Consumer complaint received 2025-05-20 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: VA

Complaint narrative:
I am submitting this formal complaint regarding Equifax Information Services LLCs failure to verify my identity and provide access to essential credit reporting services an issue that has persisted for over a year and is now threatening a pending home mortgage approval. 

Background and Ongoing Issue : I have been attempting to fully access and use my Equifax account since early XXXX. My account remains in a frozen state, and despite being able to log in and view my score, I can not lift the freeze or access my full credit report due to XXXX repeated failures in their identity verification process. 

After being the victim of identity theft involving a fraudulent car loan tied to my SSN in California, Equifax requested the following documentation : - Copy of my Social Security card - Copy of my drivers license - A written statement explaining the identity dispute I have now submitted these documents four separate times over the course of a year to the mailing address Equifax provided : Equifax Information Services LLC XXXX XXXX XXXX XXXX, GA XXXX Despite using XXXX tracking on my last two mailings ( delivered XX/XX/XXXX and XX/XX/XXXX ), I have never received confirmation, and my account remains unresolved. 

Failed Attempts to Resolve : Each time I attempt to temporarily lift the freeze ( a right protected under the Fair Credit Reporting Act ), I am forced to call XXXX, where I am passed through multiple agents, none of whom can permanently resolve the issue. 

In some instances, representatives verified my identity via an ID + selfie upload system and were able to lift the freeze temporarily. However, this process is inconsistent, not documented, and not a permanent solution. Each time I ask how to avoid this repeated cycle, I'm instructedagainto mail in the same documents to the same PO Box that Equifax continues to ignore. 

XXXXXXXX XXXX Impact : On XX/XX/XXXX, my wife and I went under contract on a home. Our mortgage lender is now attempting to conduct a hard credit pull as part of the final underwriting process. They are unable to access my Equifax report because the freeze remains in place. 
When I called Equifax again on XX/XX/XXXX, I was told my credit profile could not be accessed without further identity verification despite already having multiple verified mailings and previous successful ID verifications. 
I escalated the matter to a supervisor, XXXX ( ID : XXXX ), who admitted he could not help and told me to send my documents again. 

Legal and Financial Risk : XXXX  repeated failure to process valid identity verification and remove a credit freeze in a timely manner violates my rights under the Fair Credit Reporting Act. It is also causing immediate and material financial harm, as this delay may : - Jeopardize our mortgage loan approval, - Cause us to lose the home were under contract for, - Result in higher interest rates or unfavorable loan terms.

Company response to consumer: Closed with explanation