Consumer complaint received 2022-05-17
Company: EQUIFAX, INC.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I am writing because I have been having trouble the past few weeks of placing a temporary lift on my credit report 's security freeze that I have on Equifax. I have recently been applying for credit and have had a temporary lift requested from XXXX, XXXX, and XXXX of 2022. I have changed the lender that I am going to be using and need to access another temporary lift on my credit report. I haven't had this particular problem from them. And I definitely haven't had this problem with any of the other bureaus. The other bureaus temporary lift process is very simple. I'm to access them online. I received notification from Equifax that I had placed a permanent lift on my credit report and I thought I always did temporary lifts. So i just wrote them the other day to please place the security freeze back on my credit file, they have not received this request yet as I just mailed it a few days ago. At least it hasn't been processed yet. Only to learn that the security freeze is apparently still there. When I went to unfreeze it temporarily it said that it was unable to do so at this time, gave me the same message last week when i tried to call to place the security freeze back. that is when i realized that was a problem. now this week when i needed to try and get this lift removed temporarily gave me same message unable to process. I spoke with an agent he said the system is going through updates and that they didn't have access to the system to request the temporary lift and for me to call back last night well i didn't call back last night i called back today and still the same thing. Can't do the temporary lift at this time. Usually you're able to do it via their automated system but for the past XXXX weeks i haven't ' been able to do so. They tell you that you can request these things on their online portal as well. I haven't been able to access their online portal for more than a 1.5 yrs now. I called them repeatedly about it and they tell me they need to verify me and after they do that then they tell me they will be back in touch by mail in a few days or so. And nothing goes unchanged. This seems very purposeful and deliberate by Equifax, these tactics they use when someone is trying to get things done regarding their credit file or their personal information needs to be updated. I can't even use the online portal it keeps telling me it recognizes i have an account already because it recognizes my social security number and that i need to contact customer support at Equifax, you call them and go through the process and still nothing is changed. I begged them to check with their IT person to look into why i can't access their portal online and no one has bothered to do anything about it. They can NOT now say they need to verify me because I have made plenty of complaints via your portal, CFPB, about Equifax of the which one complaints was about updating my personal information. I sent in all documents to verify me as i do each time i sent in a dispute and after multiple dispute attempts and multiple complaints to you CFPB, Equifax finally updated my personal information. They still reference to my old name on the cover page of a new credit report they will send me but then turn around and say they have updated my file to reflect my new name. Then on some of their other correspondence they will have my current legal last name but my first name will have an extra N in it. So they are definitely not doing their jobs that they are being paid to do or someone would not continue to make the ridiculous petty errors.

Company response to consumer: Closed with explanation