Consumer complaint received 2024-09-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
COMPANY DOES NOT HAVE A MEANS TO CONTACT THEM. NUMBER DOES NOT WORK AND NEITHER DOES THE APP. 

My credit card was set to expire and a new one was mailed out to an old address. I tried to update my address in the mobile app but it would not allow me to. The app kept asking me for my card number as verification but I could not provide one because I never received the new card and the old card number did not work. I tried to call the number and it kept giving a busy signal. I tried calling the number on numerous occasions and different times, still got the same busy signal. I applied for a new line of credit in order to get a new card and use that card number to update my mailing address. I was able to receive the new card but it still would not allow me to request a replacement card from the original credit card I had with them. The original credit card had 0 % credit usage because I did not have the new card. 

I tried to get into the app and make payments on the new card but the app does not work at all. It says there is a technical problem and does not even allow you to get to the login screen, where I previously had FaceID set up. I tried many times ( recorded ) over the course of 2 years to call the number to get assistance. I used the help feature in the app but it only provides FAQ responses to common problems and does not resolve my problem. 

There is absolutely no working way to get in contact with this company in order to resolve and manage my line of credit. Then they negatively reported to the credit bureaus about my account and suspended one of my accounts. I received a call from someone claiming to be from XXXX  XXXX for a payment but due to recent financial hackings and scams, I stated I was uncomfortable making a payment over the phone but I will call the customer service number. I asked if the customer service number I had was accurate because I can never get ahold of anyone. I read them the number from a XXXX search and their mobile app, the representative confirmed it was the correct number. I immediately hung up and called the customer service number, once again it only had a busy signal. I attempted to call three more times in the next week at various times and I got the same busy signal as previously. I STILL have not been able to get ahold of anyone to resolve the issues. 

Prior to, I have never had any missed payments or late payments on my end. I have kept my account in good standing and with a low to XXXX  balance prior to not having access to the mobile app. There isn't even a working number I could have called to try to resolve the issue prior. This is a last resort method as their lack of customer accessibility is negatively and deeply affecting my credit. 

RESOLUTION REQUESTED : 1 ) I am requesting that a member service supervisor contact me so that I can update my address and get a replacement card for one of my two accounts. 

2 ) I am requesting a member service supervisor contact me so that I can update my AutoPay and resolve issues that I was unable to resolve prior to negative reporting and a removal of all negative credit reporting remarks. 

***DOCUMENTED CALL ATTEMPTS AVAILABLE UPON REQUEST. THEY ARE NUMEROUS AUDIO RECORDINGS***

Company response to consumer: Closed with explanation