Consumer complaint received 2025-04-21 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: MO

Complaint narrative:
On XX/XX/year> I paid a full balance of {$17000.00} in child support arrears. The Kansas division of child support committed to having the debt removed from my Equifax credit report, so I could move forward in obtaining my passport and purchasing a vehicle. No bank will lend to me because of the negative reporting of arrears. The Kansas Division of Child Support has also faxed Equifax details showing the debt has been satisfied and should be removed from my credit. Equifax refuses to remove this debt from my credit. I have contacted Equifax on numerous occasions attempting to have the debt removed from my credit report. On XX/XX/year> I called and spoke to several representatives ( XXXX, XXXX, and a representative that refused to provide his name ). Prior to speaking to an agent, the phone system performed an authentication where I was asked my social security number, date of birth, phone number, the numerical number of my address as well as other probing questions. Once I was connected to an agent I was again asked for my : social security number, address, phone number, and email address. After providing answers to each of these questions each agent tells me " I was randomly chosen '' to send them more information which included them sending me a link to provide the front and back copy of my driver 's license and a selfie. This sounded extremely unusual and unsafe so I refused and requested an alternative form of authentication. I was then asked for credit cards I have had listed on my credit report and the monthly amount due. They also asked for a list of previous employers, and the month and year of the dispute in question. I answered these alternative " authentication '' questions while reviewing my credit report to ensure the information I provided matched the information they had in their system. Each time I was told they refused to assist me because I " failed '' their questioning. They told me they would only help me I sent them a selfie and copies of my personal identification such as driver 's license, passport, etc. This is absolutely absurd and puts individuals at risk of identity fraud. Also, why would ANY company need a copy of my driver 's license or passport to dispute a charge or review the status of a dispute? At no time did anyone ask for a credit report dispute number or reference to the dispute. 

Equifax has clearly outsourced their customer service division to a foreign group with accents that are difficult to understand, making it difficult to manage your personal records. Further, they are forcing authentication requirements that are suspicious and scream fraud/scam. These agents are rude, and will hang up on consumers that do not meet their demands. The last agent I spoke with on XX/XX/year> at XXXX CT refused to give his name, location, or transfer to a supervisor. The agent hung up on me when I asked for a supervisor. All three agents I spoke with had an XXXX XXXX accent and all forced me to provide pictures of my driver license and a selfie.

Company response to consumer: Closed with explanation