Consumer complaint received 2019-02-02
Company: EQUIFAX, INC.
State: MD
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:
Hello, On XX/XX/XXXX, I requested to have a chapter XXXX bankruptcy and ONLY its associated accounts disputed for time expiration ( request for removal ) from my Equifaxe credit report. I used the online dispute portal XXXX recommended by the website. Literally days later I started receiving confirmation numbers via email, staying the disputes had been completed. I thought this was odd that it happened so quick, nonetheless I attempted to log on to that same equifax site to check the results. 

Despite putting ALL of the accurate requested information identifying myself I was not able to log in. I then called the customer service number, spoke to several NON english speak representatives, having to constantly repeat myself and ultimately be told I had no completed results from the disputes, despite the confirmation numbers sent to me. They said my dispute request was " only me asking to put comments on the accounts. '' I told them that was absolutley incorrect. And further explained to them that according to the dispute site, the customer is to put into the details of the account to be disputed AND that there is a box at the bottom of the form to add additional information to assist in the reason for the dispute request. 

After this process repeated it self with every single call made to them by me from XX/XX/XXXX to today XX/XX/XXXX, and was constantly told I had no results from the few disputes. I finally asked to have a copy of my credit report sent to my for my own viewing. Once I received that report, I learned equifax on THEIR OWN had my ENTIRE credit report disputed ... even student loans currently being paid back thru XXXX XXXX with NO problem, to my current mortgage and car loan, all in good standing. 

I never asked them to dispute my entire credit life!!! I am so furious!!! 

On XX/XX/XXXX, I called back in to disputes customer service number, spoke with a " XXXX '' in the XXXX who told me, I should have " never used the online dispute '' and further more they ( customer service ) did not have access nor knew how the online process worked, BUT he knew enough to tell me that because I specifically named a few accounts to include their specific account numbers to be disputed, " I, me probably made my whole report a target to be disputed. '' I asked him how as a customer service rep WITH Equifax not know how the online dispute portal works, it's not like it a service being offered through a third party website? 
How does any of this make sense? 
Again he tells me, they have " nothing to do with the online dispute process '' DESPITE the Equifax website encouraging the public to use! 

He had NO response and actually got tired my questions and let me sit on the phone in silence refusing to respond back, until I eventually hung the phone up ( this was a XXXX  ). 

At this point NONE of what I asked to be disputed pertaining ONLY to the bankruptcy had been addressed, I still cant access the online portal and the call in customer service including the supervisors are of NO help. 

No dispute had been resolved, it's like they waited a day after my request to " just send '' a confirmation ( numerous ) numbers with absolutely NO end result. Nothing, I mean nothing was even investigated, yet my entire report and ALL if its account to include those in great standing are " in dispute per reinvestigation request '' At this point the negative and questionable information ( ie bankruptcy and its accounts ) on my report still remain with no explanation ... absolutely NOTHING was done! 

And to note, I made this same request with XXXX  and XXXX  and had absolutely NO problems at ALL. The issues were addressed as well as the bankruptcy information being removed from those reports. Its literally like Equifax does not give a XXXX about actually helping their trapped customers. 

I am in the process of trying desperately to purchase a home and THIS credit reporting agency is ABSOLUTELY my only obstacle. 
Please help!! 
XXXX XXXX

Company response to consumer: Closed with explanation