Consumer complaint received 2024-08-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: EQUIFAX, INC.
State: CA

Complaint narrative:
Dear CFPB, I have been filing my police report with the credit reporting agencies since XXXX. I was a victim of crime in XXXX and my wallet and everything was stolen including my drivers license and social security card, military ID and other things within my wallet when my car was stolen. The assailant gave me a fake name. Now I have been having Equifax, XXXX and XXXX do an extended fraud alert so they would have to call me prior to extending credit to anyone to make sure its me. 
I asked Equifax to extend my fraud alert 2 months prior to it being over this cycle, mailed everything in on XX/XX/XXXX. I sent the request form, a copy of my ID, social security card, the same police report Ive been using since XXXX. They received around XX/XX/XXXX. I received a document, attached that said if I wanted to search for the person on my police report within my credit accounts. I didnt answer because I didnt ask for that. I asked to re-extend my previous extended fraud alert that was set to expire in XXXX or XX/XX/XXXX. 
Why did they not just re-extend the existing 7 year extended fraud alert? I called in on XX/XX/XXXX to ask why I hadnt received anything and was told that they were extending it. Then I was given a new confirmation # and told to expect it within 2 weeks. Then he said it was extended and said I would receive a new credit report within 2 weeks. Usually I get a report from all 3 bureaus when the fraud alert is placed on my file. The Equifax rep said it was extended until XXXX, 7 additional years. However I went on myequifax today and didnt see the new confirmation number he gave me on XX/XX/XXXX. Just two of them XX/XX/XXXX and XX/XX/XXXX. Both said it was resolved. But my fraud alert was set to expire it says on myequifax on XX/XX/XXXX. 
I called in today and spoke to another representative and asked why my fraud alert hadnt been extended again another 7 years and explained I talked to another rep on XX/XX/XXXX and was told it had been and then he gave me a new confirmation number. This lady first said you cant see it because its updated every 13 days. Then she seemed to be lying to me, because she changed her story several times. First it was that it wasnt updated because its only updated every 13 days, then she said the report I sent in was invalid, this is the same police report Ive been using since XXXX and last time Equifax added my fraud alert for 7 years with this same report. This time its invalid, suddenly why? How? Then she said it was invalid, then she changed her response again and said it was illegible like she couldnt read it. Its clear as day and I have submitted it here as well. It seems they are just lying. I hung up the phone after telling them Im filing a complaint with the CFPB. Why after so many years is the credit bureau not able to use the same report Ive been using since XXXX? They she said the previous call where the previous rep gave me a new confirmation number and told me to wait 2 weeks that it had been extended was not for that purpose, which coincidentally was close to the fraud alert being over on XX/XX/XXXX, if I would have waited 2 weeks, I never wouldve known. She said the confirmation number given to me on XX/XX/XXXX was for my credit report, not to extend my fraud alert like the guy guy told me it was. Lies and more lies. Why is my police report suddenly, invalid then illegible but it was ok last time I used it 7 years ago when Equifax added this extended fraud alert that is set to expire on XX/XX/XXXX. Please help me get my 7 year extended fraud alert placed on all 3 of my credit bureau personnel credit files asap. Please call me with any questions. Thank you. 
Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation