Consumer complaint received 2024-05-30 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: FL

Complaint narrative:
On XX/XX/XXXX, I contacted XXXX to resume service my XXXX ( XXXX XXXX. XXXX ) mobile hotspot. At XXXXXXXX XXXX. on that day, I received an e-mail confirming the creation of an account with the number XXXX. The email reflected my XXXX XXXX XXXX  ( XXXX ). A XXXX card was ordered as well ( No. XXXX ). The XXXX was assigned mobile number ( XXXX ) XXXX. 

After receipt of this e-mail, I realized there had been a mistake, as I already had a SIM card and did not need another. I contacted XXXX immediately and told representatives that I did not need a SIM card. Instead of cancelling the first order and closing Account XXXX. ending in XXXX, XXXX representatives created a second order and second account. The details of the second account are as follows : XXXX XXXX. XXXX ; Account XXXX. XXXX ; XXXX XXXX. ( XXXX ) XXXX ; Device ID XXXX. At XXXXXXXX XXXX., I received an e-mail from XXXX reflecting these details. 

I was not informed of the creation of XXXX accounts and did not know that XXXX separate accounts existed. Notably, I received XXXX receipts for the correct account, but only XXXX for the incorrect account. 

I received my first bill in the amount of {$130.00} for account number XXXX on XX/XX/XXXX at XXXXXXXX XXXX. At XXXX XXXX., I received an e-mail inviting me to register an online account with My XXXX. I immediately followed the link provided and created an account, which was attached to Account XXXX. XXXX ( the correct account ). I received confirmation of his enrollment at XXXX p.m., which reflects the correct account number. 

On XX/XX/XXXX, I contacted XXXX to suspend service to my XXXX. The following day, I received a confirmation e-mail that stated : Your 90 day suspension is now in effect Service to your mobile number ending in XXXX was suspended on XX/XX/XXXX as requested You XXXX reconnect service at any time. If not, well reconnect your service on XX/XX/XXXX. This phone number was associated with Account XXXX. ending in XXXX ( the correct account ). 

On XX/XX/XXXX, I made a payment for {$130.00} that was applied to Account XXXX. ending in XXXX ( the correct account ). 

On XX/XX/XXXX, I received a bill for {$230.00} under Account XXXX. ending in XXXX ( wrong account ) for XXXX months of service. Reasonably believing this to be a mistake, as I was current on my correct account, I ignored the bill. On XX/XX/XXXX, I received an invitation to sign up for paperless billing for Account XXXX. XXXX ( wrong account ), reflecting that I was only sent paper billing by mail which were never received. 

XXXX continued to attempt to collect this amount from me. I received no less than XXXX ( XXXX ) e-mails from XXXX between XX/XX/XXXX and XX/XX/XXXX. At some point, the amount due was modified to {$180.00}. 

On XX/XX/XXXX, I received an e-mail from XXXX that states : We see that all lines on your account are disconnected. The e-mail was associated with Account XXXX. ending in XXXX ( the correct account ). The e-mail also reflected that I had a credit balance of {$68.00} ( which I never received ). 

Between XX/XX/XXXX and XX/XX/XXXX, I received no less than XXXX ( XXXX ) e-mails from XXXX attempting to collect this debt. Again, believing the matter to be resolved based on XXXX XX/XX/XXXX e-mail, I took no action. 

On or about XX/XX/XXXX, XXXX discontinued service under Account XXXX. ending in XXXX ( wrong account ) and requested payment in the amount of {$190.00}. This delinquency was reported to credit agencies on XX/XX/XXXX. I disputed the delinquency with Equifax and XXXX. Equifax closed by dispute, claiming that XXXX gave them proof of the delinquency. Clearly, Equifax failed to appropriately investigate the matter. 

I never signed an agreement for Account XXXX. ending in XXXX. I never used any data or services in connection with that account. As a result of XXXX fraud, I have been damaged in that my credit report now displays a delinquency at a time when I am actively seeking credit, and I have been forced to hire an attorney. I have all supporting documentation.

Company response to consumer: Closed with explanation