Consumer complaint received 2017-12-11
Company: EQUIFAX, INC.
State: VA
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:
XXXX XXXX, I signed into my XXXX account to place order of their credit monitoring and score from all 3 bureaus. When I " purchased '' product there was an error message to the summation that XXXX was unable to satisfy request because Equifax will not release credit file/score to them. 

At that point I call XXXX to get clarification, and was told to call Equifax to see what the issue is on their end, as they were the one blocking. I called Equifax, and a representative verified my identity, and checked my file stating " there was no block or fraud alert '' on file that would indicate not to release my file. that day I just gave up. 

XXXX XXXX, I tried to purchase XXXX product AGAIN, same result with Equifax will not allow XXXX to obtain necessary information from Equifax. I spoke with 2 XXXX representatives this day and they both said Equifax is blocking their access to my file. That I must call Equifax to " release file and report to XXXX '' so that I can get my score/report. Each XXXX said on their end they see an 'error code ' that indicates equifax will not let my purchase go thru 'due to possible fraudulent or misused account ... ' I have never had this issue before with XXXX, I have had this service before in previous year ( s ).  This is a first! 

I called Equifax 2 that morning XXXX XXXX XXXX ) after talks with representative, laying out the issue. Equifax rep, verified my identity, checking file to make sure no block. Then Rep # 1 said she did not see any blocks on file, she can send me report in mail ( I agreed ), but can need to call Equifax at their XXXX number for more help. 

Equifax rep # 2, verified and also saw no blocks on my file but said I could get my score from " another provider that I can get XXXX Equifax score from ''. I told him, " I just wanted to use XXXX ( I had account and used in previous years without issue ) and order all 3 at once. And if I ca n't get my score/report from XXXX, would n't same issue occur with any other provider? '' Rep # 2, reverted to him not seeing any blocks on my file. Rep 2, said to have XXXX call Equifax Business Customer line to sort this out. ( XXXX said they do not call bureaus to request consumers files/scores as it would be outside their practices. ) Rep # 2, I had asked to speak to higher up in Equifax that I can speak too, " ma'am, we all have access to same database. '' Then I offered a 3 way call, I can add XXXX to call, he said they do n't do that ( by-golly ). Well what is it that they do, do?? 

After about 5-10minutes about issue in past 30+ days with Equifax , I am done playing ping pong, as to whose responsible for blocking my file. Clearly Equifax has something in their system or other issue not allowing consented request by me, and they seem to have NO answer or higher up assistance offered to consumers for issues like this. At that point do we as consumers email their company President?? We do n't know.

Company response to consumer: Closed with explanation