Consumer complaint received 2024-12-31 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: IL

Complaint narrative:
Subject : Complaint Regarding Mishandling of Credit Dispute and Risk of Identity Theft by Equifax To Whom It May Concern, I am filing this complaint against Equifax due to their repeated mishandling of my dispute, failure to follow proper procedures, and unreasonable demands that jeopardize my security as a victim of identity theft. I have attached a copy of my state ID for identity verification Timeline of Events : XX/XX/year> and XX/XX/year> : I called Equifax to file a dispute because I was blocked from filing disputes online due to being a victim of identity theft. During this call, I provided all the necessary details for my dispute. This process is governed under XXXX XXXX. XXXX, which mandates that credit reporting agencies must conduct a reasonable reinvestigation of any disputed information. However, despite my submission, no dispute was processed. 

XX/XX/year> : I called to check the status of my dispute and was informed that no dispute had been filed. I had to file the dispute again during this call with the assistance of an agent. Afterward, I requested to speak with a supervisor to understand why my original dispute was not processed. I was transferred to a supervisor named XXXX ( Agent ID : XXXX ), who confirmed receipt of my supporting documentation submitted via my CFPB complaint. XXXX assured me that my dispute would be escalated and provided the number XXXX for follow-up. 

Subsequent Follow-Up : XXXX advised me to call back on the next business day at XXXX XXXX, but when I called, the office was closed due to an emergency. 

XX/XX/year> : I called again and requested to speak with XXXX ( Agent ID : XXXX ). Instead, I was transferred to another supervisor named XXXX ( Agent ID : XXXX ). XXXX was dismissive and spoke over me as I explained the situation. He stated that my dispute would be invalid unless I mailed proof of address along with a document containing my full Social Security number. 

As a victim of identity theft, I expressed my concerns about the risk of sending sensitive information through the mail, but XXXX was unwilling to accommodate my concerns or connect me with his XXXX. He insisted that Equifax 's policy required me to send these documents via mail to : Equifax Information Services LLC XXXX XXXX XXXX XXXX, GA XXXX This is in direct violation of 15 U.S.C. 1681c-1, which allows me to place a fraud alert on my credit file and protects me from actions that put me at risk of identity theft. 

Key Issues : Failure to Process Disputes : My initial dispute was not processed despite my efforts to provide all necessary information on XX/XX/year>, and XX/XX/year>. Under 15 U.S.C. 1681i, credit reporting agencies are required to reinvestigate and resolve disputes promptly. 
Inadequate Escalation Procedures : The supervisor XXXX assured me of an escalation, but I was unable to follow up due to the office closure and lack of responsiveness. 
Unreasonable Document Requests by supervisor agent id XXXX : Requiring me to mail sensitive documents ( including my full Social Security number ) as a victim of identity theft places me at further risk. This practice contradicts the protections outlined in 15 U.S.C. 1681c-2, which specifically allows for blocking fraudulent information resulting from identity theft. 
Poor Customer Service : The supervisor XXXX agent id XXXX was dismissive, unhelpful, and unwilling to provide alternative solutions or connect me with higher management. 
Impact : This mishandling has caused ongoing financial hardship and emotional distress. The inaccurate information on my credit report is damaging my credit score, limiting my access to financial resources, and exacerbating the impact of the identity theft Ive already experienced.

Company response to consumer: Closed with explanation