Consumer complaint received 2019-12-29
Company: EQUIFAX, INC.
State: TN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
In XX/XX/XXXX, my XXXX VISA credit card account information was stolen. Thereafter, I filed a police report and, as an added security precaution, I placed an initial fraud alert, an extended fraud alert and a security freeze on my Equifax credit file. The extended fraud alert request was valid through XX/XX/XXXX.

In XX/XX/XXXX, prior to the expiration of the extended fraud alert, I completed and submitted to Equifax an Extended Fraud Alert Request Form ( found on the Equifax website ), to which I attached a cover letter explaining the paperwork was for the purpose of extending an existing fraud alert from XX/XX/XXXX, a copy of the original police report ( dated XX/XX/XXXX ) and the documentation I was instructed to include for purposes of identity verification. 

On XX/XX/XXXX, I received a telephone call from XXXX XXXX, with the XXXX XXXX XXXX Credit Bureau Fraud Operations Department ( XXXX x XXXX ). XXXX called to tell me that XXXX had received a fraud notification from Equifax and she wanted to verify some information with me. I informed her that there had been no new fraudulent activity on my XXXX account ( the account had been transitioned from a VISA to a MasterCard during the ensuing 24 months ) since the original report in XX/XX/XXXX and I advised her that the paperwork I had sent to Equifax just a few days before was simply an extension of the fraud alert Equifax already had on file because the original fraud alert was due to expire in XX/XX/XXXX. XXXX told me that she would make Equifax aware of the situation and would release any hold or dispute on the account as it was still open and in good standing. After receiving the call from XXXX XXXX, I thought it prudent to send another letter to Equifax, repeating what I had told her. That letter was dated XX/XX/XXXX. 

A few days later, I received a letter from Equifax ( dated XX/XX/XXXX ) stating that Equifax would not block the information subject to the police report I had mailed in and that XXXX would be contacted directly to verify the account. This is the action which resulted in the telephone call to me from XXXX XXXX from XXXX. XXXX XXXX notified Equifax electronically of her verification of my account ( no new fraudulent activity ; account open and in good standing since XX/XX/XXXX ; extension of fraud alert request only ) when I spoke with her on XX/XX/XXXX.

Moving forward from XX/XX/XXXX t
o XX/XX/XXXX, there was no events to report, as I was under the mistaken impression that all was well between Equifax, XXXX and myself. However, nothing could have been further from the truth. On XX/XX/XXXX, I requested a copy of my Equifax credit report and, immediately upon receipt, I discovered that my XXXX credit card account was not listed. On XX/XX/XXXX, I submitted an online dispute request related to this error. Equifax subsequently informed me that they deleted my tradeline with XXXX in XX/XX/XXXX because I had reported the account as disputed for fraud. Despite my numerous assurances to Equifax that there had been no further fraudulent activity on my account nor any fraud dispute since the original report in XX/XX/XXXX and that I was simply extending an existing alert, Equifax has refused to take any further action on my behalf to correct their error. In a final attempt to resolve the situation myself, I wrote a personal letter to XXXX XXXX. XXXX, the Chief Executive Officer of Equifax. The shipping company verified delivery of my letter to his office on XX/XX/XXXX, but I have had no response from him or his representative. 

After the investiture of numerous hours and countless telephone calls to both Equifax and XXXX, my investigation has revealed to me the simple truth that Equifax incorrectly processed the Extended Fraud Alert Request Form I submitted in XX/XX/XXXX by processing it as a new instance of fraud instead of the renewal of an existing fraud alert and arbitrarily deleted my tradeline with XXXX on or about XX/XX/XXXX, without my knowledge or permission and without just cause or reason. XXXX has categorically informed me that this error lies with Equifax and, while they are continuing to transmit my account data to Equifax each month, Equifax has blocked it and it is therefore not being accurately and completely reported, nor has it been for approximately 17 months, due to Equifaxs deliberate refusal to correct their error. 

This error was not my doing but I have been its financial victim. In XX/XX/XXXX,  prior to Equifaxs arbitrary deletion of my tradeline with XXXX, my credit score was XXXX and today, it is XXXX. I had wondered why this 48 point drop had occurred, but now I know why and I need your kind assistance in directing Equifax to remove the block and restore the tradeline ( retroactive to XX/XX/XXXX ), so that my credit score may rise back to the level I have spent many decades earning. I would then respectfully request a copy of my updated Equifax credit report accurately reflecting my XXXX account, a current FICO score reflecting the restoration of the tradeline between Equifax and my XXXX credit card account and written confirmation from Equifax that each of these requests have been completed in their entirety. 

In conclusion, I would like to add that I also placed identical alerts and freezes on my XXXX  and XXXX  credit files in the summer of XX/XX/XXXX when the sole incident of fraud originally occurred. In XX/XX/XXXX, I also completed and submitted the extension request forms and supplemental documentation required by both XXXX  and XXXX for the same purpose and both XXXX  and XXXX processed my extension request forms correctly. 

Up to this point, I have exhausted all means of resolution at my disposal of which I am aware and my appeal to your agency is what I am concerned may be the final option available to me. I am hopefully confidant that your agency, as the governmental regulator of the credit reporting agencies and the enforcer of the Fair Credit Reporting Act, will be able to assist me in resolving this grave error by Equifax so that my excellent credit rating may be restored to its proper level. I have in my possession photocopies of all of the forms and correspondence referred to herein and I am happy to answer any questions or provide any of those documents to support my complaint should your agency request or require it. 

Your kind assistance is most appreciated.

Company response to consumer: Closed with explanation