Consumer complaint received 2024-05-09 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: TX

Complaint narrative:
This issue has persisted for several months now. It all began a couple of months ago when my online account was locked out, prompting me to contact customer service for a resolution. 

Upon reaching out to customer service and completing the necessary validation process, I was required to upload my driver 's license and provide a picture of myself as proof of identity in order to unlock my online account. Following these steps, I was assured that I would regain access to my online account. 

However, even after completing these steps, I found that I still could not access my account. The representative informed me that they would need to escalate the case to a higher department to investigate the issue further, and that I should expect to regain access within XXXX business days. This situation is incredibly inconvenient as I am unable to monitor my report due to the ongoing issue on Equifax 's end. 

As weeks went by without any contact, I remained locked out of my online account. Upon calling customer service again, I had to recount my entire situation once more. After being on the phone for over XXXX minutes, the customer service representative was finally able to grant me access to my online account. However, upon logging in, I noticed that everything was marked with a line through it, almost as if I was not recognized as a human or something similar. 

When I brought up the issue to the representative, she mentioned that she needed to open another case to investigate the situation further. Unfortunately, I was never contacted regarding the progress of the case and continued to be unable to access my report. 

After several more weeks passed, I contacted customer service again and reiterated my entire situation. This time, I was informed that I would need to mail in copies of my driver 's license and social security card for further validation in order to address the ongoing access issues. 

Feeling unsafe about sending my social security card through the mail, I expressed my concerns to the customer service representative. However, they insisted that this was the only way to resolve the issue. Reluctantly, I took the risk and sent copies of my social security card and driver 's license to the specified address as requested. 

Since then, over XXXX months have passed without any communication or updates. This situation has escalated to a point where no one, including lenders and credit applications, can access my report through Equifax, causing significant inconvenience and frustration. 

I currently pay a monthly fee to XXXX to monitor all of my credit reports, as well as utilizing various other credit reporting apps. Unfortunately, none of these services are able to access my Equifax report. The last successful pull of my Equifax report was on XX/XX/year>, over XXXX  months ago. This extended period of time without access has left me unable to monitor my report. 

It is incredibly frustrating that a credit bureau can restrict my access in this manner, denying me the right to monitor my own credit report. The lack of transparency and communication from Equifax has only added to my frustration and concern about the situation. 

I have made numerous attempts to resolve this issue and have consistently been met with indifference and neglect from Equifax. This experience has left me feeling undervalued and insignificant in their eyes. 

The situation reached a breaking point yesterday when I attempted to purchase a car and encountered multiple obstacles with the lender being unable to access my Equifax report. They even mentioned that my credit score was showing as XXXX, further complicating the process and highlighting the detrimental impact of not being able to access my credit information. 

This situation is incredibly frustrating and unacceptable. Despite my repeated efforts to resolve the issue and provide the information requested by Equifax multiple times, they continue to claim that they never received anything. This lack of accountability and assistance from Equifax is deeply concerning and leaves me feeling helpless and unsure of what steps to take next. It is clear that the current approach is not working, and I am at a loss for how to proceed in order to resolve this ongoing issue with accessing my credit report. 

This situation has raised significant concerns for me regarding the security and accuracy of my credit report. Not being able to access it makes it impossible for me to verify the reported information and ensure its accuracy. Sending my personal documents via mail to Equifax has only heightened my worries, as I won't be able to detect any unauthorized account openings without access to my report. The fact that even the XXXX-party companies I rely on for credit monitoring can not access my Equifax report exacerbates the problem. 

I am feeling increasingly frustrated and helpless in my attempts to address and resolve this issue with Equifax. Your assistance in helping me navigate this challenging situation and find a resolution would be greatly appreciated. I am at a loss for how to proceed and feel like I am hitting a wall with Equifax in trying to rectify this issue. Thank you for any guidance and support you can provide.

Company response to consumer: Closed with explanation