Consumer complaint received 2019-04-22
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Didn't receive services that were advertised
Company: EQUIFAX, INC. (TX)

Complaint:
Had a membership with Equifax, the advantage plan that offered daily Equifax report and score, no problems there. Equifax offers a 3-credit bureau report and score for {$29.00}. I had made use of this service without any problems, very useful service while I had some disputes going on with all bureaus do u relied on the service to provide the most up to date information. The nightmare started XX/XX/XXXX when I ordered a 3-credit bureau report and I got an error that the report couldnt be delivered and it provided XXXX number to call, I called and informed what happened, the rep informed me they were doing system maintenance/upgrades and that I wouldnt be billed for it. The charge posted XX/XX/XXXX to my XXXX credit card. I called and explained what happened, the rep issued credit and I should receive in 3-5 days. I asked about the maintenance they were doing and was informed systems are up and running now. On XX/XX/XXXX I tried to make use of the 3-credit bureau report and scores again, same message, followed instructions to call the same number given above, Im told by the rep to call later because they are doing maintenance. Called later that day explained what happened and was told if it didnt go thru, I shouldnt be charged. The charge posted XX/XX/XXXX. Called to let them know, refund was issued, on both transactions I was told itll take 3-5 business days. Few days past, and on. XXXX I was going thru my bills to make payments and I realized that these two refunds had not been issued. On XXXX I called to check the status of my refunds, the rep did not know what I was talking about. Apparently the refunds were not processed. Agent couldnt help so I asked to speak to supervisor. XXXX emp # XXXX tells me he cant give refunds because the reports were purchased online and he could see them from his end. I told him, yes of course they were purchased online, and told him what happened on both instances. He offered to send me two almost two weeks old reports, I told him that didnt make any sense when I had already gotten the report from another provider, why would I want him to send me old reports that I couldnt access when I needed them!! He then offered to escalate the call to technical support to see if they could check what went on that day, he then changed his mind, and told me he wasnt going to, I didnt understand the offer to help and then taking it back, this was very unfamiliar to me, very sudden change nit wanting to transfer me elsewhere if he was not willing to help. I told him I would dispute the charges with my credit card company. On XX/XX/XXXX I called because I had a {$17.00} charge for the membership I cancelled on XXXX, apparently the agent that cancelled duplicated the charge but then later I confirmed the charge had been issued. I inquired about the charges I had disputed with my credit card for XX/XX/XXXX and XX/XX/XXXX, rep XXXX emp # XXXX tells me those charges showed failed/voided I was taken back by that discovery and asked if he could send me copies of those receipts so I could show my credit card company since they have not been very helpful. I was given an email to XXXX to request the receipts. I sent an email with a copy of my charges posted as advised by XXXX and I got a case # XXXX. The next day XX/XX/XXXX I called to check on my inquiry and spoke to XXXX emp # XXXX who also told me the transactions showed failed/voided I gave him the case number for my request to send me the receipts and insisted on handling it myself and asked why they were holding that information from me. No response from agent, asked to speak to supervisor. Supervisor XXXX XXXX comes on the phone and I asked him if he remembered our conversation on XXXX, he denied. Explained the whole situation and asked him about the receipts so I could present to my credit card so I could resolved the disputes. He refused to assist me then went on to tell me that those charges were made online, I agreed and reminded him that I was not able to view them because Id their maintenance issues then. He then told me he had escalated my call back in XXXX but refused to tell me where the call was escalated to, and in addition to that he admitted he sent it XX/XX/XXXX, 5 days later!! I demanded to know where the dispute was sent and that why it has not been resolved. I told him I would not get off the phone until he told me the information. He then said he needed to escalate this call, I told him he had already used that deceitful lie before and that I had no intention on getting off the phone until I got to the bottom of it. Continued to refuse to tell me where he had sent the information, this guy was either hiding something or determined to continue to cover whatever he was covering. I told him I was recording the call and asked for the receipts two agents before him had told me the same information, he is refusing to do that, at this point, I dont even know what to think anymore. Different stories, no one is on the same page, why is this turning into?? I insisted on remaining on the phone and I was not giving up like the last time, he put me on hold to go talk to a colleague came back with a {$17.00} refund with conf # XXXX that billing dept issued and the remaining {$41.00} would be escalated, but Ive heard that before! I asked for the number to billing where he got the refund from and he stated they didnt have a billing dept after he was the one that told me!! We kept going back and forward about the rest of the refund but he kept putting on hold and trying to see what he could do after a while he came back with a {$41.00} refund with conf # XXXX. I asked him for the dept name, he said again it was billing and that they didnt have a number!!! I continued to inquire about the dept number and where he had sent my dispute back on XX/XX/XXXX from the XXXX conversation, he refused to provide info. He then proceeded to tell me that billing had cancelled the refunds. More of a reason to ask for their number, he continued to refuse information. I asked to speak to his colleague so he could confirm the information he was telling he. An agent called XXXX emp # XXXX got on the phone, the voice was the same as XXXX, I have my suspicion that he was impersonating another employee, unless we can confirm two different identities with the employee numbers provided. Soon after I spoke to XXXX the call was disconnected on their end.

Company response to consumer: Closed with explanation