Consumer complaint received 2019-12-11
Company: EQUIFAX, INC.
State: VA
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:
I was declined credit, after being first approved, upon a hard pull of my Equifax report. I was advised by the lender that I had a split file, and my soft pull file was different from my hard pull file. I was told to call Equifax. I did so on XX/XX/XXXX. After over an hour on the phone with a representative telling me I had no split file, I called the lender. The lender gave me very specific information on what was going on. My soft pull file had only my current name, current address, and a few accounts. My hard pull file had my other accounts, but not the ones that are on my soft pull report, all of my names, addresses, and also had the incorrect birth date. I called Equifax back, asking to speak only to a supervisor, at which time, after over an hour again of discussion, I was finally told yes, I did have a split file. I was advised I needed to write a letter to have my split file merged, and also correct my birthdate, and send this in by mail with identity confirming documentation. I was told this had to be done by mail, and it would take 3-4 days. I mailed everything in on XX/XX/XXXX. I called today to check up on this issue. I was told by the first representative, after over 30 minutes of identifying myself, that I did not have a split file. I went through the whole ordeal again, and told her to read the notes. She finally did and then said it was fixed. I asked her when and she said on XX/XX/XXXX. Not possible. I told her that I had not sent in my documents by that point. She told me no one ever got my documents, but that I never had a split file. This made no sense. How can you fix something that you then say never happened? I asked to speak to a supervisor at which time, yet again I was told I never had a split file, and no one had ever gotten any of my documents. Both of these representatives spoke to me as if I was the one who was lacking understanding, which is not the case. This split file is destroying my credit. I am supposed to be doing a renovation and I can not apply or get approved for what I need as this split file situation makes my Equifax hard pull report over 100 points lower in score than my soft pull file, and files from the other credit bureaus. I can not get through to anyone by phone that actually is listening to me, they claim to not have gotten my mail, the chat specialists tell me to call, and they have no email contact information. I am SURE I have a split file. The Equifax report I can look at is my " hard pull '' file, and is missing many accounts on it. The lender was able to see all those missing accounts that I can not see when I pull my own credit report, and verified the information to me. Equifax is being negligent, and the customer service representatives just circle around contradictory statements and offer no help at all.

Company response to consumer: Closed with explanation