Consumer complaint received 2021-04-06
Company: EQUIFAX, INC.
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I am writing your office to seek proper justice in regards to an ongoing issue that I am having with Equifax. The issue started back in late XXXX when I fell victim to identity theft, as a result of an Equifax data breach. At the time, I sent a letter to Equifax requesting them to block fraudulent accounts from my credit file, pursuant of section 605B of the Fair Credit Reporting Act. However, Equifax refused and stated that they conducted an investigation that resulted in the data furnishers verifying that the accounts in question belonged to me. This was incorrect, as an example, I had a letter from XXXX ( one of the data furnishers ) that supports my claim. When I further pushed this issue with Equifax, they made the decision to label the accounts as Consumers Dispute Reinvestigation in Progress. 

In late XXXX, I ended up having to file for Bankruptcy due to a loss of employment as a result of COVID-19. At this time, I started trying to clear up my credit report since I work in the financial services industry. On XX/XX/XXXX, I reached out Equifax Customer Service at XXXX and spoke to an International Agent. I requested that she remove the Consumers Dispute Reinvestigation in Progress remark from three ( 3 ) of my accounts that were included in the Bankruptcy, since the investigations were completed over a year ago and she said that the remarks were going to be removed. After five ( 5 ) separate attempts from XX/XX/XXXX through XX/XX/XXXX, they have been unable to simply remove the remark from the three accounts, even though they have confirmed that the accounts are NOT in a dispute status and told me that the remarks will be removed within 48 hours each time that I called. 

I called again on XX/XX/XXXX and spent 41 minutes on the phone with another International Agent ( XXXX XXXX that wanted to initiate a 30 days dispute, even though I explained to him that I am not trying to dispute the accounts, but simply asking for the Consumers Dispute Reinvestigation in Progress remark to be removed. I then asked to speak to a Supervisor and I was connected with XXXX ( the Supervisor ) who again looked into my Credit File and stated that the remark will be removed within 48 hours and provided me with a confirmation number. XXXX also told me to track the status through MY.EQUIFAX.COM. 

On XX/XX/XXXX, I logged onto MY.EQUIFAX.COM and noticed that Equifax has completed the investigation, but the remark is still showing when I refresh my credit report. At this time, I called Equifax again and requested to be transferred to a U.S. Agent, but the Agent refused and stated that she would need to verify my information and take a look at my credit file first. This made no sense since the system had already verified me, I have to provide personal information and had a verification code sent to my phone. The agent kept pushing for me to verify my information, therefore, I did so in hopes that maybe this time, things would get resolved. At the end of the call, the agent kept going around in circles, at which point, I requested to speak with a supervisor. The agent then placed me on hold and came back and told me that I would have to would have to wait for a significant time to wait for a supervisor. Given the run around that I had been getting, the wait was necessary and I made the choice to do so. When the supervisor, XXXX, finally came to the line, she was irate that she had to deal with the issue and felt that she should not have to talk with me. XXXX also refused to transfer me to a U.S. Agent. Instead, she provided me with a phone number to call ( XXXX ). When I called this number, it directed me to another international agent in the same department. The agent that then answered the phone told me that even though the number is for Equifax-U.S., the number does not get routed to the U.S. All together on XX/XX/XXXX ( please see the attached call log ) I spent another 2 hours on the phone. 

On XX/XX/XXXX, I received my bankruptcy discharge. On XX/XX/XXXX, I sent Equifax a letter along with a copy of the bankruptcy discharge order by certified mail asking them to please make sure that all of the accounts included in the bankruptcy are being reported accurately on my credit report. I also included in the letter a copy of the accounts as they currently were appearing on my credit report along with a copy of my drivers license and social security card. 

Upon checking my Equifax credit report on XX/XX/XXXX, I noticed that Equifax is now reporting the accounts that were discharged in bankruptcy as open derogatory accounts. This is incorrect not only due to the bankruptcy order, but also because prior to the bankruptcy discharge, the accounts were all previously closed. Given that this incorrect reporting is impacting 15 accounts, I called Equifax on XX/XX/XXXX, to have the error made by their agent rectified and have the accounts deleted from my credit report. The agent that answered the phone refused to correct their error and instead stated that they had to conduct a 30-day dispute. This is their error and with the proof of the bankruptcy discharge along with the prior credit reports showing that these accounts were closed that I sent, and they received, there should be no need for a dispute. Once again, I received a run around, at which point I requested to be transferred to the consumer affairs department. Rather than transfer me, they hung up on me. This interaction took up another 2.5 hours on the phone, and did not get anything resolved. All that I ended up with was more frustration. In addition, I believe that Equifax Agents are now retaliating against me after the XX/XX/XXXX incident, since all of a sudden I am unable to pull my annual credit report and I am being asked to jump through additional hoops to provide verification every time that I called. 

I am currently pursuing job interviews that will require my credit being pulled. Their erroneous reporting could have a negative impact on my ability to acquire gainful employment. My hope is that you can intercede and assist me in getting this matter resolved. As you can see, I have made valiant efforts to do this myself, but feel that someone with more authority needs to assist me as they are in violation of fair credit reporting practices and guidelines.

Company response to consumer: Closed with explanation