Consumer complaint received 2018-06-25
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Incorrect information on your report
Sub-issue: Information is incorrect

Complaint:
To Whom it May Concern, On XX/XX/XXXX I received notification of a hard inquiry on my credit from XXXX. I immediately called Equifax after checking XXXX  and found the date it was checked as being XX/XX/XXXX. They related I would have to talk to the creditor to have it removed because hard inquiries are not disputable. I called XXXX the next day due to time and spent many hours on the phone and talked to many departments to find out that someone tried to open and XXXX XXXX account in my name. I related that it was not me and I did not authorize it. I called back a few more times over the next few days and spent many more hours on the phone finally talking to someone who sounded like they knew something. I was directed to a webpage to fill out an XXXX ID Theft Claim Packet and fax it back. I called back the next day to confirm receipt and was told it will take 30-60 days for this to be processed and you will hear from us.

I have had such bad luck and spent so much time on the phone with them that I was reluctant to call back until now. It is XX/XX/XXXX and I spent about four hours on the phone with XXXX yesterday being transferred and ignored and told XXXX only does soft inquiries. I related all I want is to talk to the credit department or someone who can help me remove the hard inquiry from my credit. After being told everything under the sun and they have to generate a ticket so someone can handle the problem, I have resorted to here. I have even contacted XXXX XXXX yesterday through there website that says to let him know of any concerns or problems you might have. I just receive this email back and what is even better is the department he has told me to call is a department I have spoken to twice in XXXX days. 

______________________________________________________________________ " My name is XXXX and I am with the Office of XXXX XXXX. I will be more than happy to assist you with your concern. I sincerely apologize for the frustration you have encountered with your recent customer service experience. I truly appreciate your feedback and concern, I am proud to represent a company who takes this type of feedback seriously. I would love to be able to assist you further. However, in order to provide you with any information on the account, I will need to authenticate your account for security purposes. 

Thank you for reaching out to us. Since you did mentioned that you have already filed an ID theft claim you will have to reach out to our Security Team. Their contact phone number is XXXX. They will be able to further research and provide you with more information about your claim. If you needed more information in regards to your account you will need to respond to this e-mail with the following information : Full name on the account The last four digits of the social security number that we have on file. 

Thank you for being the best part of XXXX. I hope you have a wonderful rest of your day! At XXXX, we take great pride in our customer service efforts, so I can assure that this is not how we do business. 

As a valued member of the XXXX family, we appreciate you taking the time to contact us. I look forward to your e-mail with the above information. 

I will be your point of contact as long as you respond directly to this e-mail within in my days of business. If ever you need assistance when I am not here, another agent would be more than happy to assist you as well. 

We truly appreciate your business and continued relationship with XXXX. I hope you have a great evening! 

Sincerely, XXXX XXXX. 
Office of XXXX XXXX XXXX My Account : The hassle-free way to manage your XXXX   account anywhere, anytime? with no call needed. It's easy and fast to access and personalize your Wi-Fi name and password, check for service outages, troubleshoot or refresh your equipment, view and pay your bill, find out your tech 's arrival time, view your channel lineup and update your account whenever and wherever you want. To download the XXXX  My Account app, simply search for XXXX  My Account or click on the links below : View on the Web Download on the XXXX XXXX App Store Download on XXXX XXXX for XXXX Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Name : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Account Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Phone Number on Account : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Street Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Apartment : City : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX State : XXXX XXXX Contact Phone No : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Zip Code : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   Email Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Email Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   Category : Other Has Previously Contacted : True Method of Contact : phone, email, chat Response Expected : False Authenticated : False Inquiry : I have a hard credit inquiry that was fraudulently ran by XXXX and I have filled out the ID Theft Claim Packet to get it removed. This was on XX/XX/XXXX. I have a fax confirmation and was told I would here back from XXXX in regards to this matter in 30-60 days or it would be removed from my account. Nothing has happened over the past five plus months and I have spent multiple hours on the phone being transferred from department to department with no success. Your company really has no customer service or knowledge of its systems. If you would like to help before a lawsuit is placed, please call me at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Thank you. I have ran out of options, patience, and time. '' XXXX This letter doesn't even make sense. He states he would be glad to assist, but says I need to call a different department????? 

Long story short, if you have a fraudulent credit check done through XXXX, they will apologize and transfer you to another department. In my case, the inquiry with a few other things makes a lot difference on my credit. I have done everything physically possible to rectify this fraudulent credit check through XXXX. I am personally at my boiling point or maybe even beyond. 

Please have XXXX remove the Hard Credit Inquiry that was done on XX/XX/XXXX through Equifax. 

Thank You!

Company response to consumer: Closed with explanation