Equifax

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Equifax can't keep anything straight ... and doesn't seem to try very hard. For the second time, the company has been penalized by the Federal Trade Commission for not responding to consumer inquiries. That will come as no news to the hundreds who've written to us, including those below:

Roel of McAllen, TX August 4, 2009

I canceled my 3 in 1 program last July 08. I went to buy a new car on August 1, 09 with the Cash for Clunker govt. program and found out that my credit report was still frozen, even though I had canceled over a year earlier, and the car company had my new car on hold. I called Equifax Saturday and they were going to try their best to have it unfrozen by Monday. I called on Monday and Valerie, Sr. Tech, said that it would take 5-7 days for it to come off; this delay would have cost me 4500.00 from the clunker program.

I offered twice to repurchase the program, so we could unfreeze it, but I was told that that would not work. I asked Valerie to speak to her higher ups , so that they could help me resolve this, but she kept saying that no one was available and she could not give me their names or where to call them. Frustrated, I told her that if I were to lose the 4500.00 due to their failure to cancel my frozen account, I would consider suing them. Valerie said she could no longer "help" (Ha) me.

After that call, I rejoined the program and called Customer Care to show me how to lock and unlock my account. The agent was very helpful and she was able to help me unlock it. Later that day, I was able to purchase my car! The following day, I called to cancel my program. When asked why, I told the agent my story and she put me on hold. Valerie came back on the phone and I told her I was able to take care of it when she could not. She told me that the agent that helped me would be 'talked to", because they shouldn't had helped me.

It is obvious that they do not have the customer's best interest at heart. Had I not reacted quickly, I would have lost the 4500.00 in the Cash for Clunker program. Valerie is a prime example of what is wrong with Customer Service today. Instead of solutions, she gave me obstacles. I became very frustrated, but at least now I have my new 2010 vehicle. I still want to file a complaint with her Company or the FTC. Equifax should be able to handle emergencies at a faster rate than 5-7 days; I did it in 20 minutes.

Brian of Mississauga, ON July 30, 2009

I received a letter in the mail from Wells Fargo which had someone elses name on it using my home address, I called them and they told me that it was Equifax in the USA that supplied the address. To this date either company is cooperating. I am NOT a customer of Wells Fargo or Equifax. I just want to know HOW equifax got my address!

Susan of Los Angeles, CA July 28, 2009

My business Overdraft Line of Credit with Washington Mutual Bank ("WaMu")was cancelled due to "negative information on my credit report". When I received said credit report, no negative info at all was contained therein. Two erroneous addresses were listed in the credit report - BUT MY CORRECT ADDRESS IS NOT LISTED AT ALL. I completed Equifax's "research request form" in order for them to correct the info and attached a copy of my driver's license as evidence of my correct address. They did not respond after 90 days, so I called and was told that a letter was sent - TO THE WRONG ADDRESS THEY HAD FOR ME.

Equifax will not correct the information. They say that Wamu must correct it, but WaMu no longer exists and I no longer have an account with them. Equifax confirmed that wrong info is basically "carved in stone" if the creditor no longer exists or is unwilling to correct it. Their "research request form" is a sham and their dispute phone line is unhelpful. I have been trying to get this coorected for over 3 months.

I was robbed 900 (150 each year since 2004) unknowingly for what has been legally proven as an illegal predatory practice with the very same companies that were involved in the class action lawsuit.

Sandra of Milton, KY July 27, 2009

Two months ago I tried to get a bank card after the lady ran my credit report she treated me like I was a criminal.My husband works out of state so we need some way for him to send me money without costing us a fortune. So we went to walmart and got a prepaid debit card,when I called to activate it they said they needed more information so I faxed them the information I never got my permanent card. So saturday my husband purchased a green dot card we couldn't activate it either.They said the information didn't match up.so I got my credit report.The only name they had for me was my maiden name,and the birthdate was completely wrong.wrong month,wrong day,wrong year.That would make me 9 years older than I really am. I want this corrected but I can't get ahold of a person I am very angry.

Teresa of Reynoldsburg, OH July 24, 2009

Follow up to previous complaint. Equifax is still taking 14.95 out of my account although I informed them I wanted to cancel 2 months ago. I consider this fraud and a theft. I am currently on hold with Equifax and they say that the representative I spoke with to cancel my account stated I hung up on her. I verified that she had all the information that was necessary to cancel and she continued to try to "sell" their service not listening to what I was saying. I asked her numerous times if she had all the information she needed to cancel and she said yes. I ended the call assuming the charges would stop - WRONG.

So, since my service is still active I went through their automated service and placed a fraud alert on my account for their charges. When the representative came on the line, he was stunned when I explained that the fraud alert I placed was for their own charges. I now have a confirmation number for a refund of 2 months. We'll see if it ever hits my account.

Darryl of CHESAPEAKE, VA July 15, 2009

My story is bad just like everyone else.I have dispute an item on my credit report off and on for 3 years. They say wait 30-45 days. They keeping sending E-mails saying still disputing.Finally, an E-mail comes and says dispute completed.Tells me say thing every time. I call and complain it is still incorrect info. They start another dispute and same thing happens in exact order over and over and over.

Anyway they still are doing this to this very day.I call and tell them that a loan I had was paid in full three years ago..My report says charged off to the very day. I call every 45 or so days and they say company is reporting correctly. I would call company but Equifax has wrong phone #. I see they are investing very hard. Anyway every time I call them I try to give them the companies real number because I have been investigating myself, for three years.How can I find all correct info but they can not. I am regular person with a computer does Equifax not have any computers so they can find correct company info like I did. Nice work for the last three years. Maybe they will fix it before 7 years expire, who knows.

Rebekka of Atlanta, GA July 7, 2009

Hello- I'm writing to file a complaint against equifax- I am the victim of identity fraud, had an initial fraud alert placed on my credit file, and am trying to follow up. It takes a ridiculous long time on the automated system and requires excessive redirection in order to get the credit report and not pay for a score. At the end of it all I finally reached a representative and requested that the fraud alert on my file be extended. The response given to me was that an extended fraud alert would only be provided after a written request.

When I requested to speak to a supervisor to have the policy explained I was put on hold and subsequently disconnected. When I called the customer service line I had been provided and assured would link me to a live representative who could assist me, it went straight to voicemail on each of the 10 occassions I attempted to reach them and at this point I have not received a call back to address my concern.

James of Tres Piedras, NM July 1, 2009

I was turned down for credit by sears because of equifax erroneous reporting.It's been less than 60 days.When I call their 1(800)685-1111.It's totally automated. And wants 7.95 for what's supposed to be free.There is not an option for customer service or any way around the charge. Did I say Their reporting is erroneous? By the way equifax isn't even in the dictionary....

Tracy of Fair Lawn, NJ July 1, 2009

In July of 2007 I requested a security freeze be placed on my consumer credit information. In February 2009 I wanted to avail myself of lower mortgage refinancing rates. It was then for the first time that I realized I should have received a confirmatory PIN # for the freeze I placed back in the summer of 2007. I never did. So, on February 18, 2009 I sent what I thought was all the required documentation, along with a letter of explanation to Equifax Security Freeze.

I also requested my free annual credit report (per the state of New Jersey) at that time. I sent the information certified mail, return-receipt requested and the post office confirmed my letter was indeed received by Equifax. No response ever came. So, on March 24, 2009 I again sent a certified, return-receipt letter to Equifax, asking if my information was somehow incomplete, and again requesting my PIN # and free annual report. On March 30th I received my PIN #, but no credit report. Nothing else ever arrived. On May 19, 2009 I sent my third certified letter, return-receipt requested still looking for my credit report. On May 24, 2009 I received a form letter back from Equifax stating I had already received my free copy of my credit report within the past 12 months, but I could pay for another copy now. This is not true.

On June 2, 2009 I sent my fourth certified letter, return-receipt requested, still looking for my "free" annual credit report - and on June 9, 2009 I again received a form letter saying no, that I already received my "free" report. As I explained in my fourth letter, if logic prevailed, one could easily see I have now spent more money requesting my "free" annual credit report (via certified mail, return-receipt requested costs) than it would have cost me to simply have outright purchased a report from the onset of my quest. It is very difficult and costly to only be able to connect with Equifax through letters.

Without a two-way conversation, with the expense of certified, return-receipt letters and with the inconvenience of needing to frequent a post-office, I am really at a loss. It is absolutely infuriating that a consumer organization that holds so much power over the public may simply respond with form letters and no human contact or effort on their part to investigate a situation further.

Wen of McDonough, GA June 28, 2009

I asked Equifax to correct a payment delay item on my credit report. They made no effort to investigate the item. This is what happened. Charter communications was used to withdraw my monthly service charge from my checking account automatically. When I moved to my new house a couple of years ago, Charter did not withdraw money directly from my checking account for the last bill. Instead, they billed me to my old address which resulted in late payment since I had already moved. I asked Equifax to take out this late payment item because it was not my fault that I paid late. I was penalized for Charter's mistake. Equifax did not do much at all.

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