Consumer complaint received 2020-01-03
Company: EQUIFAX, INC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
Applying for a Refinance Mortgage led to a problem with Equifax Credit. This was initially done on XX/XX/XXXX. When processing the loan application, the Credit Union representative reported that she was unable to obtain the my Equifax credit score. There was no problem with the other credit agencies. I logged into the MyEquifax webpage, supposedly showing my credit information in Equifax, and used the site to remove a credit freeze. It updated, indicating that there was no longer a freeze on my credit report. This was on XX/XX/XXXX. I left a voice message for the Credit Union that the freeze was lifted. The next day, XX/XX/XXXX, the Credit Union representative called me back to inform me that it was still frozen, and that she could not obtain credit. 

On XX/XX/XXXX I called the customer care center for Equifax. After 45 minutes on the phone I was informed that my credit was " locked '' and that they had to " verify '' my identity before unlocking. I was informed that I would need to send a current driver 's license and a social security card by postal service or fax to Equifax, so they could identify my identity. Opting to use the fax service, I sent a photocopy of both items to the fax number they recommended, along with a cover sheet indicating the reasons for the fax. These were sent to the Equifax Dispute Department, at XXXX on XX/XX/XXXX at XXXX XXXX. I used the Credit Union, where I am a member and from whom I am attempting to get a Refi Mortgage, to fax the cover page and copy of DL and SSN. 

On XX/XX/XXXX the Credit Union canceled my Refi application due to the inability to obtain credit reports from all three credit reporting agencies ( with Equifax being the one that could not be pulled ).

After using the myEquifax website to determine if any change had occurred in my " Locked '' credit report, I again contacted the Equifax customer care center. After 1 hour and 6 minutes speaking with a customer care representative, then her supervisor, and then his supervisor, they were unable to inform me as to why my report was still locked, and continually stated that my information sent to the Dispute Department had never been received. They each then stated that I would need to send them the information once again in order to unlock my report. After disputing the validity of this statement, I was informed I was being switched to the Dispute Department. However, I was instead put on hold and then disconnected. 

On XX/XX/XXXX, I attempted once again to determine if my information had finally been received by the Equifax Dispute Department, and processed. Logging into the myEquifax website, it allowed me to see disputes that had previously been denied online. I took this to mean that the lock was now lifted. I informed the Credit Union of this  possibility. The next day, XX/XX/XXXX, she replied to my email saying the Equifax report was still locked, and that she was unable to proceed on my Refi application. 

On XX/XX/XXXX, I again called the Equifax customer care center to attempt to resolve this problem. After going through their phone tree answering system, I was only able to get a text message on how to manage my credit report. The problem does not appear to actually be fixed. The text message, as actually written, states : " Please our portal equifax.com to manage your credit report products and services ''. 

At this point I am stymied by this large impersonal company that doesn't really seem to care about the information it collects, or the consequences of errors it creates. Equifax obviously has no incentive to work with a consumer to maintain personal credit information.

Company response to consumer: Closed with explanation