Consumer complaint received 2024-08-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Personal information incorrect
Company: EQUIFAX, INC.
State: SC

Complaint narrative:
On XXXX XX/XX/year> I contacted Equifax to remove an XXXX XXXX XXXX. I successfully passed the verification, uploaded my drivers license, took a selfie and had no issue. The representative was very helpful and advised she removed the alert. 

The next day, I no longer saw the alert on my credit report ( myEquifax ) but my lender was getting the same error message that there was an XXXX XXXX XXXX preventing him from accessing my report. 

I called again and another helpful representative assisted after verification. It took awhile longer and he stated he needed to remove notes in order for the alert to be fully removed. Once the call was complete, that lender was able to successfully access my report. 

Today I attempted with another lender and they received the same message. Although, on my end I do not see any fraud alerts. I called Equifax at XXXX XXXX XXXXXXXX XXXX XXXX XXXX  ) again and was answered with poor customer service immediately. He sent a link, I passed the automated verification process successfully ( uploaded drivers license and selfie ) yet he advised my name shows XXXX at the end indicating that XXXX XXXX XXXX XXXX. This is the reason why the lender can not pull my report. 

I advised that I dont see any incorrect spelling on my credit report and he stated it said XXXX XXXX XXXX XXXX I asked him how am I supposed to dispute an inaccuracy that I dont have access seeing. In a matter of 10 days I have incorrect information on my credit report and he could not explain why. I told him the lender is getting a message about an XXXX XXXX alert, not an error about mismatch names. He said there was not an alert on my credit. 

This raises 2 issues : - Why would a completely different lender receive the same error regarding an XXXX XXXX XXXX, yet Equifax states there isnt one on file nor do I see it on the consumer end. 

- It is apparent theres information the bureau has that is not accurately being reported to the consumer. As the consumer, how else am I supposed to know they have an incorrect spelling or name on file. Especially after uploading my DL, taking a selfie, and successfully passing the electronic verification over the phone. Shouldnt I have failed verification if my name didnt match? 

The representative would barely let me ask questions by cutting me off and telling me to send my ID. I asked him who reported an incorrect name, as it wasnt incorrect a couple of weeks ago. I have no new accounts, no accounts listed that wouldve reported that. The representative stated he didnt know who reported it. As a consumer reporting agency, why would they allow a company to report any name/spelling and not update the information for the consumer to have the opportunity to dispute? 

Ive attached the following : Screenshots of what the lenders are receiving while pulling my report. 

The personal information I see on my end. 

The information showing I dont have an alert on file, yet Equifax XXXX the only bureau rejecting my report be pulled.

Company response to consumer: Closed with explanation