Consumer complaint received 2022-12-12
Company: EQUIFAX, INC.
State: LA
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:
On XX/XX/XXXX, I attempted to login to https : //my.equifax.com/membercenter/ # /myAccount to pull a copy of my credit report. I logged in to retrieve the report and received error code NH ( No History ) as if I do not have a credit report. I called Customer Care and went through an identity verification process that does not work with a link they send to your cell phone. It allowed me to take a picture of my DL 3 times, picture was not blurry or dark and it would not accept and timed me out for too many attempts. The rep then proceeded to ask me identity questions that were all related to my CREDIT REPORT and no questions about my identity such as demographics, people I may be related to or have associations with, etc. It appears that Equifax was trying to get me to validate debts that I had been disputed and removed from my credit report. I could not provide the answers to these questions ; however, they still gave me access to the website by resetting my password. I was then told to wait XXXX mins to login and request the credit report. I did that the same day, XX/XX/XXXX about an hour later, and then received an error message of XXXX, which meant from the rep that answered that their system shows me having a blank credit report at XXXX XXXX XXXX?!? I don't think so. He completed the same verification process from earlier, asking the same exact questions the last rep answered, so I gave the same answers. He further proceeds to tell me that the reason I can not see my report is because I disputed some things and since they were deleted from my credit report is the reason why it shows blank. He requested for me to mail or fax my DL and SS Card to Equifax by mail or fax. I told him that they should already have it on file because since XXXX I have been having this credit report issue with Equifax only, and I sent that same information in back in XXXX, while also explaining that the DL is valid as it does not expire until XXXX and no information has been changed in reference to my SS Card which is also still valid, address is the same as well. The rep then informs me that the last time they received information from me was back in XXXX when I know I mailed copies of my DL and SS card in XXXX, yet they do not show anything being received since XXXX. I have settled disputes with Equifax that took place in XXXX and XXXX of XXXX, and my credit report was available online for me to see at that time, so how 7 months later do I have no report on file and no record of my DL and SS card on file being received since XXXX? Doesn't make sense. I informed the rep that I would not be sending anymore of my personal information to them via mail, that they should have a section online where I can upload these documents. And this is how identity theft starts, by sending in personal documents through the mail and then the company saying they did not receive it. So who did because it never came back to my house as returned mail? And this is why I need a copy of my credit report. So now I have to wait XXXX business days to receive a copy of my credit report via the mail because Equifax has a raggedy system that easily gets hacked and anyone can have access to my personal information but I can't obtain a copy of my credit report online unless I send in a DL and SS Card that they already have confirmed to me is on file since XXXX, that is not expired. Make it make sense.

Company response to consumer: Closed with explanation