Consumer complaint received 2024-05-08 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: CO

Complaint narrative:
Back on XX/XX/year> I spent XXXX minutes and XXXX seconds on a call with XXXX XXXX XXXX. I inquired about a payment extension through so many months. I provided the information requested, gave them an updated address as I had recently moved, verbally confirmed getting the extension, and was told to turn off my auto-pay and that it was the last step I had to take to have the extension granted/processed. But made it clear, that was all i had to do. 

Now on Thursday, XX/XX/year> I received a call from XXXX stating that I was over XXXX days delinquent and that my car was out for repossession. This has made a negative effect on my credit, dropping my credit over a XXXX points down to XXXX. I have never missed a payment on any of any of my bills, and only missed the payments because I was told I was granted an extension. 

I told them about the extension in XXXX that I should have been granted to which they replied " pay the XXXX balance now over the phone '' ( which i did ) " go online, sign the extension they sent you in XXXX '' ( XXXX never told me to sign anything in my initial XXXX call ) " and that once signed we can fix the incorrect reporting on your credit. You should have been told to sign and date and extension '' ( which they didn't ). I offered to do anything I could on this call to resolve the issue, including offering to pay the outstanding $ XXXX balance in its entirety to which they replied " no don't do that, just sign the original XXXX extension and fix the error on your credit. If you don't sign the original extension we can't fix the credit reporting error. Your repossession is placed on hold. Follow these steps and you'll be fine. It will take XXXX hours for you to get back into your account. '' I went online the next day, Friday, XX/XX/year> and there was no extension in my portal. I called XXXX to tell them to which they replied " there was never an extension in XXXX, you'll need to sign a new extension, and we can't fix the credit reporting '' so I explained the situation and got transferred to a supervision, XXXX. 

I told XXXX what happened to which he concluded " I see your call from XX/XX/year>, but there are limited notes on the call and doesn't reference an extension. I can confirm no extension was ever sent/processed and that they didn't update your address. I will commit to Monday ( XXXX XXXX ) reviewing the call where we promised the extension and give you a call Tuesday at the latest. If we did promise you an extension back in XXXX we can reverse the paperwork to give the promised extension and fix the error on your credit '' ( a call which i never received ). 

I called XXXX again on Tuesday, XX/XX/year> when I hadn't received a call, after explaining I was again told " there was never an extension back in XXXX, we can't see that call, you must sign a new extension, and we can't fix the credit reporting, you must pay the balance now/get a new extension or your car will be repossessed ''. I then requested to speak with a supervisor and was told none was available, gave them my information and was told I'd received a call back. Which I didn't receive. 

I called again on XX/XX/year> and got transferred to a supervisor, who echoed previous statements received of being unable to help, you need a new extension/pay the balance or your car will be repossessed. I asked if I could speak with XXXX to which she said " no '', I asked if there were notes from my XX/XX/XXXX call with XXXX to which she said " no ''. But assured me that XXXX would be calling me back. I asked if she could see if the call was being reviewed to which she said no. 

I've never missed a payment ( until now of course ). I only wanted the extension to have a couple extra bucks to save money/help a friend pay rent. If they'd updated my address and notified me that the first payment was missed I would have paid. Now I'm just in a loop of my credit going down by the day ( currently at XXXX ) to the point I can't even get an apartment let alone rent a pencil. Their actions and inability to timely review a serious matter that was created by their own employees failure to do his job is cause damage to my financial wellbeing. Please fix.

Company response to consumer: Closed with non-monetary relief