Consumer complaint received 2023-10-19
Company: EQUIFAX, INC.
State: GA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I haven't not been able to access my credit profile on my Equifax account since XX/XX/2023. I have called Equifax on numerous occasions since then until as recent as XX/XX/2023 and there has been absolutely no progress with the investigation ; nor resolution to this issue. While speaking with countless Equifax agents during this timeframe, I have been falsely assured on a consistent basis that the issue would be escalated to Consumer Affairs management team and the technical department. However, the issue still exists and I am still unable to access my Equifax credit report profile via my online account on the company website. 

Providing insight to some of my most recent calls : On XX/XX/23, I spoke with agent XXXX ( Operator ID : XXXX ), Supervisor in the Consumer Affairs department, who stated that she was going to escalate my issue to the technical team and they would follow up with a resolution within 72 hours. I was never contacted at any point ofter this conversation. Therefore, I followed up several additional times with Equifax, via phone, before speaking with XXXX ( Operator ID : XXXX ) in Consumer Affairs department, on XX/XX/23. She expressed that the issue could possibly be caused by inconsistencies she observed in my personal information in their system compared to the online system hosted by the website. I expressed my confusion with the response and frustration with the process ; not fully grasping how the two items correlated to the technical issue that I was experiencing. She also assured me that my issue would be escalated to the technical team and that they would follow up in up to 72 hours. Again, I never received correspondence and my issue was not resolved. 

During this same time frame that I've been waiting for this issue to be rectified, I also sent a certified letter on XX/XX/23 containing some personal identification information documents ( drivers license & social security card ) requesting that my personal information be updated and accurately reflected in both systems ; in case that was actually contributing to the cause of the technical issue. Once I was able to track and confirm that the letter had been received on XX/XX/2023, I followed up again with Equifax via phone onXX/XX/23. The initial agent that I spoke with, XXXX ( Operator ID : XXXX ) confirmed that the letter and accompanied documents had been processed into the Equifax system on XX/XX/23 before transferring me to speak with XXXX. The agent XXXX, Supervisor in the Consumer Affairs Department, also confirmed that the letter had been received and processed into the system. He also assured me that he would be thoroughly notating my account and that my issue would be escalated once again for the technical team to resolve ; and I would be contacted within 72 hours to be notified of the resolution. This still hasnt happened and I am beyond frustrated and demand that Equifax resolved this issue. 

There is no reason why this process has taken almost a year to investigate and the issue of me not being able to access my Equifax credit report online, via the Equifax website, still hasnt been resolved. Therefore, I am formally filing this complaint requesting the assistance of the Consumer Financial Protection Bureau.

Company response to consumer: Closed with explanation