Consumer complaint received 2025-08-11 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: EQUIFAX, INC.
State: KS

Complaint narrative:
I submitted a dispute to Equifax, XXXX, and XXXX  by snail mail on XX/XX/year>. I am a survivor of XXXX XXXX  and have debts incurred while being trafficked. Under the Debt Bondage Repair Act, I submitted paperwork to have these debts removed from my credit report. Both XXXX  and XXXX  reviewed all paperwork included, blocked the information permanently, and closed the disputes. 

Equifax, however, mailed a letter to the Kansas Attorney General 's office ( I am enrolled in XXXX XXXX XXXX to keep my address confidential ), stating they did not have a determination by state, local, or government agency verifying I was a survivor of trafficking. All of this was included, and this is the only bureau stating they didn't have this. I attempted to call on Tuesday, XX/XX/XXXX, after receiving the letter in the mail they needed additional information. I spoke to a representative who stated I needed to verify my identity before she could speak to me. She wanted me to upload my SSN and drivers license over the phone by email before she would speak regarding confirmation # XXXX. Due to me not having my SSN card on me, she could not speak and said I could call back on Friday XX/XX/XXXX. I called back on Friday, XX/XX/XXXX, and the representative stated the case was closed on XX/XX/year>, due to them not having the information needed. They were unable to tell me why I was not contacted by phone or email as I had requested. They also could not explain why on XX/XX/XXXX I was going through the motions on the phone if the case had already been closed. I was told I needed to send in a new dispute. 

On XX/XX/XXXX, I mailed all information required to Equifax. I called on XX/XX/XXXX after I never received mail or correspondence from them. The first representative stated their computers were down and I needed to call back in an hour. The second representative, who identified himself as XXXX, agent ID XXXX, confirmed the paperwork was received on XX/XX/XXXX by them. He repeatedly stated the paperwork wasn't tied to the dispute and I needed to send it a third time. He refused to let me speak to anyone other than him, and said he is the manager and does not have anyone above him who can assist. The paperwork mailed listed everything that was being disputed. He repeatedly stated it had to be tied to a dispute, but could not explain what this meant. He hung up once he realized legal action is going to begin if this isn't resolved. 

I called back a third time, and spoke to XXXX XXXX ID XXXX. She told me on the phone, which was recorded, that XXXX told her to answer the phone and say she was a manager. She said her department of Tier 3 managers answer directly to a supervisor, but she handles all XXXX XXXX  requests. She further confirmed that they did receive the paperwork to open the dispute on XX/XX/XXXX, and for some reason it was never reviewed, noted, or had any additional action taken by their XXXX XXXX department. She didn't know why they had not reviewed it or contacted me. She said she would escalate the case to the department, and I would hear an answer immediately within 3 days. Case escalation # was XXXX. 

As of XX/XX/XXXX, I have not received any responses by mail, email, or phone from Equifax. My dispute has not been reviewed, information was not blocked within 4 business days, I was noted contacted within 5 business days, and a determination was not made within 25 business days of this dispute submitted which carefully followed all requirements under the Debt Bondage Repair Act and included specific information Equifax requests.

Company response to consumer: Closed with explanation