Consumer complaint received 2019-01-30
Company: EQUIFAX, INC.
State: KY
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: Their investigation did not fix an error on your report

Complaint:
On XX/XX/2018, I submitted a dispute through Equifax for several items on my credit report. These items had already long since been investigated and removed by XXXX, who is wonderful by the way. I got a confirmation via email on the 30th day after my dispute. I attempted to look up the results but, again and every single time, I could not confirm my own identity via their site. So I called Equifax and after about 25 minutes, was able to finally confirm identity via phone and with a rep. After 25 minutes on the phone, they said I had to speak to another department, so they transferred me and I, again, had to go through the arduous process of confirming my own identity. At about the 45-minute mark on the phone, I was told that they had investigated and it was determined that all of the bills were mine and my responsibility. I proceeded to tell the rep that I know they didn't investigate it because how can I be responsible for a bill for healthcare to a facility I've never visited in a town I've never been to? I told them that, when I go to the doctor, I have to provide my ID, insurance card and I have to sign a paper saying I'm responsible for the balance. I told them that if they truly did investigate, they would have taken it off seeing that that company or facility does not have any of that information for me because I've never been there or gotten services from them. The rep then admitted to me on the phone that they don't really investigate, I quote, he said that they, take the collector word for it. I repeated that statement back and he confirmed it a second time. I want to know how is it that a company like Equifax, who holds my whole life in their hands, is not responsible for ensuring that they are only giving accurate information? With everything else going on with this company, how is it that an already antiquated Financial Credit Reporting System is still in place much less ran by people who have no Integrity for accurate information? They offered to start another dispute and I asked them what would be different this time when I gave all of the information last time and they're not going to investigate it anyway? The gentleman hung up on me. I complained via phone, social media and through a web form yesterday evening and today, my Equifax, and only Equifax, credit score lowered by 80 points without the usual disclaimer of why it raised or lowered. As someone who has no input or decision-making when it comes to something as serious as this, I demand and sincerely request that we as a public finally get a right to determine who it is that has access to our information and want to know how they are processing it to ensure accuracy? Everything I've worked hard for the last few years and planned is literally on hold and ruined after that 80 Point drop ( retaliation?! ) and their refusal to remove a bill that is legitimately not mine. And let me remind you that they don't just refuse to remove it, they refused to investigate it. They have a legal obligation, and since its on our credit report, why don't they have the burden of proof rather than just adding things to your credit without checking for validity?! At this point, I'm going to go get my own documentation from that company and I will publish it publicly. Thank you for your help!

Company response to consumer: Closed with explanation