Consumer complaint received 2023-08-25
Company: EQUIFAX, INC.
State: TX
Product: Credit reporting 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:
I have been calling and writing to Equifax for almost exactly a month now. I recently canceled my paid service due to the ongoing issues. 
To begin : End of XX/XX/2023 - each time I log into Equifax, I would receive an error message when I tried to view my credit score, and/or if I unlock or lock my credit profile. ( I will attached the error message ( s ) to this complaint. 
I called numerous time to get the issue fixed to no avail. I have been transferred and placed on hold for hours at a time and no one knows what is going on. There are still open unresolved tickets and this issue is affecting my daily life. Examples of ongoing issues : 1. I pay for PAID services such as Equifax, XXXX and myXXXX : all of my other credit files such as XXXX and XXXX often updates and refreshes. However, I get an error message that each company can not pull my Equifax credit report and to contact equifax for more information. 
2. When my bank tried to pull my credit, I was met with another error that my credit could not be pulled, and to contact equifax directly.

3. I have called directly to Equifax, verified myself, and advised the customer service representative to try to either lock and/or unlock my credit file so they can see the same error message that I see. Each time this happens the agent " submits an escalation '' and promises that I will be called back. 

Escalations have been submitted weekly since XX/XX/2023 and I have NEVER been contacted back. I sent a certified mail with a screenshot of the issues and it was confirmed to be received on XX/XX/2023 and I have not gotten a call back nor has the issue been resolved. 

Yesterday, XX/XX/2023 I called in and the first agent ( as none of them do ) had no idea what I was talking about and put me on hold for over XXXX minutes never coming back on the line to reassure me that she was looking for a supervisor. None the less, the supervisor XXXX came on and basically advised me that I am lying and that there is no internal issues going on with my account, rather than researching my account to help me find the root of the problem she basically demands and tells me that there is no issues. I advise her to try to lock my account to see the ongoing issue. She did not try to assist me at all, and if I were a customer that just " goes with the flow '' I would have never gotten another escalation sent. The agents and supervisors that work for Equifax were not helpful to me, and should all go through additional training. My main complaint is with the most recent supervisor XXXX that claimed I am lying and refused to initially assist me. I will continue filing complaints against Equifax until my issue is resolved and supervisor is reprimanded for falsely accusing me of lying. 

In a world in which access to credit and having the ability to lock/unlock and freeze/unfreeze credit is so very important and to have that taken away by an internal issue ( based on what previous supervisors have advised me of ) I am requesting to have someone with EQUIFAX to contact me immediately to resolve this ongoing, lingering issue resolved once an for all.

Company response to consumer: Closed with explanation