Consumer complaint received 2016-09-28
Company: EQUIFAX, INC.
State: NC
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: Inadequate help over the phone

Complaint:
I first found that there had been unauthorized inquiries for personal loans, retail credit cards and auto loans, XX/XX/2016. I called and placed credit alerts, as well ordered my credit reports from Equifax, XXXX and XXXX. Upon receiving the reports there had been an abundance of inquiries and denials, not done by myself. XXXX and XXXX handled all of my concerns and disputes that were filed, with empathy and very respectfully. The issues were resolved and communication was given through the duration of removing the unauthorized/fraudulent activity on my credit information. Upon speaking to Equifax, I was felt as though I was bothering them when advising of the fraudulent attempts. They rushed me, disconnected several times, muted me out when speaking and then when I would finish, there would be no one there for long periods of time. They 've transferred me without notice to someone else and I have had each representative advise me of different things. I 've been told Equifax can not assist with unauthorized activity, that Equifax has no means to file a dispute, no fraud department, yet I 've been transferred into the fruad department. Having the fraud agent say yes, they can file disputes for unauthorized inquiries then advised 10 minutes into the conversation, that they ca n't file a dispute. Today, XX/XX/2016 I noticed my score with Equifax had dropped almost XXXX points within a month. Pulling the online activity through the Equifax website saw more fraudulent attempts, also with Experian. Experian handled the matter within 30 minutes, speaking with the upmost respect. Called into Equifax and the supervisor XXXX, advised me that yes, Equifax has means to help with a dispute. Ten minutes into the conversation I was advised she could n't and that I needed to contact the institution that submitted the inquiry. I told XXXX what had taken place a month prior to today 's date, where a representative advised me to hand write letters to over XXXX institutions advising them to remove the inquiry from my report, since it was done fraudulently. I asked her where the status was on this considering I 've been trying since XX/XX/2016 to dispute the same charges, I 'm still currently fighting and the new inquiries. No response for almost a minute until she unmuted me and rudely said I need to contact the companies. I said again Miss I have done exactly what has been told of me to do since XX/XX/XXXX and I 'm getting no help! No response again. I asked her to please leave notation that I will be contacting a lawyer at this point, as well as the police. I asked for verification that the documents I faxed in, XX/XX/2016 were still on my file as well as the call history and recorded calls. She repeated to contact the companies that had fraudulent/unauthorized inquiries. Asked again, specifically asking were the letters from these companies were as well as the copy of my drivers license, social security card and proof of residence were, that were faxed with the letters, she said we do n't have it after a long pause of me saying hello, hello multiple times. I then asked to speak with her Supervisor, heard nothing then her mutter the words I 'm transferring you. I then spoke with XXXX who also answered with an annoyed tone. Rephrased everything I said to XXXX. No response but him advising Equifax has no means to file a dispute but said I need to call/write to the companies, which I 've been doing since XX/XX/2016. I stressed my concern about my persinal info being faxed per an agents request and it vanishing. He ignored it abd repeated the info of contacting the institutions from which the fraudulent inquiries came from. I asked for his superior or anyone in the legality department or a phone number or fax number and him stating its only the general customer service number and fax.

Company response to consumer: Closed with explanation