Consumer complaint received 2024-05-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: EQUIFAX, INC.
State: TN

Complaint narrative:
I am filing a complaint against Equifax and its failure to add a 7 year extended fraud alert as I was a victim of identity theft. They refuse to follow the expected process according to the FTC in resolving issues for victims of identify theft and refuse to recognize XXXX 's adding a 7 year extended fraud alert on my credit file. 

I was a victim of identify theft on XX/XX/XXXX and I worked with XXXX to resolve this. With XXXX, they disputed the " hard pull '' that was placed on my credit report by XXXX XXXXXXXX XXXX and it was resolved and removed in my favor. I filed an FTC report to report the fraud, I placed freezes, and an initial fraud alerts with all three credit bureaus. On XX/XX/XXXX, I was informed by XXXX XXXX that another fraudulent application was submitted and was canceled. I updated the FTC report to reflect this. As such, I contacted XXXX in XX/XX/XXXX to request they add an extended fraud alert on my credit file. I submitted all required documents as part of their extended fraud alert process ( i.e. FTC report, Drivers License, SS card ). XXXX added the extended fraud alert. XXXX added the extended fraud alert automatically shortly thereafter. Equifax never added the extended credit alert automatically, which conflicted with what they were supposed to do according to the FTC website. 

I contacted Equifax in XX/XX/XXXX to inquire why an extended fraud alert wasn't added to my current credit file. They told me they have their own process and do not rely on other information that XXXX or XXXX provides for extended fraud alerts. They told me I need to download an extended fraud alert application and submit via XXXX XXXX mail to : Equifax Information Services LLC XXXX XXXX XXXX XXXX, GA XXXX On XX/XX/XXXX I sent via XXXX XXXX mail a completed application, cover letter summarizing my personal statement/request, the FTC report filed as XXXX XX/XX/XXXX, and photos of my drivers license and social security card. 

On XX/XX/XXXX I received a letter from Equifax stating they opened a credit dispute on XX/XX/XXXX. I called Equifax on XX/XX/XXXX and they told me that they had opened a dispute for my existing XXXX XXXX consumer card. I asked the first rep why a dispute was opened instead of processing an extended fraud alert ( per my application and paperwork ) and they stated they didn't know. I asked to speak to a supervisor. The second rep ( supervisor XXXX said that I needed to submit a new FTC report because that is what the mail center who received my application said was needed. I asked to speak to another supervisor. I was transferred to a third operator ( supervisor ) who stated that he saw my cover letter and all paperwork I submitted. He confirmed all the attachments he received from my application. He stated the mail center mis-read my cover letter and erroneously opened a dispute instead of submitting my application to the extended fraud department. He couldn't explain why this happened. He stated that there was nothing he could do and that there was no means of communication between himself ( his department ) or the mail center. I was told I needed to submit the application via postal mail through the process all over again. I asked for another customer representative who I can submit my items to to ensure this mistake doesn't happen again. He told me I needed to mail everything again and start the process. Also, he stated he couldn't cancel the dispute that was erroneously opened. I asked him why Equifax wasn't following the standard FTC process and adding the extended fraud alert automatically like XXXX did. He couldn't provide me an answer to that. He just said my next steps was resubmit my extended fraud request application and supporting documents again to the mailing address at : Equifax Information Services LLC XXXX XXXX XXXX XXXX, GA XXXX

Company response to consumer: Closed with explanation