Consumer complaint received 2024-08-11 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Checkr, Inc
State: NM

Complaint narrative:
I have had an issue with XXXX about my background check since XXXX of XXXX. In XXXX of XXXX, I was charged with a crime against my abuser and an a XXXX  of XXXX  XXXX. The case was pending for XXXX Mos, during this time I lost XXXX XXXX XXXX XXXX XXXX XXXX XXXX. In XXXX finally, was dismissed. This had happened once previously, same charge yet I lost no access though did have a background report re run and submitted to each company during the pending status. Once my case was dismissed, I filed disputes with checkr for XXXX XXXX XXXX XXXX XXXX. I obviously needed to dispute with XXXX eats as well but XXXX XXXX web site has no option to do so like it did the others. I reached out to them regarding this and notified them of changes in my report and I would need it re run and sent to XXXX eats. I noticed previously on their canidate portal that I also had an XXXX account but thought nothing of it and assumed it was related to my XXXX XXXX account. When reaching out via chat, as it is frustratingly their only communication option, I was alerted to identify theft by being asked if I was referring to my delivery or driver account. I said I do not have a driver account only delivery. They said I had a driver account which was associated with a location and an email and a phone number I did not recognize. They did not remove any of it though over the past few months I have requested many times. They don't seem concerned at all that they are incorrectly reporting or allowing identity theft. They have said they find it to be correct via email. Though, I don't even know what they are referring to when they say that and I do not think they do either. From XXXX to XXXX went by different last name and that is also the name the thief is using. Which caused XXXX to deactivate due to multiple accounts which is a violation of their terms and conditions. Even though I had reported the identity theft to them days prior. XXXX has also failed to assist in this matter and will not inform me the status of anything and continues to refer me to companies of which I have no relationship as they were created by the thief. They continue to send an automated response to contact other company. This had been incredibly frustrating as I continue to, via chat, explain myself to XXXX XXXX  and XXXX and am given the same automated responses. My income has been affected. I am being evicted and do not have anyone so I am terrified because I have kids. Both companies do not tell me of their response to identity theft or even acknowledge it has happened. I believe both companies keep no notes of correspondence. I figured fine, it is obviously computers doing all the approving. So I began requesting Checkr just re run my report and send it to XXXX eats but only XXXX eats and not XXXX as XXXX has tighter requirements and I would not be approved for an XXXX XXXX account. Also, reminding them that the XXXX rideshare account is identity theft and fraudulent and therefore not a request I even authorized. One of the many facts that are just completely jamming up their system and making my account look like total chaos and another total violation of the fcra on their part. They tell me, over many months, they will not send a report to XXXX eats because XXXX eats had not requested it and I should contact them. Contacting XXXX eats is equally as frustrating and they say to contact XXXX. I have in XXXX occasions been told by XXXX eats that there is a technical issue stopping it and it happens some times and that they are escalating to another department to have my report manually entered. Though, when I follow up about this it is as if they have no idea what I'm talking about but they do not attempt to understand. They do not aknowledge at all and tell me my deactivation sticks and to contact company that I have no relationship with regarding the fraudulent account. I of course can not a they are online only and I have no idea the numbers or emails or passwords or even city. It is interesting companies that exist to know who a person is is not able to deal with this or even understand that is an issue. The XXXX account background check obviously would be denied due to other charges I had from XXXX ish not just the recent pending charges that are now dismissed. However, applying to XXXX eats orginally in XXXX and being approved and delivering for them for 2 years, during which time many background reports were re run and sent to them without issue. Obviously, charges from XXXX where on my report at this time. It was never an issue. When the pending charges de activated all my accounts recently, though it has not previously, different county perhaps? Not sure because it was same charge only different county don't know why this time. In any event all others immediately re activated my account expect for XXXX eats. Contacting XXXX eats and them telling me to contact the companies of which I can not because it isn't mine and that account being opened during my deactivation leads me to believe it is the fraudulent account for XXXX rideshare that is messing me up. It even shows in the app that I am ready to go for XXXX eats. XXXX eats refuses to aknowledge the company they refer to had never sent me an email and that my rideshare account should be deleted completely and any background check related to it should be retracted on their end and deleted on checkrs  and other third parties end. XXXX eats has told me they submitted the request again to XXXX but that has proven to be false. Checkr continues to say they can't re run and send to XXXX eats and omit the fraudulent account. They also will not manually dispute XXXX eats, which I believe would solve this problem. XXXX, for all my gigs will not delete my statement that added to the dispute while my charge was pending. Which, for door dash and XXXX XXXX now that the charge is gone just hangs out on my report associated with and referring to absolutely nothing. Those reports are totally clear aside from my statement which now just makes me look crazy. I am beyond frustrated and suffering due to this. No one will listen or address these very serious matters. I believe it is mostly checkrs fault but XXXX has been unable to even acknowledge as well.

Company response to consumer: Closed with explanation