Consumer complaint received 2024-04-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: EQUIFAX, INC.
State: WA

Complaint narrative:
On XX/XX/2024 I started the process to apply for a home loan with XXXX XXXX XXXX. So I gathered all necessary documents to do this, and went online with the 3 credit bureaus to unlock/unfreeze my credit information to begin this process. 

I was able to unlock/unfreeze my credit status on the webpages for XXXX, and XXXX with no problem, by simply switching the toggle switch to " unfreeze. '' And my lender was able to access my credit at these two bureaus. 

However on the webpage for Equifax, the section to place or lift a freeze just said, " this service is currently unavailable, please call our customer care line '' with an XXXX number. So I called them, confirmed my identity through their automated system and eventually spoke to an agent. They said they didn't know why the webpage was that way, but that they had unfrozen/unlocked my credit anyway by phone, and that the lender should be able to access my credit within a business hour. 

We waited an entire day to be sure the process could be completed. However, my lender still could not access my credit through Equifax. It still appeared to be frozen from the view of the lender. So I again signed on to XXXX and again the section to freeze/unfreeze credit, still said this service is unavailable and please call the XXXX number. 

So I called again, and repeated this process. The agent at the call center said the exact same thing. That they didn't know why the website was that way and that they had successfully unfrozen/unlocked my credit, and that my lender should be able to access it within an hour. And again my lender could not access it. 

I have signed on to the webpage and called Equifax every business day for the last XXXX weeks and repeated this process and begged for someone to help me solve this problem. A few of the agents said they had escalated my case to tech support and that I would be contacted. But I have never been contacted, and when I call again, there is no record of any such escalation. 

Every person I speak to there says that the problem has been solved and that my credit has been successfully unfrozen/unlocked, despite my extensive explanation of the problem. A few people there have at least listened to what I'm saying long enough to transfer me to someone claiming to be a " XXXX '' or a " XXXX  '' but every time this happens, that person simply repeats again that my credit has been successfully unfrozen/unlocked. And again my lender can not access it, and it appears to still be frozen or locked. 

Today I took a day off from work to physically go to the office of my lender at XXXX XXXX XXXX in XXXXXXXX XXXX. His name is XXXX XXXX. I explained this problem to him in great detail, and we tried together to call Equifax and solve the problem. He personally witnessed me get transferred and told the same thing by several people at Equifax and he was truly shocked by the struggle I have been going through with this. 

He is the person who suggested that I submit this complaint, as he too didn't know what more we can do to solve this. He even went ahead to try to complete my pre-approval process with the documents I have submitted, and with the credit information we were able to get from XXXX and XXXX. 

I am wanting to apply with a few other lenders as well to find the best rate for the home loan that I'm looking for, but I am completely stuck until Equifax will solve this problem. Please help me. Thank you.

Company response to consumer: Closed with explanation