Consumer complaint received 2024-12-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: EQUIFAX, INC.
State: KY

Complaint narrative:
See the complaint # XXXX for background information. 
The company claimed that I violated the terms of the agreement when they were in violation. Suggesting that I violated the terms and agreements represents a defamation of my character. 

The store did not accurately describe the merchandise in question. They misrepresented the material in the listing, claiming that its leather. The item is still listed on the website as leather. The actual item was stamped " All man made materials. '' This is fraud. I have attached the listing as further evidence of the pattern of fraud. 

The store did not accurately advise me on the return process. They insisted that I could leave the merchandise on the front porch without a label. I called to verify the instructions as they were never sent to me. They laughed at me and told me I was worrying too much, and I did not need a label. The item was not picked up and the delivery driver wrote " Need shipping label. '' It was not discovered immediately. They were apologetic and promised to fix it. They picked up the merchandise a few days later and I insisted on printing the label. They understood. 

I was issued XXXX gift card initially and I was charged for printing the label. {$20.00} was deducted from my refund for " printing the label. '' This is fraud. I printed the label. This charge was never disclosed during this process. Multiple customer reps promised to resolve this. The gift cards were drained and I was promised by the customer service rep that the credit would be issued. That day, I settled the other purchase but I was advised by your customer service reps to not pay the other amount as it would be credited. This represents a violation of the terms and agreement from you as I was advised not to pay the balance and I was assured the entirety of the transaction would be refunded. This message was reiterated many times as several reps shared they were having trouble with the bureaucracy of doing the " right thing. '' I provided evidence of correspondence and every time I called there were detailed notes internally backing up my account. 

It was a violation of the terms and conditions that when it was decided not to proceed with what was promised, I was not informed of the {$85.00} dollar gift card. I have no record that it was issued. In the response, card services were dishonest when they claimed that my account had been drained by fees as an explanation for my never receiving the gift card. This does not make sense. 

It is a violation of the terms and conditions that I have not received a statement since the last one I shared in my initial complaint. Because I had not received a statement, I assumed that the matter was resolved as many customer service reps told me that it would be and to trust them. 

It is a violation of the terms and conditions for customer service reps to be dishonest by assuring me this would be resolved and specifically advising me not to pay the amount. 

It is difficult to understand why you would treat a customer with such deceit beginning to misrepresenting the product in question, providing inaccurate instructions for the return, charging for a service that you did not provide, abruptly discontinuing the distribution of paper statements, and reporting a debt to credit bureaus for merchandise sold under false pretenses and that has been returned. I like your store and I would shop there more frequently if I lived closer, and the amount of money over time you would make from me exceeds the amount you are trying to steal from me by charging me for merchandise I do not have and for services that you did not provide. I actually rarely use my store card so the charges on this account do not reflect my spending. 

I am disappointed in the decision of the last claim because multiple reps from your store and credit card assured me differently. Your decision is a departure from I was promised. Meanwhile I am being accused of not following the terms and conditions when I did nothing but follow instructions from reps. I would expect that too to be a violation of terms and conditions, unethical, and fraudulent. Plus, suggesting I am in default after I was deceived in so many ways is defamation. 

I am just a mom trying to find my teenage daughter a pair of leather shoes for an event. This debacle is hard to believe.

Company response to consumer: Closed with explanation