Consumer complaint received 2025-09-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: PA

Complaint narrative:
On XX/XX/XXXX I called XXXX customer service to address negative " non-payment '' reported to the credit bureaus. After 1-hour, 53 minutes off/on hold, attempting to find out what exactly happened, I was transferred to a second customer service agent who informed me the given acctXX/XX/XXXXXXXX for landline ( XXXX ) XXXX and internet service was old and likely, not serviced by XXXX anymore. The rep told me the initial payment was {$120.00} dollars and they didnt know why {$180.00} was reported, possibly a late fee they said. I requested and was provided the name & number of the debt collector : XXXX XX/XX/XXXXXXXX. During the long wait, I explained to the rep that we relocated toXX/XX/XXXX almost 8-years ago while retaining our primary residents inXX/XX/XXXXAccording to the rep they sent paper bills to my resident in XX/XX/XXXX. I informed the rep my wife handles the bills, and I called her immediately to make her aware of the situation, she ( XXXX XXXX ) informed me, she received no mail from XXXX for payment, and there were no outstanding bills/invoices. I immediately called the number the representative provided : ( XXXX ) XXXX, there was no records for the landline or account number. 

I made another attempt, same day in the afternoon to : XX/XX/XXXX and was able to get a finance representative on the call in an effort to take a deeper look into the issue. He reached out to another department, but it was closed. He informed me they would return my call next day ( XX/XX/XXXX ) between XXXX XXXX and assured me they would review and hopefully resolve it by deleting negative reporting to the credit bureaus. On Friday, XX/XX/XXXX at XXXX I received callback from XXXX in the sales dept who also had no knowledge of what transpired or record of either the acct # or landline number. She transferred me toXX/XX/XXXXXXXX the representative, XXXX was able to get to the bottom of it, finding the bill {$120.00} to which I paid immediately - confirmationXX/XX/XXXXXXXX. XXXX also put in a callback request to a department that would resolve the issue regarding the negative reporting to the credit bureaus. I was informed I would get a callback within 4-hours. 

Immediately after that call concluded, I googled XXXX Arbitration/Mediation process and put in a call again to the financial dept ( XXXX ) XXXX to get clarification. I spoke to another representative, XXXX who informed me the account I paid for {$120.00} earlier was just one of two, the other having a {$180.00} balance to which I paid immediately confirmation XX/XX/XXXXXXXX ( see attached ), this was the exact amount reported outstanding to the credit bureaus. 

CASE : I received conflicting details ; [ 1 ] acct numbers with no file to address the issue [ 2 ] rep told me they mailed invoices, while the financial rep ( XXXX ) informed me I opted out of paper invoices, only email to which I probably perceived as a scam given the current environmental threat to consumers [ XXXX ] there were actually two acctXX/XX/XXXXXXXX to which I had no info or contact from XXXX to resolve the issue. [ 4 ] Most notable, I had another internet service provider : XXXX nowXX/XX/XXXX acctXX/XX/XXXX XXXX activated XX/XX/XXXX ( see attached ) [ XXXX ] I called XXXX personally to inform them prior to installation that I was terminating service requested phone call logs XX/XX/XXXX - pending. [ XXXX ] We havent lived at the XX/XX/XXXX address since XXXX, almost 8 years and all the while paying XXXX for service that we were unable to utilize given the geography. { Request XXXX ; check utilization records to validate claim }. 

Final insult to injury, I had to call yet again call ( XXXX ) XXXX at XXXX to get a copy of the second payment confirmation. I spoke to a financial rep, XXXX and gave her confirmation XX/XX/XXXXXXXX for the amount of {$180.00} dollars. She checked the system and said there may be a problem with XXXX. I checked my bank account online confirming {$180.00} ( XXXX surcharge ). XXXX put me on hold -XX/XX/XXXXXXXX she returns online to tell me there may be a problem with XXXX, and would I like to reverse the charge and do it all over again I said no, I just want a letter from XXXX stating the details with the date, confirmation XX/XX/XXXX, amount paid in full for my internal records. She sent a letter via email paid in full, with no details of the confirmationXX/XX/XXXX or amount. Now, Im thinking ; Ive been caught in another scam. I requested she send me a confirmation letter Identical to the previous letter sent earlier from XXXX ref : confirmationXX/XX/XXXXXXXX in the amount of {$120.00} dollars I was placed back on hold so she could consult with her supervisor, 54 minutes and counting XXXX returned XXXX to inform me the supervisor will call me within 5-minutes. The supervisor called back, and I stated I needed the details as previously sent via email to closeout my file. I even forwarded XXXX payment confirmation from earlier to his attention : XXXX ( see attached ), he asked if I wanted to hold or hed call me back, I told him Id wait the time is now XXXX. 

At XXXX the supervisor returned on the call informing me he received authorization to send me the said email with the account details I requested XXXX I received said email ( see attached ) in my in-box as requested. I voiced my concerns, disappointments and plethora of attempts, hours to resolve the issue and recourse to arbitrate. The supervisor graciously apologized for the string of mishaps [ End Call ] XXXX

Company response to consumer: Closed with explanation