Consumer complaint received 2018-06-30
Company: EQUIFAX, INC.
State: NY
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:
I legally changed my name last year and contacted Equifax in XX/XX/XXXX to make sure my credit report gets updated. I was told that I need to send them the proof of the name change - I did that 5 times ( both regular mail and fax calling them after each time to make sure they receive them but they kept claiming that they either didn't receive the information or the copy is ineligible ) before they finally were able to update my name on the report in late XX/XX/XXXX ( took over 3 months ). 
However, when they updated my name in XX/XX/XXXX half of the accounts disappeared from my report and all the accounts that were shown had the information as of XX/XX/XXXX. Called them and was told that it may take time for credit institutions to send them the updated data ( since they usually do it once a month at the end of the billing cycle ). XX/XX/XXXX - the information shown on the report is still from XX/XX/XXXX. Called them again, was told that they are working to fix that - but in XX/XX/XXXX came there was still no change. That's when I opened the dispute with them. In XX/XX/XXXX the results came ... Some accounts that were displayed finally started showing the updated information, 2 accounts that were missing from the report before finally appeared with the correct information, however some thet were displayed before now disappeared.. As a result of the dispute, 4 of my oldest accounts were not displayed on the report and my score dropped almost 50 points. 
Called them again, explained the situation and reopened the dispute. I asked them to link together my history for the old name and the new name since this seems to be the issue, not to create a completely new file but was told that this is not possible and everything is done automatically in their system, that nobody can change that information and that is to make sure the accuracy (??? ) ... By the beginning of XX/XX/XXXX the results came in with no change - 4 accounts are still missing from the report. 
Called them again ( 8 months since this whole process started ),  explained the situation and was told that when Equifax tried to contact the credit institutions in question, those credit institutions asked Equifax to remove those account from the report - how is this possible??? Yes, those accounts are closed/inactive by now and that is how they should be reported, but they are still part of my history and can not be just deleted/removed!!! 
At that time I was told by a customer service representative at Equifax and their manager that I need to personally contact those credit institutions and ask them to send the updated information to Equifax and ask them to include those account in my credit history again ( really??? ). I did all that, called every credit institution which information was missing and was told that the account history/information was sent to Equifax while I was on the phone with them ( it was about 2-3 weeks ago ). Today I received a letter from Equifax stating that XXXX XXXX ( one of the 4 accounts in question ) " is currently not reporting on the Equifax credit file ''. There is still no reference to the other 3 account. And I know that XXXX XXXX sent them all the information they needed as the time I was on the phone with them ( both electronically and by fax as I asked them to referencing the dispute number and my name ). 
As of today XX/XX/XXXX, almost 9 months since this started my Equifax credit report is still in inaccurate, half of my credit history is missing and there is nobody at Equifax who seem to be able to understand the problem and do something to fix my report. 
It took me 2-3 weeks to update all the information with other credit bureaus but Equifax is unable to do it 9 months down the road. This unprofessionalism among the customers service and support personal results in lower credit score from them ( about 30 points lower then from other bureaus ), lower FICO score and higher interest rate quotes when I 's trying to apply for the mortgage. 
I would greatly appreciate it if you could look into this problem, help me fix this issue with Equifax, and help me restore my perfect credit history that I worked so hard to build over the years ( my credit history is about 10 years old vs 6 years that Equifax is showing and my store used to be XXXX when this started but not it is only XXXX and the result of this issue ) Thank you

Company response to consumer: Closed with explanation