Consumer complaint received 2024-07-26 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: WA

Complaint narrative:
My ssn was involved in the equifax data breach in XXXX. I filed identity theft police report in XXXX, as well as an identity theft affidavit that was signed by a police officer. And again in XXXX. I also made two claims in the data breach and have yet to receive either of my checks? I received an e-mail from them requesting additional documentation in order to further explain my claim, honestly it was unclear. Please see attached emails. I was homeless at the time ( due to related financial issues regarding the breach and the effects it had on my credit score ) as well as I was in and out of the hospital. I responded by phone 3 days after my 30 day window was closed. * ( in the email ( s ) Equifax stated 2 separate dates that were supposedly my due on or before date that were given to me and I had until these dates to submit the additional requested documents ) In the emails at the very end it states that if I do not submit the requested documents then the following email will be notice of my claim being closed along with directions on how to appeal the closing of the claim. When I called, I let the customer agent know I JUST missed the cut off date, and would need instructions on how to appeal the closure of my claim. The agent instructed me to direct my attention to the closing claim e-mail. I told the agent I never received that closing email, and requested he just instruct me verbally on the instructions on exactly how to appeal the closure of my claim. He asked to verify my email. I told him they obviously had the correct email because I successfully received both emails alerting me of their request for additional documents, along with all the prior emails I received when I originally made the INTIAL 2 CLAIMS, but again, I never received the email with the closure of my claim AND the instructions on HOW TO APPEAL. After verifying my email was in fact correct, he told me he was unable to verbally give me any directions on how to appeal and my only option was to leave a message/request for the escalation department/supervisor to return my call regarding my request for the appeal instructions. I never received that call. I ended up calling 4 separate times over the course of the next 3 weeks and every single call was exactly the same and I had to repeat everything that was said on the first call and they refused to just transfer me to a supervisor right then while I was on the phone. I got extremely frustrated, when finally the last time I called the agent just insisted that my claim was closed because I did not submit the requested documents in time. Thats when I told the agent that, that is why I was requesting instructions on how to appeal. The agent told me my claim was closed and I couldnt appeal. I told the agent that is exactly what an appeal process is for. When a company makes a decision regarding my account or interest in that particular company and I dont agree I have a right to a grievance or to appeal their decision, hence they closed my claim and I want to appeal it. But I have yet been able to get any such instructions or actually talk to a supervisor? .... Why?

Company response to consumer: Closed with explanation