Consumer complaint received 2020-09-29
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Identity theft protection or other monitoring services
Sub-issue: Problem with product or service terms changing

Complaint:
This is related to complaint XXXX and previous complaints this year. 

Around XXXX, after another unsuccessful attempt to log on to myEquifax and emailing Equifax twice with no response back, I followed their instructions per the Equifax website and contacted them via mail and stated " ... my request is for access to myEquifax and for a copy of my credit report ''. I included all details and documentation that Equifax required at that time. 

Four weeks passed without a response to my mail. 

On XXXX I filed a complaint with CFPB because I had no response from Equifax and stated this about about fair resolution - " Provide me access to myEquifax so that I can manage my freeze and send copy of my report ''. 

On XXXX CFPB notified me of the company 's response which was " please visit us at www.myEquifax.com ''. 

On XXXX my feedback via CFPB was that my issue of XXXX was not fixed. I reported that I couldn't access myEquifax and the Equifax response was to use myEquifax! 

Presumably as a result of my mail to Equifax on XXXX, when in addition to requesting access to myEquifax I requested a copy of my credit report, I did receive a copy of my credit report from Equifax. This mail was postmarked XXXX. 

I received a second mailing from Equifax postmarked XXXX. This mail states " We got your request to add a freeze to your child 's credit file ''. I never made such a request. I received no response from Equifax on my request for myEquifax access. 

On XXXX I attempted to log in to myEquifax again. I provided information for account recovery and the website responded " no account found ''. I went through the process to set up an account and the website responded " you have an existing account '' and said to click the forgot password link ; there was/is no link. A contact phone, XXXX, was listed with hours of XXXX M-F XXXX. 

On XXXX I contacted XXXX. I used selection 5 fof myEquifax  and provided mobile number, SSN, Adress #, zip code. Then I was questioned about items on my credit report, which I answered from my latest report, that included questions on retail credit, bank card, auto loan, and payment. The automated system responded that it was unable to help but I was able to get through to an agent named XXXX at XXXX. When I stated that I need assistance for myEquifax she said I needed to fax or mail a copy of my driver 's license, social secuirty card and a letter. I stated that I had sent a letter with the information that Equifax requested as of XXXX on XXXX and that I received a response postmarked XXXX that did not address the myEquifax issue. The agent stated she was unable to do any thing further. 

I am compiling documentation so that if I can't resolve this issue which has persisted for 9 months I can present it to my elected officals at the state and federal level and that I can contact my state 's CFPB counterpart.

Company response to consumer: Closed with explanation