Consumer complaint received 2024-12-04 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: EQUIFAX, INC.
State: WI

Complaint narrative:
I have been trying to get a loan since XXXXXXXX XXXX XXXX In order to receive the loan, my bank requires a score from all three major credit bureaus. 
Upon processing my free credit report on XX/XX/XXXX, my report for Equifax did not show a credit score, any of my installment loans or open credit cards. 
I called Equifax on XX/XX/XXXX hoping to resolve the issue, and the person I spoke to told me that I needed to contact my loan servicers and credit card companies to verify that they were sending over my financial reports and had all of my personal information correct. I immediately called XXXX and XXXX on XX/XX/XXXX and each company confirmed that they had been sending regularly scheduled reports each month and both had all of my personal information correct. I additionally had each of them send over an off-cycle report to Equifax in hopes that it would be received. The person I spoke to at XXXX also gave me individual account numbers to verify each XXXX of my XXXX installment loans. 
I called Equifax back again on XX/XX/XXXX and relayed this information to a different person. This new person told me that I did not have a complete profile in their system because they were missing my birth date. They told me that in order to receive my credit score, I would need to mail in copies of my social security card and driver 's license as well as a cover letter explaining that the documentation was proof of my birth date. They told me that Equifax could not add this documentation over the phone or by email and I would not be able to receive my score or updated credit report until I mailed in the documentation, and that the documentation could take up to 5 business days to be processed by Equifax. They were unable to tell me why my birth date was missing in their system. 
I went ahead and paid {$15.00} to mail out copies of my social security card, driver 's license and the cover letter to Equifax on XX/XX/XXXX. The post office was able to confirm that Equifax received my documentation on XX/XX/XXXX. 
I then called on XX/XX/XXXX to check the status of the information. I spoke to someone named XXXX who was able to tell me that the information had not been entered in, but they would do it over the phone for me so I could access my score right away. XXXX went ahead and added my birth date according to the documentation provided, and told me that my address number had also been duplicated in my file and fixed that for me as well.They told me that I would be able to access my score and report within XXXX minutes of the information being entered. Upon finishing, XXXX gave me the confirmation number XXXX for reference that the dispute had been completed. 
My bank tried to reprocess the loan on Wednesday, XX/XX/XXXX Friday, XX/XX/XXXX, and Tuesday, XXXX. I was informed on Tuesday, XXXX that my score and report were still unavailable from Equifax and my bank was unable to process the loan. 
I called Equifax on XXXX and spoke to floor supervisor XXXX. XXXX told me that he could see that my Equifax profile was updated on XX/XX/XXXX by XXXX and I gave him my dispute confirmation number. XXXX was unable to tell me why my credit score was still unavailable. He told me that I would be required to reach out, yet again, to each one of my loan servicers and credit card companies to verify that my information is still correct and they are each sending monthly reports to Equifax. XXXX told me that the only solution was to mail in documentation providing proof of my loans and credit cards on company letterhead. He did not tell me what specific documentation they needed to fix the issue, or give me an email address or physical address to send the paperwork to. He only specified that Equifax required proof of accounts on each companies letterhead. 
On XXXX I went ahead and called my XXXX XXXX XXXX XXXXXXXX and spoke to a woman named XXXX. XXXX was able to tell me that all of my personal information was correct, and my reports are sent out to Equifax on the XXXX of each month. Equifax should have received XXXX reports on XX/XX/XXXX, one for each of XXXX XXXX XXXX. She also directed me to where I could find a summary of my loans on their website to give to Equifax as documentation. 
I then called my credit card company XXXX on XXXX and spoke to a woman named XXXX who also confirmed that my personal information was all correct, and a report is sent to Equifax on the XXXX of each month. She told me she could either send an off-cycle report which could take XXXX business days for Equifax to receive, or I could just wait until XXXX for the regularly scheduled report to be sent and she would mail a physical copy out to them as well. I opted to wait for the regularly scheduled report to be sent on the XXXX and she sent out a physical copy in the mail. 
As of XXXX, when I log in online, my Equifax profile still displays 'temporarily unavailable ' for my credit score, and shows XXXX history of any loan servicers or credit cards despite me having multiple accounts and verifying with each of my loan and credit servicers that all personal information is correct and reports are regularly sent. They should have received 5 separate reports from XXXX on XX/XX/XXXX, and a report from XXXX on XXXX. None of this has shown up on my Equifax profile. 
Equifax is holding my credit score and credit history hostage. Each time they try to form a resolution, it does not work. Each employee I have spoken to has been incredibly vague regarding BOTH the problem, and a solution. I have not been able to access my credit score or history through Equifax for over 3 months and this may prevent me from receiving my loan.

Company response to consumer: Closed with explanation