Consumer complaint received 2016-08-16
Company: EQUIFAX, INC.
State: UT
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: No notice of investigation status/result

Complaint:
I first contacted Equifax approximately 4 months ago because I was unable to order a credit report or to access my credit report online. I was told that the information on the report did not match the personal info I was providing. I then supplied all requested docs, DL, SS card etc. Equifax still did not update my information. After several phone calls, I was finally able to reach someone that updated the information over the phone. Once completed, I still could not access my credit report online. To date, if I attempt any method other than their paid service, I can not access. I finally agreed to subscribe to their monitoring just to get immediate access to my report. Now that I have access, I have filed a dispute on XXXX public records that do not belong to me. Both of the other major bureau 's have already removed these XXXX reports, both validating that they were able to confirm that each report was attributed to the wrong consumer report ( mine ). The disputes were filed with Equifax on XXXX XXXX, 2016. I received an email this morning from Equifax stating " This e-mail is to notify you that the following change has occurred on your credit file : a suit or judgment was added ''. Upon investigation, a judgement was not added, rather the same judgement was still there, but the notes 'under investigation ' were removed. I emailed Equifax customer care inquiring as to whether the investigation was complete and what verification did they have that this was a valid judgement attributed to me. The response I received was, " We appreciate the opportunity to address this matter on your behalf and apologize for any inconvenience you have experienced. The best course of action is to contact our Consumer Services Department as they are in charge of dispute related matters and they can also address your concerns. The phone number to our Consumer Services Department is XXXX. '' I then called the phone number provided. ( I do record my calls with Equifax now ). The first person I spoke with told me that the investigation was still open for both public records. So I asked her to send me an email stating such so that I had documentation that it was still being investigated. She then proceeded to back track stating the XXXX item 's investigation was complete and they confirmed it was valid. She stated they got that information from the court. When I asked for documentation of that, she said they could not provide it. I then asked for a supervisor. After 25 minutes on hold, I was placed on the line with a 'supervisor ' who gave the same contradictory information and again stated they do not provide details regarding the investigation. I then asked for her supervisor and was told they can not give out supervisor names. I advised I did not need a name, please just put them on the phone. After another 20 minutes on hold, I was connected to a " XXXX '' at the Office of Consumer Affairs. She first stated the investigation was open, but that I 'might ' get a notice stating the judgment was valid. After pressing the conflicting info, she stated the investigation was closed for that XXXX record. I asked her to please provide me a description of the procedure used to determine the accuracy and completeness of the information per the law. She stated that it does n't work that way and I could have 'the reporting agency contact their office '. I explained that it was my understanding that they were required to explain how they validated the debt. ( since I am aware it is not valid having been through this already with the other XXXX agencies ). She then stated that she had done all that she was required to do by giving me the name of the reporting agency and hung up on me. As it stands I still have both records on my Equifax report and am supposed to be closing on a house XXXX XXXX. this is likely going to hold up that process.

Company response to consumer: Closed with explanation