Consumer complaint received 2015-09-15
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Information is not mine

Complaint:
Dear CFPB : I am having multiple problems with the credit reporting bureau Equifax of XXXX, XXXX. They continue to send my personal credit report, and other Equifax information, to one of my old addresses in XXXX, XXXX. I have received XXXX of Equifax 's letters, but I still have not received an updated, detailed Equifax credit report. I have not lived at the XXXX, XXXX apartment address since XX/XX/XXXX. Equifax refuses to correct my address to XXXX, CA. I have lived at this XXXX, XXXX apartment for 4 years. I did send Equifax a copy of my XXXX, XXXX utility bills, photo ID, and a copy of my Soc. Sec. card, on XX/XX/XXXX, via overnight U.S.P.S. certified mail/return receipt. Equifax assured me XX/XX/XXXX that my address would be corrected to XXXX, and that the old XXXX address would not be used. 
I originally discovered that I was a victim of major identity theft/mail theft on XX/XX/XXXX. I contacted all XXXX main credit reporting bureaus on XX/XX/XXXX, via phone and web site. I also contacted the postmasters and postal inspectors, as the identity thieves/mail thieves were using XXXX false addresses to open up fraudulent accounts and loans under my name ; XXXX address is in XXXX, XXXX, and the other in XXXX, XXXX. ( I was a longtime resident of XXXX, until XX/XX/XXXX. ) As a precaution, I re-forwarded all of my mail from the last 15 years to my current address in XXXX, XXXX. 
The other XXXX credit reporting bureaus, XXXX and XXXX, corrected my address immediately to XXXX, XXXX, XX/XX/XXXX. My XXXX credit report is now the only one that contains any correct account information. XXXX has been extremely slow, but at least they are, finally, starting to correct some of the fraudulent account information/loans showing on my personal XXXX report. 
Equifax, however, will not correct any information on my report. They did send me a letter dated XX/XX/XXXX ( which I received XX/XX/XXXX ) ; the letter stated my security freeze renewal was in effect, and that my address would be changed from XXXX, XXXX to XXXX, XXXX. I do not understand why it took Equifax all of these months to make the address change. 
Equifax refuses to send me a copy of my own updated, detailed credit report because I can not answer their security questions online or over the phone, " How much is your monthly mortgage? '' " How much is your monthly car payment? " The identity thieves/mail thieves took out the fraudulent home and auto loans, along with several other fraudulent accounts. I have never taken out a home loan while living in XXXX. I have never taken out a car loan. 
I contacted Equifax, yet again, by phone today ( XX/XX/XXXX ) at XXXX XXXX. PDT and XXXX XXXX. PDT. Both times, I asked to speak with a supervisor. Both times, I was told Equifax would not give me any information because I had to provide a " file number '' from their XXXX letter. There were not any file numbers listed on the letter. 
Equifax has several different phone numbers, which makes it very frustrating for consumers. There is one Equifax phone number specifically for ordering a credit report, there is another phone number for placing a security freeze, there is a third phone number for placing a fraud alert, and yet another number for filing disputes. Equifax should simply have one main toll-free phone number, with different options available for callers. 
According to Attorney General XXXX XXXX ' identity theft division, I am entitled to XXXX free monthly credit reports, in a one-year time span, as I am an identity theft victim. However, I can not even get XXXX updated report from Equifax mailed to my correct XXXX, CA address.

Company response to consumer: Closed with non-monetary relief