Consumer complaint received 2015-11-04
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting
Issue: Credit monitoring or identity protection
Sub-issue: Billing dispute

Complaint:
I ordered a new service plan with XXXX phones with XXXX via the telephone on XX/XX/XXXX. 1 ) XXXX questioned me about my SSN a few times but never mentioned that they were showing a different # and I had to verify who I was with about XXXX-XXXX security questions. So I know you ran my correct SS number originally.. On XX/XX/XXXX I tried to check the tracking #, XXXX had n't received it yet. On XX/XX/XXXX XXXX still had n't received it yet. On XXXX I called because it still was n't showing shipped. 

on XX/XX/XXXX I went to activate phones and change them to my number that I already had. XXXX tells me that my social security number is incorrect and there is nothing anyone can do about it over the phone. I spoke to a rep, a supervisor and even argued with a rude manager, only to be told over and over that XXXX is not and can not do anything for me to fix the problem they created. They were not able to turn on my service nor change the number because I needed to verify the SSN number first, which I did not know of because they one they had in their system was not mines. I was instructed to go into the store and update my SSN or return the phones and pay a {$50.00} per phone restocking fee ( {$100.00} total ) to send them back. 

I decided to give XXXX one more chance because I ca n't afford to throw away {$100.00}. I went to the store XX/XX/XXXX and was there for almost an hour. The reps there were helpful but had no idea how to accomplish what I needed. The rep verified my SSN physically and stated to me that the SSN number they had in the system was not even close to my SSN, it was totally incorrect. They called customer support over the phone while I was there in the store. I was transferred at least 3 times to different departments over the phone. I was told that XXXX needed to run my credit all over again because it was n't my credit that was initially ran. I did not agree to this because I know they originally ran my credit because I answered security questions about myself. OR I could turn the phones on but just have the wrong SSN attached to it. As a result of just leaving it the way it was, I would never be able to call XXXX, nor could I change my numbers, as originally planned. After much deliberation, arguing and pleading, the final solution was to " allow me '' to return the phones and not be charged a restocking fee and to cancel the account. My money was to be returned to me and I was walking away no phones and no service. 

I returned the phones via XXXX and I have my tracking number to prove it. A month later I called XXXX because I still have not received my money back and I received another bill in the mail from them. They would not even help me because I did not have the correct SSN number to verify who I was. I called XXXX different numbers and finally received help from an agent who said she was going to turn off the billing because it was still on and she transferred me to cancellations who said that XXXX has received the phones but they were just sitting at a warehouse in KY. He told me he was going to write up an investigation and I would receive my money back after they determined that it was " lost ''. 
I called XXXX on XX/XX/XXXX and after being transferred 4 times, hung up on twice, and being told that no one could help me with out this phantom SSN that is not mines I was informed that no investigation had been submitted to look into where the phones were. I was told that I needed to go into the store again to get this straightened out because they could not give me any information with out my SSN. I still have not received my money back, the investigation into the phones has not even began. XXXX said they can not help me because their contract is with XXXX and to top it all off. I am not receiving calls from collections agency on XXXX behalf for a service I never received. 

HELP ME

Company response to consumer: Closed with explanation