Consumer complaint received 2025-07-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
XXXX XXXX has reported me being late 3+ months in a row despite being enrolled in their " hardship plan '' As a loyal customer with a solid credit history, I initially reached out to XXXX XXXX customer service on XX/XX/XXXX, to explain my unfortunate situation after being furloughed due to mass layoffs at XXXX XXXX XXXX where I had dedicated XXXX years of my professional life. During that conversation, I requested the possibility of deferring a few payments or enrolling in a temporary hardship program. To my dismay, I was informed that I would need to call back after the year and that no assistance was available unless it was related to COVID-19. This response left me not only surprised but also disheartened, particularly given my commitment to making timely payments up until that point.

Despite these challenges, I continued to make my monthly payments as I always have, demonstrating my reliability as a borrower. However, I took the initiative to contact customer service again on XX/XX/XXXX, hoping for a more accommodating response. During this call, I spoke with XXXX, reiterating my job loss and the difficulties I faced in securing new employment, especially in specialized fields like IT Disaster Recovery and Business Continuity. After a lengthy hold of approximately 14.5 minutes, I was informed that I did not qualify for any deferred payment plans or hardship assistance due to my history of on-time payments. I find it astonishing that other financial institutions, such as XXXX and XXXX, were able to accommodate my requests without hesitation, while XXXX Ones approach seemed to prioritize waiting until a customer has fallen behind before helping. 

Feeling increasingly frustrated, I reached out once more on XX/XX/XXXX, in hopes of speaking with a representative who could genuinely assist me. Instead, I encountered an unprofessional interaction, wherein I was told that I shouldnt have a credit card in the first place and that Capital One would wait until I was in default before taking any further action. This kind of attitude is not just unacceptable ; it is deeply concerning, reflecting a lack of empathy and customer focus. I strongly encourage you to review this call, as it highlights the disconnect between your policies and the needs of your customers. 

Eventually, on XX/XX/XXXX, I was fortunate enough to speak with XXXX, who enrolled me in a hardship plan. At this point, I was not only grappling with my employment situation but also navigating the complexities of a divorce, making it even more critical that I receive support during this tumultuous time. The agreed-upon payment of {$450.00} per month, while high, was accepted out of necessity. Since that time, I have made every payment punctually and in full, as per the terms of the hardship agreement. However, I am dismayed to find that you continue to report delinquent payments and incorrect amounts to the credit reporting agencies, which is unacceptable. 

I have invested over 12 hours disputing XXXX XXXX  incorrect Credit Reporting inaccuracies, only to discover that my dispute records indicate now that my requests have been resolved, which is simply not the case. To clarify, I have never missed a payment in my 27 years of credit history. It is incredibly frustrating to see my credit adversely affected despite my consistent efforts to comply with the hardship agreement. 

The impact of these erroneous reports has been severe and far-reaching. I am currently facing significant challenges in securing both housing and employment due to the negative marks on my credit report. I work in the financial services industry as well and credit reports I feel are keeping me from securing permanent role.

Company response to consumer: Closed with explanation