Consumer complaint received 2021-03-18
Company: EQUIFAX, INC.
State: MD
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 was in the process of refinancing my home. 
We discovered that they were two lines of credit on my Equifax report as well as an incorrect address. We were finally able to discern that this information belongs to my XXXX who shares the same first name and a different middle name. 

On XX/XX/2021, I contacted Equifax and filed two complaints, one relating to the two lines of credit, and the other relating to the incorrect address. 
Confirmation number XXXX regarding the incorrect names and addresses. 
Confirmation number XXXX relating to the incorrect two lines of credit. 

I was told that resolution would take XXXX  days. I was checking on Equifax weekly. The dispute was shown as pending. Suddenly on one occasion I believe in early XXXX the report mysteriously showed that I I had no disputes pending. My Equifax also showed that all records relating to my credit rating including bank accounts, credit cards, mortgages, had been completely deleted from my Equifax report. Alarmingly, without this information, Equifax was still able to generate a rating of XXXX. (? ) On XX/XX/2021 at XXXX XXXX I spoke to an Equifax agent by the name of XXXX, employee identification, XXXX XXXX. With much difficulty do to a language barrier and the agents inability to grasp my issue, he continued to insist that I file a dispute. Again with much difficulty and repetitive explanations, he was finally able to discern that I had a Mixed file Meaning that my file was mixed with my XXXX. He explicitly told me to fax my drivers license and Social Security card to Equifax fax number XXXX - XXXX. He also explicitly stated that my case was elevated to Consumer Affairs and they would be calling me. 

I then received an email from Equifax consumer affairsXXXX  on XX/XX/XXXX requesting that I email my drivers license and Social Security card to which I responded promptly. 

On XX/XX/2021 at XXXX XXXX I spoke with a XXXX XXXXXXXX. She stated that my a Equifax report had been amended as of XX/XX/XXXX and that she mailed the report to me. I stated that the prior agent informed me that they were to call me. Additionally, as I had been corresponding by email, I had no expectation of receiving a paper report. 
During this phone call I checked my Equifax report which still did not reflect the update. 
XXXX XXXXXXXX informed me that XXXX IT  department would correct my website. My present account would be closed and I would then re-open a new account. I specifically inquired that my email would not show as already being used, having had experience with this type of issue. She assured me that this would be taken care of. 

On XX/XX/XXXX at all proximately XXXX XXXX, XXXX XXXXXXXX called me and stated that my old account have been deleted and I should register for a new account. 

I tried to register for a new account, however, the website told me that my email was already in use. I then tried to log into my old account to which I was now locked out. 

On XXXX  XX/XX/XXXX, around XXXX I spoke with a XXXX XXXXXXXX, Who assured me that she would fixed my XXXX already in use issue and that she would call me Monday morning. 

On XXXX XX/XX/XXXX, I never received a callback from XXXX XXXX.I called Equifax on multiple occasions, with the general consumer support, with agents insisting that I had no dispute on file, they could not connect me to consumer affairs, or when they finally got to consumer affairs, consumer affairs would tell that agent that my issue has been taken care of and there was no need to speak with me. I asked specifically for both XXXX XXXXXXXX and XXXX XXXXXXXX, but to no avail. The agents who work for the general consumer  support often have a language barrier and were often unable to comprehend my issue, and/or were generally stuck with insisting that I needed to file a dispute because I had no dispute on record. 

So you can understand my frustration with this circular handling of my Equifax report. This has been especially difficult for me in the midst of trying to refinance my mortgage. 

Thank you for your help and I look forward to your response.

Company response to consumer: Closed with explanation