Consumer complaint received 2024-07-24 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Problem getting your free annual credit report
Company: EQUIFAX, INC.
State: VA

Complaint narrative:
Now and then, I go to XXXX XXXX XXXX to obtain my credit report from all three credit bureaus : Equifax, XXXX, and XXXX. In the past, I never had an issue getting my credit report from all three, and the last time I was successful at getting all three was on XX/XX/year>. 

On XX/XX/year>, I attempted to get these three credit reports again. I successfully received my credit report from XXXX and XXXX, but when trying to get my Equifax credit report I received the following message, We've experienced an issue processing your request. We're sorry, we are unable to process your request at this time. You can try again later or call XXXX for automated assistance. You can also write to us at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, GA XXXX. I tried numerous times, including today, XX/XX/year>, but I always get the same message. 

I then went to my portal directly at Equifax, XXXX XXXX XXXX XXXX XXXX While I can see my credit score, if I try to see anything about my credit report, I always receive a message that says, We are temporarily unable to complete this request. Please try again later. 

I have contacted Equifax about this at XXXX numerous times starting on XX/XX/year>. I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I am told each time that nothing on my credit report had changed so they will escalate my issue to the technical support team. 

It is important to note that on XX/XX/XXXX, I spoke with a gentleman who said he saw a pending item on my file that should not be there. He said it was a phone number that was in the wrong field. He did not say if it was my phone number or not. After speaking with his manager, the phone number was removed and there were no more pending items. I was told that would fix the issue, but it did not. 

While Equifax has offered to mail me my credit report, I should be able to access it online immediately like everyone else. I should not have to wait for snail mail every time I want to make sure the information Equifax has on my credit report is accurate. 

When I researched this issue online, many others had and continue to have this same issue. Some claim it is a split file issue, others say if they remove and put the credit freeze back on it corrects itself, and others give different suggestions. Overall, many have complained they brought this issue up to Equifax, but it has been 3 months, 6 months, 8 months, etc. with no resolution. Nobody knows the true way to fix this issue. 

A bigger problem is, which many have claimed, that lenders will now have trouble accessing ones Equifax credit file because of this issue and that will make it so one can not get additional credit, refinance their mortgage, etc. because of the lack of access to their Equifax credit file. 

I consider this to be a high priority, so if this may please be addressed and fixed ASAP, that would be appreciated. Thank you.

Company response to consumer: Closed with explanation