Consumer complaint received 2018-04-12
Company: EQUIFAX, INC.
State: MA
Product: Credit reporting, credit repair services, 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 placed a freeze on my Equifax credit file in XX/XX/XXXX, to protect from any fraudulent activity, since my social security number was compromised in XX/XX/XXXX. 

I am now in the process of buying a house, and trying to get a mortgage approved. I attempted to lift my Equifax freeze on XX/XX/XXXX. The website said it could not process my request, so I called the customer care phone number, updated my information with Equifax, and was told the freeze was lifted. Additionally, Equifax mailed me a letter confirming that the security freeze was permanently removed from my Equifax credit file. 

On XX/XX/XXXX, my lending bank attempted to obtain my Equifax credit score. It came back as still frozen. I called the customer care line again on XX/XX/XXXX, who said the freeze was indeed lifted in XX/XX/XXXX. I said this was not correct, instructed them to lift the freeze again, and the representative told me the freeze was lifted again, and provided a confirmation number. We told the lender to try obtaining the Equifax report, and it was still frozen. 

I have since tried calling the customer care line multiple times, providing all correct personal information, PIN numbers, SSNs, and past confirmation numbers. I end up starting the process over again regardless, are told the problem will be resolved, and are left with no solutions. 

I even asked to speak to a manager/supervisor, and was transferred to another person. He was not able to solve my problem and asked if he could call me back. He indeed called back, but left a message looking for a different person, trying to solve a different problem. I called again stating that the supervisor left me a message with incorrect information, and the representative said the message was left in error, and not in regards to my account. 

The problem is still not resolved. On the most recent call to Equifax, they stated there's an error with their computer service, and it would take a minimum of 72 hours to process my request, to remove the freeze. I have continued to check their website, and use their automated phone service. The website will not allow me to perform any action on my credit file, " more information is needed '' and I'm instructed to call or mail them. The automated service line works, but it also states that there is an active freeze on my credit file still, and I can not lift it through the automated service. 

I tried to do the right thing by protecting my credit, my finances, and my future. I'm now regretting even trying. It's frightening that Equifax has this much influence on my life, and that amount of influence is equal to their inability to provide any customer service. 

Each representative I speak with starts from scratch, has no alternative solutions, just reads a script, and does their best to end our call as soon as possible. They become condescending, and one representative even said " don't worry about it ma'am '' when I was obviously distressed and angered by the situation.

Company response to consumer: Closed with explanation