Consumer complaint received 2025-10-22 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: TX

Complaint narrative:
COMPANY INFORMATION : Company Name : Equifax Information Services LLC Product : Credit reporting, credit repair services, or other personal consumer reports Sub-product : Credit reporting Issue : Unable to get your credit report or credit score Sub-issue : Problem getting your free annual report WHAT HAPPENED : I am filing this complaint against Equifax for repeatedly denying me access to my credit report and making it impossible for me to monitor my credit information, which is my legal right under the Fair Credit Reporting Act. 

DETAILED DESCRIPTION : I have been unable to access my Equifax credit report through their online system despite numerous attempts. Every time I try to create an account or log in to view my credit report, I am blocked from accessing my information. 

SPECIFIC ISSUES : - I can not successfully create or maintain an account with Equifax - When I attempt to access my credit report, the system gives me error messages or claims it can not verify my identity- I have attempted to resolve this multiple times through their system - Each time I contact Equifax for help, I receive " the run around '' with no actual resolution- This has been an ongoing problem for [ specify timeframe - weeks/months/years ] ATTEMPTS TO RESOLVE : I have made multiple attempts to resolve this issue, including : - Attempting to register/log in numerous times - Trying different browsers and devices - Following Equifax 's verification procedures- Called Equifax customer service- was told the issue would be " escalated to their technical team '' - Called back to follow up - was told there was NO RECORD of any escalation despite previous representative 's promise - Have been asked to provide my driver 's license multiple times with no actual resolution - Each call results in the same runaround with no progress Despite all these efforts and providing my driver 's license repeatedly, Equifax continues to deny me access XXXX my own credit information. Their representatives make false promises about escalations that never happen, creating a cycle of wasted time and frustration. 

LEGAL VIOLATIONS : This situation violates my rights under the Fair Credit Reporting Act ( FCRA ) : XXXX. XXXX XXXX  XXXX U.S.C. XXXX - Right to Access * * : Consumers have the right to obtain all information in their credit file. Equifax is systematically denying me this right. 

XXXX. XXXX XXXX XXXXXXXX U.S.C. XXXX - Free Annual Reports * * : I am entitled to a free credit report every 12 months. Equifax 's system failures prevent me from exercising this right. 

XXXX. XXXX XXXX XXXX U.S.C. XXXX - Dispute Rights * * : Without access to my credit report, I can not identify inaccurate information or file disputes, which violates my right to dispute inaccurate information. 

IMPACT ON ME : Equifax 's failure to provide access to my credit report has caused significant harm : - I can not monitor my credit for errors, fraud, or identity theft - I can not dispute inaccurate information that may be damaging my credit- I can not track my credit score or understand factors affecting my creditworthiness- I am at increased risk for undetected identity theft or fraud - I have wasted significant time and experienced extreme frustration trying to access information that is legally mine- I may be missing opportunities ( loans, credit cards, housing, employment ) due to inability to monitor and correct my credit This is particularly egregious given Equifax 's 2017 data breach that compromised XXXX XXXX Americans ' personal information. As a company already responsible for XXXX of the largest data breaches in history, their continued failure to provide basic access to credit reports is unacceptable. 

PATTERN OF PROBLEMS : This is not an isolated incident. A simple internet search reveals thousands of consumers reporting identical problems with Equifax 's online system. This suggests a systematic failure rather than individual technical issues. 

* * FALSE ESCALATIONS AND DECEPTIVE PRACTICES : * * What makes this situation worse is that Equifax representatives engage in deceptive practices : - Representatives promise to " escalate '' issues to technical teams - When I follow up, there is no record of any escalation- I am repeatedly asked to provide my driver 's license as " verification '' with no actual resolution- This creates a false impression that progress is being made while nothing is actually happening - Representatives appear to use these tactics to get consumers off the phone without actually resolving issues This pattern suggests Equifax either : XXXX. Has no functional escalation process despite telling consumers they do XXXX. Deliberately uses false promises to avoid resolving consumer access issues XXXX. Has such poor internal systems they can not track their own escalations All of these scenarios represent failures in consumer protection and FCRA compliance. 

Equifax appears to have inadequate systems and procedures for : - Identity verification - Account creation and maintenance - Customer service resolution - Tracking and following through on escalated issues - Providing the legally mandated access to credit reports TIMELINE : - [ First attempt date ] : First attempted to access my Equifax credit report online - [ Date ] : Attempted again, received error/denial - [ Date of first call ] : Called Equifax customer service XXXX representative promised to escalate issue to technical team - [ Date of second call ] : Called back to follow up - was told there was NO RECORD of any escalation - [ Dates ] : Provided driver 's license multiple times as requested with no resolution - [ Date ] : Multiple additional attempts to access account - all failed - [ Date range ] : Ongoing issue spanning [ XXXX ] - Present : Still completely unable to access my Equifax credit report online despite multiple XXXX and providing identification repeatedly WHAT I WANT : XXXX. * * Immediate access to my Equifax credit report * * - either online or via mail XXXX. * * A functional online account * * that allows me to monitor my credit regularly XXXX. * * Written explanation * * from Equifax about why I have been denied access XXXX. * * Compensation * * for : - Violation of my FCRA rights- Time wasted attempting to resolve this issue- XXXX distress and frustration - Potential credit damage from inability to monitor and dispute errors XXXX. * * Investigation * * into Equifax 's systematic failures that affect thousands of consumers XXXX. * * Corrective action * * to ensure Equifax provides reliable access to credit reports as required by law ADDITIONAL CONCERNS : Given that Equifax : - Collects and reports sensitive financial information about me without my consent - Profits from my personal data- Has a legal obligation to provide me access to this information - Has already demonstrated gross negligence in the 2017 data breach Their continued failure to provide basic access to my credit file is inexcusable and appears to be a willful violation of federal law. 

I request that the CFPB investigate Equifax 's practices and ensure they comply with their legal obligations to provide consumers access to their credit information. 

REQUESTED CFPB ACTION : - Investigate Equifax 's online access system failures - Require Equifax to provide me immediate access to my credit report - Impose penalties for FCRA violations- Monitor Equifax to ensure future compliance - Investigate whether this is a widespread systematic failure affecting other consumers SUPPORTING INFORMATION : - Screenshots of error messages ( if available ) - Dates and times of access attempts- Dates of phone calls to Equifax customer service - Reference numbers from calls ( if provided ) - Documentation showing I provided driver 's license multiple times - Any emails from Equifax - Documentation of attempts to resolve the issue * * Note regarding phone calls : * * If you were given reference numbers during your calls, include those. If you remember approximate dates of your calls, include those. Even if you don't have exact details, the fact that they promised escalation and then had no record of it is documented in this complaint. 

This is a clear violation of my consumer rights, and I request immediate intervention to ensure Equifax complies with federal law.

Company response to consumer: Closed with explanation