Consumer complaint received 2025-11-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Personal information incorrect
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
On XX/XX/year>, I experienced a serious violation of my legal identity, my consumer rights, and my protections under the Fair Credit Reporting Act ( FCRA ) by Equifax. 

I legally changed my name earlier this year. I submitted a certified court order, my updated state ID, my updated XXXX passport, my utility bill showing my current address, and my lease agreement. I have sent XXXX full document packages by mail and uploaded everything through Equifaxs portal. 

XXXX updated my legal name immediately using the exact same documents. 

Equifax, however, has repeatedly refused to update my legal identity and my address. This is not an administrative delayit is a direct and ongoing violation of : - FCRA 607 ( b ) : failure to maintain reasonable procedures to ensure accuracy - FCRA 609 ( a ) : failure to provide accurate personal file information - FCRA 611 : failure to properly investigate and correct information Equifaxs refusal to update my legal identity is causing substantial consumer harm, including : - My outdated identity being tied to my Social Security number - Inaccurate and misleading personal information on my credit file - Interference with my current financial and legal obligations - Damage to my credit-building process - Emotional and psychological distress Today I was transferred to a so-called XXXX whose behavior was abusive, unprofessional, and unacceptable. The agent spoke to me aggressively, dismissed my documents without reviewing them, and claimed my address did not match, despite the fact that I provided a recent utility bill and a lease. 

I informed the agent that I had already sent XXXX full document packages to Equifax and that nothing had been processed. Instead of investigating, the agent threatened to hang up on me during the call. 

The agent then required me to upload my lease agreement through an e-sign link in real time while on the phone. I complied immediately. After I submitted the lease as requested, the agent refused again to update my identity or address and abruptly disconnected the call. 

I then asked for a supervisor. The supervisor also refused to : - Update my address - Update my legal name - Acknowledge the documents already on file - Investigate why XXXX mailed document packages were ignored - Provide any explanation for the repeated refusals This is now the third time Equifax has rejected my legal identity and refused to process accurate documents. The supervisors refusal represents a * * systemic and deliberate failure * * to maintain lawful procedures and to correct inaccurate personal information. 

Equifaxs actions constitute : - Negligence - Willful noncompliance - Identity mismanagement - Mishandling of sensitive personal and legal documents - Failure to investigate - Failing to fulfill statutory obligations under FCRA Given the severity of this situation, I request immediate CFPB intervention and demand : XXXX. XXXX correction of my legal name according to the certified court order on file. 
XXXX. XXXX update of my current address using the utility bill and lease provided. 
XXXX. A full investigation into XXXX repeated failure to process my documents. 
XXXX. A formal review of the misconduct, verbal abuse, and refusal to assist by the Equifax XXXX and supervisor. 
XXXX. Removal of any internal flags or blocks preventing the update of my legal identity. 
XXXX. Written confirmation once Equifax corrects my identity information. 

Equifax has had every document required for months. Their ongoing refusal to update my legal identity is harming me financially and legally. 
I am requesting urgent CFPB action

Company response to consumer: Closed with explanation