Complaint sub-issue: Account status

On XXXX XXXX, I telephoned Equifax 's National Customer Service Center regarding a dispute comment that was placed on my credit file from XXXX. I spoke with a representative that identified herself as XXXX but said she could not divulge her last name but explained that she was the only XXXX in her department. We spoke at great length and I explained to her that I had attempted for almost 4 months to have incorrect information deleted from my credit report through investigations but on each occasion, they did not process the dispute properly. The first couple disputes I filed came back from them that they confirmed the debt, which was incorrect. There was no way that it could have been confirmed because the collection was not valid and was paid in full to the original debtor. Then, after I sent Equifax proof that the original debtor received the payments, they updated my credit report as the account was paid in full in XXXX, 2015, which again was completely incorrect. That incorrect information in turn caused my credit score to plummet even further because it brought the account current ... like it was just paid off that month. Again that was completely incorrect. So after explaining all this complicated situation to XXXX, she communicated how she could finally have it removed it from my report. She explained that first I needed to receive written notice that the dispute comment was removed from my credit file. She was personally removing the comment as we spoke on the phone. She told me that next I would need to fax my payment records to her along with the written explanation reminding her of the events that occurred with a reminder in the letter not to open a dispute because I was in the middle of a mortgage loan approval She said that after she received my payment records, she would delete the item from XXXX XXXX XXXX XXXX from my credit report and told me that it could take 72 hours for her to process the request and delete the item. Early the next week, I received her notification that the dispute comment was deleted from the account, so I faxed her the bank records she requested along with the written explanation of the events that occurred. I am attaching the letter I sent to her as well as the bank records I sent her that day. But again, XXXX/Equifax did not remove the account. Instead Equifax sent me a notice saying that they could not use the records I provided and said " The disputed XXXX XXXX Account is currently not reporting to the Equifax credit file. '' This reponse from them does n't make any sense at all. The XXXX XXXX account was not being disputed. It was my payment records that I sent to XXXX. The ones she requested to show her that the account was paid in full directly to XXXX XXXX. On every occasion during every dispute, the customer service center is not even able to correctly understand what is being disputed, so they can not help provide the proper resolution. I have exhausted all efforts in getting this resolved. They have delayed my mortgage loan and are costing me possibly thousands of dollars as mortgage rates are now rising. I sent my first dispute to them in XXXX 2015 and it is now XXXX 2015. In four months, all they have done is add additional incorrect items to my credit report which in turn is damaging my credit score further. And now they notify me that my XXXX XXXX account is not reporting on not my credit file, which is totally irrelevant. It just proves that they are not competently able to resolve this matter despite 4 months of time to do so and all the records they needed to properly do so.