Consumer complaint received 2024-01-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Personal information incorrect
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
I submitted a certified dispute letter in XXXX with tracking number XXXX, that was received on XXXX XXXX by Equifax in that dispute letter a copy of my DL and proof of address was included. Equifax was asked to correct the information reporting on my credit report to include my name. Equifax is knowingly currently reporting inaccurate information. I disputed incorrect information for accounts that I was not aware of. Equifax still did not correct information and another certified letter was sent out in XXXX with tracking number XXXX that was received on XX/XX/XXXX by Equifax with the same Driver 's License and proof of residency. Equifax still neglected to update my information but sent me a credit report dated XX/XX/XXXX stating that the information has been updated and the accounts were verified. I then received another letter from Equifax on XXXX XXXX stating that information has been verified as accurate. So I tried to log into my MYEQUIFAX account I kept getting the message XXXX, and it prompted me to call Customer Service and give them the code. I made several calls to Equifax XXXX, on XX/XX/XXXX at XXXX XXXX  that lasted for 18 minutes. In that 18 minute conversation I was sent a validation link that included me taking a picture front and back of DL and a selfie. After providing this information, I was told I needed to submit another copy of my DL and SS card. I asked why was that when received a credit report dated XX/XX/XXXX stating that the information had been validated. My question to the rep was, " How was the information verified when yall are asking me to send in the same documents I just sent in certified twice? The rep could not answer he could only tell me that I needed to send the documents. I called again XX/XX/XXXX, twice once at XXXX and again at XXXX. I could not speak with anyone due to the long wait time. I called again on XX/XX/XXXX at XXXX and that call lasted for 1 hour and 26 minutes. In this call the first rep I spoke with was XXXX XXXX and upon speaking with him and giving him the code he goes through the process of me needing to send in documentation to correct personal information, but he was able to look at the documents that were submitted to include my Driver 's License and Proof of address. I asked him what personal information needed to be corrected because my DL includes all my personal information and that my proof of address matches everything on my Driver 's License. He could not give me an answer except they need to verify personal information. 
I have a report dated XX/XX/XXXX, stating that I then explain to him again that I received a credit report dated XX/XX/XXXX and it states that the information was validated and how was the information validated if you are asking me to send in the same documents of my identity. He could not give me an answer, so I asked to speak with a supervisor. I was connected with XXXX XXXX, and he gets on the phone telling me I need to send in those documents, and I explained to him that they already have them, and they were sent certified with date that Equifax received them. He was able to look at these documents and I explained to him that I sent in two certified letters asking for this information to be corrected and they are still reporting an incorrect name. He still tells me that I need to send in my social security card, I asked why I needed to send in Social Security Card, and I was told because they need it and I had to send it in the Specialty team needed to verify it. I asked about the XXXX code and was informed it was something internal, which means they did something incorrectly and the information being reported, is inconsistent. 
I provided my number for them to access my account, they were able to look at documentation ( Driver License ) and ( Proof of Address ) and according to them validate disputed information. I did inform XXXX XXXX that I wanted to exercise my right to request a description of how the reinvestigation was conducted. His response was, " Electronic '' when asked for a written copy he expressed that he could not provide it. 
I think that if verifying who I was, was so important, " Why was I able to remove a freeze. ''

Company response to consumer: Closed with non-monetary relief