Consumer complaint received 2017-08-22
Company: EQUIFAX, INC.
State: CA
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: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX I called to order XXXX.  The employee on the phone stated she 
would need to run credit and I said no to that and was not going to sign up.  I 
have been working on not applying for anything to get some hard inquiries off my 
credit reports.  I was then told by the employee that it would only be on my 
credit for 30 days.  I then said ok.  After I was given information after the 
check I decided to think about it.  So XX/XX/XXXX I decided to sign up only I 
signed up on the internet thinking the same thing she told me on XX/XX/XXXX would
be ok for sigining up on XX/XX/XXXX not expecting a hard credit inquiry.  I had 

spoke with XXXX XXXX from executive Customer Relations about this on XX/XX/XXXX at 
XXXX asking to speak to XXXX XXXX  I did not get through to the extension I was 
given XXXX ext XXXX. They said they would leave a message to get 
with back to me.  I then sent an email an email on XX/XX/XXXX 

Stating:

From: XXXX [XXXX] 
Sent: Friday, XXXX XXXX, 2017 XXXX XXXX To: XXXX - XXXX Executive Customer Relations 4 


Subject: Re: XXXX Escalation XXXX XXXX I  have gotten a call back about these hard inquiries.  You mentioned stated that 
you would get back to me by XXXX XXXX 2017.  I have not heard from you.  I did not 
ok a hard inquiry.  I said if this was going to be a hard inquiry i do not want 
to sign up.  I was told it could not be and it will show up for 30 days.  The 
dates on these says it won't come off for two years.  I was misinformed of this 
information and want this cleard up.  
 
I then received an email back on XX/XX/XXXX stating:

Good morning
 
After a review of the phone call that took place on XX/XX/17 in which you were 
inquiring about establishing services I was able to confirm that the agent that 
you spoke with informed you that a credit check would need to be ran in order to 
see if a deposit was required to which you agreed to. On XX/XX/17 you placed an 
online order in which you would have given consent to process the order to which 
you later cancelled that order. 
 
Thank you
 

Executive Customer Relations
XXXX | West Division
Office: XXXX Ext. XXXX
M-F: XXXX XXXX  XXXX XXXX (MST)

I then sent this email:

-------- Original message --------
From: XXXX  
Date: X/XX/17 XXXX XXXX (GMT-XXXX) 
To: XXXX - XXXX Executive Customer Relations 4 

 
Subject: RE: XXXX Escalation XXXX XXXX 


I Find it very disturbing that an employee can tell someone that a credit check
will be ran and i said no because i did not want a hard inquiry on my report and 
was told that it would only be on my report for 30 days.  I have been working on 
getting hard inquiries off my reports for over a year now.  Not buying or 
applying for anything.

I would like a copy of the phone recording.

I have since heard from anybody.

I have request to have the hard inquires removed since I was miss informed of 

this information.

Company response to consumer: Closed with explanation