Consumer complaint received 2021-08-12
Company: EQUIFAX, INC.
State: CA
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: Was not notified of investigation status or results

Complaint:
I have attempted to fix this problem with Equifax now for several months with multiple different representatives and multiple dispute and claims and nothing has been done every time Im calling to check on the status which the claim is going to take seven business days they say they have no record of my open ticket or claim and also no representative or supervisor understands what is going on with my credit file everybody is confused and nobody knows how to fix my credit report to start reporting again. 

This needs to be fixed immediately and is illegal at this point the credit bureau has an obligation to update my credit file every 30 days with accurate information and I have not been updated on my credit file since XX/XX/XXXX of XXXX. 

Last year in or around XX/XX/XXXX I had a legal name change from XXXX XXXX to XXXX XXXX XXXX. I updated my name change with all three credit bureaus and all of my credit card companies and loans. The three credit bureaus successfully change my name on all three reports and all of my credit cards now have my new name. Around XX/XX/XXXX, I called into Equifax because I noticed that when I logged into my Equifax online portal the greeting message on my online portal account still said Welcome XXXX! So I asked the representative if they could please fully update my file by updating my online greeting name to my new legal name. The representative changed my name successfully but ever since I did this my credit file has no longer reported or updated as of XX/XX/XXXX. Also XXXX XXXX and third-party company is also not receiving any updates from Equifax on my updated and accurate credit file information. I first started disputing this with XXXX XXXX  and they were the ones that told me that it was equifax who has not sent them any updates on my credit file any longer. So I reached out to equifax and they are confused as to why this is happening we tried multiple troubleshooting routes including on enrolling my online access and re-enrolling it etc. and nothing is seems to fix the problem. I just called in today and once again the representative is saying that the confirmation claim number that I was given is not pulling up anything so I keep having representatives open new claims and nothing results from these supposed claims to fix my problem and I am stuck now three months now without an updated credit file which to my understanding is not even legal. I suspect but I may be incorrect but possibly XXXX XXXX scoring model is the one who maybe has my old name still registered and maybe there is a missing link now ever since I updated my name on my profile and its not reporting any longer with updates theres definitely something missing here. This is simply speculation and not factual I honestly do not know really what is going on. My credit file within the equifax portal constantly says my new credit file will report an X amount of days leading up until the XXXX of the month. Once the XXXX of the month arrives my credit file does not update and it still says last update XX/XX/XXXX and next credit file update refresh 30 days from now. And its been like this for three months now. Lastly I am also unable to subscribe to Equifax paid membership services to be able to monitor my credit with updates on a daily basis. Whenever I try to pay for the subscription of {$4.00} I get an error message saying that it was unable to complete the money gets debited from my account and stays in the limbo for 5 to 7 business days until it is returned. I did this one time five times back to back to see if I was doing something incorrectly and its {$5.00} five different times totaling to {$25.00} taken from Equifax and left pending for 5 to 7 business days before my money was returned to my bank. So I am unable to also even subscribe. I had a family member try to add me to their Equifax family membership of {$20.00} as an add-on. When I receive the invitation via email from the family member I select to accept invitation and it says that I am in eligible to add on to the family account. Something is definitely wrong with my Equifax credit file online and nothing is reporting. Its been way too many times Ive called in now over the last three months and I need this fixed ASAP at this point or Im going to seek legal assistance from a lawyer. 


Thank you

Company response to consumer: Closed with explanation