Consumer complaint received 2016-10-15
Company: EQUIFAX, INC.
State: MD
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Account status

Complaint:
XXXX XXXX - relocated from XXXX, MD to XXXX, MD. Communicated to XXXX I wanted to relocate service from XXXX to XXXX. XXXX acknowledged they served that area. Installation date established. I took time off from work for install but XXXX was a " no show. '' Followed up later that same day by calling XXXX ( because they never called ) and was told XXXX does not provide cable service in " XXXX XXXX '' area. 
XXXX advised that they do provide telephone and internet service in that area so another installation date was made XX/XX/XXXX for which I again needed to take time off from work. After the 4 hour window passed on the new date of install, I called XXXX and was informed by the department that took my call that XXXX does not offer internet service in that area so no one would be showing up. At this point, I explained my frustration of being mislead and stood up by XXXX not once, but twice! 
XXXX explained that I was " a valued customer '' and that they could provide me land line service " within a few hours '' and for which I would not have to be home to receive. 
Two days passed and I did not have the land line service. Two more days passed and I still did not have service nor any communication from XXXX. At this point, I called ( from my cell phone ) moreso to vent my frustration than to find out why I had no land line service. 
The XXXX representative apologized for the overall lack of service and the misleading information but could not offer an explanation of why I kept being mislead. 
At this point, XXXX acknowledged that they could not provide me the services I needed. Up to this point, all of my XXXX bills had been paid on time. I never had a late fee and I was considered " a valued customer. '' While I was on the phone with the representative I confirmed I would not be receiving ANY service from XXXX, I asked if I owed any money or if I would be billed for anything. The representative stated he reviewed the documentation of the events, confirmed I owed NOTHING and then stated, somewhat in jest, " No, '' that they would not charge me " for not showing up. '' I went on to explain that if I DID owe something to XXXX I would pay it at this time. I was again assured I did not and would not owe anything and my account was " Closed by the Consumer. '' Two years later, XX/XX/XXXX when I applied for a new home mortgage, I learned there was a {$230.00} XXXX dollar bill overdue to XXXX. Note that this delinquent item on my once clean credit report had knocked my score down over XXXX points and hindered me from getting a new home mortgage. 
I immediately called XXXX to inquire about it and was told, " there 's nothing we can do about it. '' I went from " a valued customer '' to being treated as worthless ( in XXXX 's eyes ). 
They were not open to explaining what happened - once again - and they were careless in how their underperformance had affected me. 
Since my wife and I are still in the process of acquiring a new home mortgage, the lender advised that I " just pay it because XXXX has an army '' to fight me. So, I paid it and have been disputing it ever since, but it still shows negatively on my credit report. 
Any help you can provide - even if it is to share this with others in hopes of helping their case ( s ) against XXXX - is greatly appreciated. Thank You.

Company response to consumer: Closed with explanation