Consumer complaint received 2021-10-28
Company: EQUIFAX, INC.
State: WI
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 am in the process of getting a home loan. I was told that The Dept of Education accounts in collections needed to be resolved before I could go further with the home buying process. I resolved my Dept of Education accounts the beginning of XXXX. I received a letter from The Dept of Education stating that they have contacted each credit bureau letting them know to delete these accounts off of my credit report on XX/XX/XXXX. To speed up the process I disputed The Dept of Education accounts that were in collections and provided the letter the Dept of Education sent me on the XXXX as my " supporting documents '' with each credit bureau on XX/XX/XXXX. On XX/XX/XXXX I was notified by XXXX and XXXX that my dispute was resolved and the accounts that were in collections had been deleted from my credit report. On XX/XX/XXXX I was notified by Equifax that my dispute results were ready but after reading the full message-it was for a dispute that I had filed back in XXXX. I called Equifax on XX/XX/XXXX because apparently it took two months to resolve a dispute and I definitely do not have a lot of time to wait for my current dispute. I spoke with a man named XXXX first who I had a very hard time understanding due to his thick accent-he would not let me get one word in. He kept telling me they have 30 days to resolve disputes and I kept trying to tell him that does not seem to be the case because I just received notice that my dispute from XXXX was now complete which is definitely more than 30 days. He would not listen to me or my concerns so I asked to speak to someone else. I was then transferred to someone else who I had an even harder time understanding due to thick accent so I just asked to be transferred to his supervisor. The supevisor 's name was also XXXX and I had an easier time understanding him but still difficult. He told me that my dispute was received and that they have 30 days to complete it-I explained to him my dispute from XXXX was just completed and I do not have time to wait that long with my Dept of Education dispute or my child and I will be homeless. I also asked why would it be that the other two credit bureaus could resolve my dispute so quickly and Equifax could not? He could not give me an answer. I asked if there was anything I could do to speed up the process and he very quickly and very rudely said no and basically hug up on me. I did complete the two question survey after the call. I gave Equifax a few more days to see if they had made any progress on my dispute with the Dept of Education. I called on XX/XX/XXXX to touch base and see if I could do anything to speed up the dispute process as Equifax is the only thing holding up my mortgage. I spoke to a very rude and gruff man named XXXX who basically told me that the documentation that I submitted with my dispute was never received. I was absolutely shocked that no one that I had talked to at Equifax on XX/XX/XXXX had mentioned that there was no documentation with my dispute!!!! You think they may have suggested that could help speed up the process when I had asked initially???? XXXX actually hung up on me so I tried calling the corporate phone number for Equifax who put me in touch with the Executive Consumer Affairs dept. There I asked how I could get my documentation to them ASAP because apparently their online dispute center did not take the documentation I uploaded. The lady I spoke to told me that I could either mail it in or fax it to them and then call in 5 days to make sure they received it. I am obviously not ok with this as the document should have been attached to my dispute and I have been doing nothing but trying to speed up the dispute process. I absolutely do not feel I should have to wait 5 days after faxing something that they should already have. I am being made to wait even longer now because EQUIFAX was having technical problems on their dispute center? I really feel that Equifax could work on their customer service skills, and I am in no way trying to be XXXX or rude but when you are talking about money and finances I would really appreciate someone who can speak clearer XXXX so I fully understand.

Company response to consumer: Closed with explanation