Consumer complaint received 2019-11-30
Company: EQUIFAX, INC.
State: TN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
I found out my information was part of the 2017 Equifax data breach. On XX/XX/19 I applied for a auto loan however, they were unable to pull my credit from equifax as my account was frozen. This was the first time finding out that my credit file was frozen. 

When I called equifax to remove the freeze they were unable to verify my identify over the phone and advised me to fax my social security card and drivers licence for verification. 

On XX/XX/19 I faxed my two forms of identification. On XX/XX/19 I called to complete the process after waiting 7 business days. The agent said my documentation was verified and assisted me in making an online account. I was able to make an online account but I could not access my credit score or report. 

On XX/XX/19 I called regarding the ongoing issues. The agent tried to investigate my file but was unable to verify my identity as there were no documents loaded to my file. The agent advised me to resend my identification for further verification. 

Having said that, my wife received a letter in the mail from equifax requesting additional documentation to verify her identity. We immediately noticed this was sent in error as my wife has not disputed anything on her credit file. We addressed this with the agent who looked into my wife 's file and in fact found MY drivers licence and social security details loaded to her file.The agent told me that the information sent on XX/XX/19 was in fact received. 

I have found this extremely incompetent and very alarming. How can you upload my information to someone else 's credit file? The only consolation was that the information was uploaded to my wife 's file and not a stranger. However, how could they have got this so wrong? 

I called back XX/XX/19 and an agent located in the USA advised me that my file was no longer frozen and my credit score was active. He could not disclose the score over the phone but told me that the freeze was permanently removed and I'll no longer experience issues trying to obtain credit. 

I told him i was still unable to access my credit score or file online. He submitted a claim to have the myequifax online account corrected. I received an email on XX/XX/19 that the issue was resolved. 

On XX/XX/19 I attempted to apply for a auto loan and my application was denied to due to problems with my equifax file. I could not believe this was happening again and was extremely embarrassed and frustrated with this whole ordeal. I know there is nothing wrong with my credit because I was able to obtain credit with another bank who use XXXX. 

I can not stress how important this is to me and how painful the service I have received has been. I am unable to obtain credit from most established banks as most people use Equifax. I am at boiling point because no one in equifax can solve the problem. The agents are extremely arrogant and rush you off the phone without resolving the real problem. I have missed out on great promotional interest rates due to equifax not being to fix the problem and still unable to access my credit file or score.

Company response to consumer: Closed with explanation