Consumer complaint received 2022-04-24
Company: EQUIFAX, INC.
State: TX
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:
On XX/XX/2022 I called Equifax to have dispute remarks removed from my credit report because I'm trying to get a mortgage. The rep asked me a series of authenticating questions. For whatever reason, they needed to send me an email for verification. The rep advised that my request was processed and would be updated in 72 hours or less ( Confirmation # : XXXX ). Using the XXXX XXXX app, I'm able to check my credit report frequently. The dispute remarks were not removed. I called back on XX/XX/2022 to advise that the information had not been removed. The rep again asked me a series of authenticating questions. Again, they needed to send me an email for verification. The rep that I spoke with recognized the issue, processed my request, and I was again told it would be updated in 72 hours or less ( Confirmation # : XXXX ). Again, I monitored my credit report, and again it was not updated. I called this morning at XXXX XXXX, XX/XX/2022, to advise that the information had not been removed. The rep again asked me a series of authenticating questions and sent an email for verification. This rep had to send a text message as well for verification because my email server malfunctioning. For a third time, I was told by the rep that they recognized the issue, processed my request, and it would be updated in 72 hours or less ( Confirmation # : XXXX ). This time, I requested a supervisor because of the prior issues. The rep advised that a supervisor wasn't available, but one would call me back in 2 hours. I did not receive a call. I called back at XXXX XXXX and immediately requested a supervisor. The rep immediately transferred me. The supervisor I reached began to ask me verifying questions. I assumed he would need to send me an email or text message like every other rep, but he didn't offer to send either. He didn't offer to send me a text. He stated that I would have to send written documentation for verification. Frustrated I requested to speak to his supervisor. I was transferred to XXXX, employee number XXXX. He maintained the status quo of stating that I need to send in written documentation. My husband was on the phone with me and made the point that if the supervisor would have called me back as promised, the verification would be different. The supervisor didn't acknowledge that information and didn't appreciate the urgency I was trying to convey because of the timeline I'm up against in getting my mortgage and that wasn't considered by the supervisor as well. He even " hoped '' I could call back and get someone else to begin the verification process again, but he couldn't do anything. So I hung up, abruptly, and called back. I called back at XXXX XXXX and the call dropped while I was on hold. I called back at XXXX XXXX and quickly understood why the call dropped. I was given the " we are closed '' message.

Company response to consumer: Closed with explanation