Consumer complaint received 2025-06-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
On XX/XX/year>, I contacted Equifax in follow-up to my Section 605C human trafficking documentation and request, pursuant to the Fair Credit Reporting Act and 12 CFR 1022.142. I initially called the Equifax number XXXX and was connected to a representative named XXXX, who was extremely rude, dismissive, and antagonistic. 

Despite my polite attempts to seek information about my 605C case status, XXXX refused to check my file, cut me off repeatedly, and inaccurately informed me that this was no longer a trafficking case. When I expressed concern about his tone and informed him I was recording the call for my own protection as legally allowed in Texas, a one-party consent state under Tex. Penal Code 16.02 XXXX became combative and attempted to intimidate me by stating that Equifax headquarters are not in Texas and questioning my legal knowledge. I calmly explained that I reside in Texas, and therefore my recording was fully lawful. XXXX further asked if I work for Equifax or am a supervisor, mocking my concerns and behaving with inappropriate hostility. 

When I asked XXXX for a case note number, he rushed through the digits several times intentionally so I could not understand. After repeated requests, he refused to slow down or repeat it clearly. I later confirmed this number is XXXX. 

Shortly afterward, I called Equifax again and was connected to a different representative who was professional, compassionate, and helpful. She listened attentively, pulled up my file, and confirmed that the disputed account had already been removed from my credit file under the 605C protections. She reassured me that a confirmation number ( XXXX ) was attached and that I would receive a mailed copy of my updated credit report showing the removal. This was in stark contrast to XXXX refusal to provide assistance. 

It is important to note that XXXX appeared to be part of an offshore outsourced call center ( possibly XXXX XXXX ), whereas the helpful representative seemed to be based within the United States. Equifax 's outsourcing practices should not come at the expense of trauma-informed, lawful, and respectful treatment of trafficking survivors. 

Equifax is entrusted with highly sensitive matters under FCRA Section 605C. They must ensure their representatives are fully trained, trauma-informed, and compliant with state and federal law. XXXX conduct was not only inappropriate but retraumatizing and obstructive. 

I am requesting the CFPB ensure that Equifax : Reviews this incident immediately. 
Implements corrective training and oversight over outsourced personnel. 
Ensures proper accessibility and transparency for all future survivor interactions. 
Acknowledges that Texas law permits one-party call recording, particularly in cases where legal documentation and trauma-related claims are being discussed. 
Upholds their obligations to clearly communicate outcomes, confirmation numbers, and access to updated credit reports without hostility or emotional harm. 
I am attaching call records and documentation confirming both my call history and my interactions on this date for review.

Company response to consumer: Closed with explanation