Consumer complaint received 2021-05-10
Company: EQUIFAX, INC.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
I had a legal name change on XX/XX/XXXX. This was reported to the SSN within two weeks. 

I recently entered into a contract to purchase a home on XX/XX/XXXX. When I spoke with the lender, I was told that they could not verify my identity with Equifax. This is due to Equifax not updating my legal name. Both XXXX and XXXX had no issues verifying my identity and they also reported up to date information with excellent credit scores. They had automatically picked up my legal name change and new address. I did not have to do anything. 

Because of this issue with Equifax, I stand to lose my dream home and {$11000.00} in Option Fee and earnest money during this unprecedented pandemic time if this is not fixed by XX/XX/XXXX by noon. 

Ever since my lender brought this to my attention, I have been trying to contact Equifax to fix this issue. The challenges have been enormous to say the least : XXXX. It is very difficult to get to speak to a live agent because the automated system loops into wrong circles. And even after an hour of wait and finally getting hold of one, agents barely understand or speak XXXX. It's incredibly hard to get anywhere. 

XXXX. Customer care provides inaccurate information consistently. After the brutal wait, one agent told me to fax the name change legal certificate, SSN and license. I rushed to fax them and call them the next day and they say they havent received anything and it usually takes 5 - 10 business days before this is updated in the system. When dealing with the purchase of a home, things are time sensitive and an answer like above is just vague and unsettling. 

XXXX. In the meantime, I have been trying to get access to my online account. When I tried to do so, I was told to contact customer service. 

XXXX. Again, I called the next day. Another agent told me that I need not have faxed and instead could have reported and sent the documents online. Why wasnt this told earlier? It could saved me days of wait. 

XXXX. Even after submitting the dispute, they said it could take up to 30 days. Agent also said that she can not let me talk to a supervisor although she understands my urgency since the supervisors have the same level of access. Why does this take 30 days to fix when XXXX  and XXXX can do this in 15 minutes? 

XXXX. After calling multiple times, I was now told by another agent that their systems are having an upgrade. I was told to call after some hours and they are not sure when system will be up. This is on a business day - not a weekend. Wouldnt it hurt customers like me when such an important credit report system goes down for an upgrade during a weekday? 

Feeling very helpless, I finally resorted to twitter to start voicing our situation publicly. Equifax responded with a generic and vague reply. This was their reply : " We understand the importance of your concern. Our senior team will generally follow up within two business days, however your case was escalated as an urgent matter so it can be reviewed as soon as possible. 
Please keep in mind that due to COVID-19, we are experiencing longer than normal processing times. We appreciate your patience. -XXXX XXXX To me, the message again seem very vague and contradictory. First, they say their senior team will follow up within two business days and in the next line they said due to COVID - they are experiencing longer than normal times. 

Finally today I found your website and in an act of desperation I am submitting this complaint and hoping you will come to my rescue. 

Please help in getting Equifax to fix our records by Monday, XX/XX/XXXX by XXXX 

Thank you XXXX XXXX

Company response to consumer: Closed with explanation