Consumer complaint received 2019-08-14
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
At the beginning of XXXX, I downloaded my free annual credit report. I found a discrepancy so I submitted an online dispute with Equifax on XX/XX/XXXX. On XX/XX/XXXX ( day 35 ) I was notified by email that my dispute was complete. Over the last 10 days, I have tried to access my online results on multiple occasions with no success. Initally, the website said the online access function was temporarily unavailable. Then it would say they needed additional information before they could release my results. I provided all the info online but it would then tell me the results were temporarily unavailable. On XX/XX/XXXX, I was finally able to get in and see the PDF file of my results. When I tried to download them, they website said electronic results were again unavailable. At approximately XXXX I treid to access my online results again. This time I was never asked to verify my identity further, I was just being told to all a XXXX number. I was on hold for approx 20 mins before I finally spoke to the first representative. I explained the issue and he said he could take the information over the phone. I assumed it would be the same basic questions asked via the website but this person wanted more info. He started asking me monthly payment information I did not readily have. Then he wanted to know my monthly payment info on my major credit cards. I told him the payment varies each month depending on the current balance of the card. He just kept asking for the same information. I told him what I could remember but that was not good enough. He then wanted me to mail him a copy of my social security card and drivers license. This sent up a lot of red flags and I became even more upset. I asked to speak to a supervisor. I was then transferred to someone else and we had to go through the same set of questions once again. I was finally able to provide her the info requested after going back home an logging into my accounts. She too asked for the monthly payment on my credit cards. When I told her the monthly payment varies according to the balance of the card, she just wanted the balance info. After it was all said and done, she said she would mail me the results. When I asked her why couldn't they do that in the first place since the online portal was not working. She began to give me the run around and never answered my questions. I became even more skeptical of her so I asked to speak to her supervisor regarding the online access to my credit report and dispute. She refused and actually told me " No ''. When I asked if she was denying me to opportunity to speak to her boss, she disconnected the call. I was then transferred to a customer service survey where I left the lowest marks and verbal complaint. According to the Equifax website, I should have received my results within 30 days. Second, I should have been provided the opportunity to gain access to report/dispute online. When I asked for online access, I was told no and I had to get it mailed to me or results provided over the phone. Third, when someone ask to speak to a supervisor, they should be awarded that opportunity or at least provided with an avenue to do so. I should not be told " no '' and then hung up on from a credit reporting agency.

Company response to consumer: Closed with explanation