 2 ). 

*** When I click the link to the dispute, it goes straight to the login page. After logging in, I find the dispute center, and click the link to " check dispute status ''. When it loads to that page, the following error message comes up : " It looks like we need more information to securely match you to your dispute file. Our consumer care team is ready to assist you with that. Please call us at XXXX between XXXX XXXX  until XXXX XXXX  EST, seven days a week so that we can help. '' I called Equifax on XX/XX/2020 @ XXXX, on hold for 3 minutes before the call disconnects. I call back @ XXXX, on hold for 1 hour and 40 minutes before hanging up. 
I call Equifax on XX/XX/2020 @ XXXX, call disconnects after 1 minute. Call again at XXXX, call once again disconnects after 1 minute. Call another number ( still Equifax ) @ XXXX, disconnects after 3 minutes. 
I called Equifax on XX/XX/2020 @ XXXX, and I finally get through to someone. I spoke with someone who barely spoke English, and after expressing my concern with the incorrect information on my credit report, and not being able to access the dispute center online, this person wants me to send my license and social security CARDS through the mail. Not copies - the actual cards. He says I need to prove that my name has changed from what the report says. The problem is that my name has NEVER been what's on the report! I told him that, and that I am not comfortable sending my personal information through the mail, and I have already uploaded my license and social security card through the online tool. He says he's going to place me on a brief hold, and to wait on the line. He then disconnects the call. 
I called Equifax on XX/XX/2020 @ XXXX, on hold for 44 minutes before the call disconnects. 

I am really not sure what to do at this point. I have tried calling, waiting for entirely too long. When someone did finally answer, they hung up on me. I can't view the dispute, but the incorrect information continues to be on my report.

Company response to consumer: Closed with explanation