Consumer complaint received 2018-11-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
On XX/XX/XXXX I put a freeze on my credit due to my wife being notified that her personal information may have been compromised in the Equifax security breach. In XX/XX/XXXX we purchased a new vehicle and I was able to call Equifax, provide correct responses to security questions and successfully have my credit freeze lifted for a specific time period without any trouble. 
On XX/XX/XXXX I sent a letter to Equifax along with a copy of my drivers license and US passport requesting the my credit freeze be lifted through XX/XX/XXXX as we were in the process of buying a home to be closer to essential medical services following a XXXX  XXXX XXXX. On XX/XX/XXXX I called the Equifax Freeze Department to inquire about the status of lifting the freeze on my credit report and was advised that they had no record verifying my social security number and could not lift the freeze on my credit. I was advised to send a copy of my social security card, or a XXXX, or a XXXX with my social security number on it via fax. 
On XX/XX/XXXX a fax was sent to the fax # given by the Equifax representative with a cover letter, copy of drivers license, California State Employees XX/XX/XXXX XXXX, and social security XXXX. I called on XX/XX/XXXX to inquire on status of the request and was told it was not received. Was advised they had a new fax # and on XX/XX/XXXX faxed the cover letter with the request, drivers license, and Social Security XXXX. 
On XX/XX/XXXX I called to inquire as to the status and was advised the documents were received but they were not clear and they needed further verification of my social security #. After speaking with a manager I was told a XXXX card with my social security # would suffice. 
On XX/XX/XXXX a cover letter, drivers license, social security XXXX and XXXX card with social security # were faxed. On XX/XX/XXXX I called to inquire as to the status and was advised the documents were received and they were not entirely clear/legible and my freeze request could not be completed. 
On XX/XX/XXXX and XX/XX/XXXX the same documents were faxed from 2 different fax machines to perhaps provide clearer copies. All copies sent to Equifax on each occasion were clear when sent. 
To this date ( XX/XX/XXXX XXXX Equifax has failed to release the freeze on my credit. In each phone conversation with Equifax representatives, supervisors, and managers it was explained that this situation was creating a severe hardship on me as I was still in the hospital recovering from effects of a XXXX   XXXX XXXX. Was soon to be released and in escrow on a home to be close to medical services and that they were holding up our ability to comply with our real estate purchase contract. This necessitated an extension to our escrow closing date and the release of our loan contingency, due to the lender 's inability to access 3 forms of credit reporting for me.

Company response to consumer: Closed with explanation