Consumer complaint received 2022-09-13
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: EQUIFAX, INC. ()

Complaint:
Background On XX/XX/XXXX went to a financial institution to get pre-approved for a mortgage. Unfortunately when advisor pulled my file, the personal information and items on the report were incorrect. The advisor said they would try again later, as there might have been a mistake during the pull. 

On XX/XX/XXXX, received an email from the advisor confirming the report pulled was associated with my SIN and let me know we would need to contact Equifax as the institution can not do anything on their side. 


Timeline of communications with Equifax XX/XX/XXXX - called to ask for guidance into how to address credit report issue. Process was explained to me in detail with specific words to use to get the issue resolved properly. Raised the ticket same day with all the requested information. Was advised it would take a maximum of 10 business days. 

XX/XX/XXXX - received multiple emails with updates on my file notifying the personal information was updated. The last email in the thread mentioned " Please note, with the information received, we can not process your request. It would be necessary to specify what information is incorrect ( providing the account number or any way to identify the item on your credit file that needs to be reviewed for us ) ''. 

However, in the original application submitted on XX/XX/XXXX I shared all the accounts related to me and their details as per the advise of the associated who guided me through the process. 

XX/XX/XXXX - called Equifax for help on this issue. No investigation was opened. 

XX/XX/XXXX ( twice ) - first time was advised systems were down and to try later. Second time explained the situation and an investigation was opened. They mentioned it was a rush case and it would take 2 business days. 

XX/XX/XXXX - called Equifax and was told investigation still ongoing and would be resolved in 3-5 business days. 

XX/XX/XXXX - called Equifax and was advised to contact Equifax via email and provide phone number so team could contact me directly. Later learned this is generic email address only to be used for generic queries or complaints XX/XX/XXXX - called Equifax and they let me know the investigation was completed and that the email stating the same would be sent the next day. I also requested that a physical copy of the report was sent to my address and they confirmed the request would be raised. 

XX/XX/XXXX ( twice ) - first time call was disconnected. Second time was informed the investigation was still ongoing, escalated and was told issue would be resolved in 48 hours. They mentioned the investigation was complete and only the update was pending. 

XX/XX/XXXX - called Equifax and was told they meant 48 working hours and to call the next day XX/XX/XXXX - called Equifax and issue was not resolved, investigation still ongoing, it would be 2 business days as it was rushed. 

XX/XX/XXXX - called Equifax and let me know that the dispute is still ongoing, that there are two items that are still being investigated and that again- it would be 3-5 business days.

Company response to consumer: Closed with explanation