Consumer complaint received 2024-12-05 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: MN

Complaint narrative:
THIS IS NOT A DUPLICATE COMPLAINT. On XXXX XXXX, XXXX, I submitted CFPB Complaint # XXXX to Equifax concerning obtaining my personal information from their The Work Number service -- a third-party employment verification service run by Equifax. On XXXX XXXX, Equifax responded that this had to do with XXXX XXXX XXXX- - what?! No where in my complaint did I mention anything to do with XXXX XXXX, so it's my belief that Equifax responded to the incorrect complaint of another consumer whose situation has nothing to do with me. Whatever the case, this is another example of Equifax 's poor data management and complaints handling process. I am asking Equifax to slowly, carefully and thoroughly re-read my original complaint, which I'm including in this new complaint, and have one of their executives respond directly to me. Further, it took Equifax nearly 30 days to respond to me, and I believe their XXXX XXXX response was merely a system-generated response to avoid any potential penalties they may incur for late responses ; that is, Equifax deliberately responded with false, inaccurate information concerning my complaint to stop the clock on their time to respond to me. Here is my complaint one more time : On XXXX XXXX, XXXX, I attempted to place a freeze on my The Work Number report, which is managed by Equifax, via their online system. I provided all my personal information requested by Equifax, including my name, date of birth, address, Social Security number and more. I was successfully able to create a log-in username and password, which then gave me access to The Work Number 's dashboard of tasks including the ability to view my report online at that time. When I clicked on the option to view my report, I received an error message that stated something to the effect of : " We're sorry! This doesn't happen often, but we need additional information to allow you access to view your report, '' at which point it told me to download a form -- a form that asked me for the exact same information I provided to gain access to The Work Number site and dashboard, along with sending in documents to provide my identity and address -- a driver license, passport, lease, utility bill, etc. I was frustrated and confused at this point, because Equifax was asking me to handwrite a form and send in copies of documents with sensitive data on them, which would contain precisely the same information I already supplied to gain access to my The Work Number site in the first place. I then called the customer service number to place a freeze on my report by phone, because Equifax says you can place a freeze by calling their XXXX XXXX XXXX at ( XXXX ) XXXX. I called the XXXX XXXX XXXX, only to be told that they can't actually place the freeze over the phone -- I had to go back to TheWorkNumber.com and follow the online prompts to send an online message to request to open up a dispute case to place a freeze on my report. To say that we can place a freeze on our report data is deceptive and unfair, because their XXXX XXXX representatives can not do that ; consumers are required to use their online system. So, once again, I had to fill out Equifax 's online contact form with my personal data, explain that I wanted a freeze placed on my report, at which point I sent off the online contact form, only to receive a reply that Equifax would follow up with a secured email, with no specified timeframe for the follow up, with more information on how to complete placing the freeze on my report. Approximately 24 hours later, I received their secured email, which made me click on a link to take me to the secured email and enter my previously created username/password, and then I had to click yet another link to be sent a verification email by yet another company called XXXX, XXXX sent me an email that advised me to click on yet another link to verify that I have proper access to view the secured email sent to me by Equifax. At this point, in order to open up one secured message from Equifax, I had to go through Equifax, click a link to verify my identity, enter my username/password, wait for another email from XXXX, click on their link to verify I'm who I say I am and entitled to view Equifax 's secured message to me, and then finally I can view the message. Once I viewed the message from Equifax, I was advised to use their secured/encrypted messaging platform to upload identification documents to prove my identity and current address -- On XXXX XXXX, I uploaded my Social Security card, Minnesota driver 's license, a recent electricity bill and my signed lease agreement. In the body of my message to Equifax, I specifically stated I want an immediate freeze placed on my Work Number report, because I am in the process of closing on my mortgage and I don't want any new inquiries or fraud on my credit and consumer reports. Since XXXX XXXX, I have received nothing but carbon copies of the emails I've sent Equifax, where I've asked them for a status update on my freeze request on XXXX XXXX. Each email I send them requires me to twice click on links to verify and immediately re-verify my identity through Equifax 's third-party messaging service through XXXX. On XXXX XXXX, I called the same XXXX XXXX XXXX number as before to speak to a live person to ask for a status update on my freeze report request. The representative told me they can not confirm or deny any freeze requests over the phone -- it would all need to be done by email to : XXXX. So, I emailed that email address, only to receive an automated reply telling me I need to submit all my identity and address verification documents again. This email provided absolutely no update or any personalized response to my request for a status update on my freeze request -- all the while I'm trying to freeze my consumer data so I can smoothly complete the home-buying process. I assert that Equifax is knowingly and intentionally engaging in unfair, abusive and deceptive practices by misstating that disputes can be done over the phone when they can not ; the amount of steps, tasks and data that need to be taken and given to place a freeze on my own data are intentionally and deliberately burdensome, cumbersome, daunting and confusing to the average consumer, thus intentionally dissuading consumers from disputing and/or freezing our own data that Equifax itself manages ; and it's abusive and unfair to not offer the report online, fraudulently claiming that " this doesn't happen often ...., '' forcing me to handwrite their data freeze form and send in documentation, again intentionally dissuading and forcing the average consumer to abandon their right to view, inspect, dispute and freeze consumer data, because Equifax knowingly makes the process of doing so nearly impossible to navigate and complete, leading to unnecessary, lengthy delays in responding to data freeze requests such as mine. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Hide full complaint What product or service is your complaint about? 
PRODUCT OR SERVICE Credit reporting or other personal consumer reports TYPE Other personal consumer report What type of problem are you having? 
Inactive modal Issue Problem with a company 's investigation into an existing issue Have you already tried to fix this problem with the company? 
Yes Did you request information from the company? 
No Type of Issue Difficulty submitting a dispute or getting information about a dispute over the phone What happened? 
On XXXX XXXX, XXXX, I attempted to place a freeze on my The Work Number report, which is managed by Equifax, via their online system. I provided all my personal information requested by Equifax, including my name, date of birth, address, Social Security number and more. I was successfully able to create a log-in username and password, which then gave me access to The Work Number 's dashboard of tasks including the ability to view my report online at that time. When I clicked on the option to view my report, I received an error message that stated something to the effect of : " We're sorry! This doesn't happen often, but we need additional information to allow you access to view your report, '' at which point it told me to download a form -- a form that asked me for the exact same information I provided to gain access to The Work Number site and dashboard, along with sending in documents to provide my identity and address -- a driver license, passport, lease, utility bill, etc. I was frustrated and confused at this point, because Equifax was asking me to handwrite a form and send in copies of documents with sensitive data on them, which would contain precisely the same information I already supplied to gain access to my The Work Number site in the first place. I then called the customer service number to place a freeze on my report by phone, because Equifax says you can place a freeze by calling their XXXX XXXX XXXX at ( XXXX ) XXXX. I called the XXXX XXXX XXXX, only to be told that they can't actually place the freeze over the phone -- I had to go back to TheWorkNumber.com and follow the online prompts to send an online message to request to open up a dispute case to place a freeze on my report. To say that we can place a freeze on our report data is deceptive and unfair, because their XXXX XXXX representatives can not do that ; consumers are required to use their online system. So, once again, I had to fill out Equifax 's online contact form with my personal data, explain that I wanted a freeze placed on my report, at which point I sent off the online contact form, only to receive a reply that Equifax would follow up with a secured email, with no specified timeframe for the follow up, with more information on how to complete placing the freeze on my report. Approximately 24 hours later, I received their secured email, which made me click on a link to take me to the secured email and enter my previously created username/password, and then I had to click yet another link to be sent a verification email by yet another company called XXXX, XXXX sent me an email that advised me to click on yet another link to verify that I have proper access to view the secured email sent to me by Equifax. At this point, in order to open up one secured message from Equifax, I had to go through Equifax, click a link to verify my identity, enter my username/password, wait for another email from XXXX, click on their link to verify I'm who I say I am and entitled to view Equifax 's secured message to me, and then finally I can view the message. Once I viewed the message from Equifax, I was advised to use their secured/encrypted messaging platform to upload identification documents to prove my identity and current address -- On XXXX XXXX, I uploaded my Social Security card, Minnesota driver 's license, a recent electricity bill and my signed lease agreement. In the body of my message to Equifax, I specifically stated I want an immediate freeze placed on my Work Number report, because I am in the process of closing on my mortgage and I don't want any new inquiries or fraud on my credit and consumer reports. Since XXXX XXXX, I have received nothing but carbon copies of the emails I've sent Equifax, where I've asked them for a status update on my freeze request on XXXX XXXX. Each email I send them requires me to twice click on links to verify and immediately re-verify my identity through Equifax 's third-party messaging service through XXXX. On XXXX XXXX, I called the same XXXX XXXX XXXX number as before to speak to a live person to ask for a status update on my freeze report request. The representative told me they can not confirm or deny any freeze requests over the phone -- it would all need to be done by email to : XXXX. So, I emailed that email address, only to receive an automated reply telling me I need to submit all my identity and address verification documents again. This email provided absolutely no update or any personalized response to my request for a status update on my freeze request -- all the while I'm trying to freeze my consumer data so I can smoothly complete the home-buying process. I assert that Equifax is knowingly and intentionally engaging in unfair, abusive and deceptive practices by misstating that disputes can be done over the phone when they can not ; the amount of steps, tasks and data that need to be taken and given to place a freeze on my own data are intentionally and deliberately burdensome, cumbersome, daunting and confusing to the average consumer, thus intentionally dissuading consumers from disputing and/or freezing our own data that Equifax itself manages ; and it's abusive and unfair to not offer the report online, fraudulently claiming that " this doesn't happen often ...., '' forcing me to handwrite their data freeze form and send in documentation, again intentionally dissuading and forcing the average consumer to abandon their right to view, inspect, dispute and freeze consumer data, because Equifax knowingly makes the process of doing so nearly impossible to navigate and complete, leading to unnecessary, lengthy delays in responding to data freeze requests such as mine. 


I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. 

The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps. 
Inactive modal What would be a fair resolution to this issue? 
I want an immediate freeze placed on my Work Number report for the case I've already created via Equifax 's The Work Number website. For Equifax 's unfair, abusive and deceptive practices on placing a freeze on my Work Number report, which has led to unnecessary delays in placing the freeze and thus continuing to compromise my data, I would like a complimentary membership to their credit monitoring product. Finally, I ask that the CFPB investigate for its data dispute and freeze practices, ensuring any and all legally enforceable action is taken to remedy these unfair, abusive and deceptive practices that knowingly cause consumers to abandon their rights to view, inspect, dispute and freeze their data for which Equifax is responsible for managing. 
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XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX What company is this complaint about? 
Company Information EQUIFAX What people are involved? 

Your contact information XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX Minnesota XXXX United States Your preferred language XXXX Your demographic information Age XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Race White Household size including total number of adults and children XXXX Combined annual household income {$75000.00} - {$99000.00} Sent to company Status Sent to company on XX/XX/XXXXXXXX  We've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. 

Company still working Status Company response is in progress as of XX/XX/XXXX The company has responded that it is still working on your issue In some cases, companies need more time to respond. You should receive a final response within 60 days from the date we sent your complaint to the company. 

COMPANY 'S INTERIM RESPONSE Equifax has received your complaint submitted through the CFPB portal. We need more time to review and thoroughly research your submission. Once we've completed our research, we will provide an updated response with our findings. 
Company responded Status Company responded on XX/XX/XXXX Response Type Closed with explanation Company 's Response We completed our review of your request to remove information from your Equifax credit file due to the information being the result of XXXX XXXX. Based on our review of your request and accompanying documents, the following additional information or documentation is necessary to complete your submission under section 605C of the Fair Credit Reporting Act and 12 C.F.R. 1022.142 : Victim determination documentation confirming that you were a victim of XXXX XXXX, such as determinations made by federal, state, tribal, or local governments, government agencies, or law enforcement ; determinations by non-governmental entities or task forces authorized by a governmental agency to make such a determination, a self-attestation signed or certified by such governmental agency or non-governmental entity ; or a determination by court in a case where a central issue is whether you are a victim of XXXX XXXX. Court documents can be made up of several documents from the court case that together show that the court accepted as true or found no genuine dispute that you were a victim of XXXX XXXX. So that we can complete processing of your request and block identified information, you need to contact us as quickly as possible to provide the above additional information. You may do this by mailing the information to us at XXXX XXXX XXXX XXXX GA XXXX or you may call us toll free at ( XXXX ) XXXX for more information or to learn about other ways to get this documentation to us promptly. If you contact us by mail, please include a copy of this letter or provide the confirmation number with your submission. We are required to resolve your request within 25 business days of when we receive it, but we need the above required documentation in order to do so. If we do not receive the necessary documentation specified above in time to meet that deadline, we will have to decline and close your request. If that happens, we will notify you, and you may, of course, resubmit your request with the necessary information and documentation. We look forward to hearing from you to complete your request or answer questions that you may have. Thank you for the opportunity to assist you. Equifax Information Services LLC Please do not reply to this email. Replies and documents routed to this message are routed to an unmonitored mailbox and will not be answered. For questions regarding your request to block adverse information as a result of XXXX XXXX, please call us toll free at ( XXXX ) XXXX. In the alternative, you may mail additional documents for your submission to XXXX XXXX XXXX XXXX GA XXXX. 
Feedback requested Status Feedback requested on XX/XX/XXXX Feedback due XX/XX/XXXX Provide feedback about the companys response We welcome your feedback on how the company responded to your complaint. You will have 60 days from when the company responded to share your feedback. The CFPB will share your feedback responses with the company and use the information to help the CFPBs work with consumer complaints. 

Submit your feedback Closed The CFPB has closed your complaint. 
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Company response to consumer: Closed with explanation