Consumer complaint received 2024-11-01 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: AZ

Complaint narrative:
In XXXX and XXXX, I filed disputes on three items that were listed on my credit report as discharged in bankruptcy. I provided documentation regarding payoff of two of those items a Mortgage and a Heloc, and proof of ongoing items on the auto loan. Their investigation came back stating that the reporting was correct. So, I filed appeals, and was able to get to a bankruptcy specialist who reviewed my documentation for the HELOC and removed it from my report. After getting similar reporting from all agencies, I was confused. After much investigating, I found out that my attorney lied to me and that even though I signed reaffirmation statements and continued to pay on those 3 loans, they were included in the bankruptcy. I have also since found out that there is not much I can do other than to file a complaint with the Bar association against my attorney. 

I called Equifax today, XXXX, to see if I could find out if I had any other options, especially with the proof of paperwork from my bankruptcy petition, that listed these three items as exempt. The proof of the reaffirmation document, and the proof of my paying off two and continued paying of one. I also had read if anything I could make a statement on my credit report. It took me 20 minutes bouncing around the phone system before I was even able to get to a human. Then when I asked for a specialist, I went through the entire verification system, and then was told I had to use their link to verify my license and a picture of my face. The link worked for the license, but it would not take a picture of my face. It eventually kicked me out of that section of the verifying. At that point, the specialist told me that I would have to call back. I said it took me over XXXX minutes just to get to that stage and it's not my fault that the link didn't work. She then rudely told me that she was not able to send me a link again, and " since I ended it '', I would have to call back. I " did not end it '' the link wouldn't take the picture of my face. I asked if there were any other ways to verify my information as we were almost at XXXX minutes at this point. She said there was not. So I asked for a manager. She then claimed that her position is higher than a manager, therefore that is why I was sent to her. I then said, where do I make complaints about this as it should not be this difficult to get a human, let alone, when their system doesn't work, then it's too bad for the customer and they just need to call back. She then told me she could give me an address to send a complaint! This is ridiculous. I am already tremendously frustrated with trying to correct my credit reporting due to a lying lawyer, to then have this much difficultly just trying to get answers about options, and being treated rudely for something I have no control over, is unacceptable.

Company response to consumer: Closed with explanation