I went down this exact path with them several years ago although I didn't have derogs, just a split of a clean/thick file. I'm assuming you have been calling them and been speaking with offshore staff. By design they are limited in what they can see and even more limited by what they can do. There are a few things I suggest you do if you haven't done each of them already. Don't expect this to be a quick process, closer to 2-3 months. Briefly put: Get a fresh copy of your EX, TU, and EQ reports, if you haven't already, from annualcreditreport.com. If you can't get one from a CRA that way request one from that CRA in writing via USPS. At this point moving forward, whenever you make a phone call keep written notes on time/date, who you spoke to if possible, with briet notes about what was discussed and said. Pick a couple of the creditors that are reporting on EX and TU but not on your 'official' EQ report that you know should be reporting to EQ; contact them and ask them to confirm that they are in fact reporting to Equifax. Contact Equifax again, explaining that you believe you have a split file, you have information missing from your Equifax report that is being reported by EX and TU, and that you have confirmed with <name creditors> that they are in fact reporting to Equifax. The CSR you speak with may or may not be able to see that you have a split file, but they should be opening an internal ticket for US staff to research. Don't have any expectations whatsoever that you will be successful in getting a live transfer to US staff, although it sometimes can happen (you can ask for a transfer), but you may get a callback from US staff as part of the investigation process. Get the ticket # they open. You can also ask to speak to a supervisor as well, but expect to be told they're busy and will call you back, and don't be surprised if you don't get a callback. I want to emphasize that IME the remote callcenter staff is quite good, but they're deliberately hamstrung in what they can see and especially what they can do themselves to address a problem. Even if they can see the exact issue they often can't address it themselves because they don't have the necessary access to make the change, they have to create a ticket. Don't be afraid to call back weekly to get status on that ticket #, it can take EQa month to complete an investigation. Ultimately be prepared to file an online complaint with the CFPB against Equifax, which is why I'm suggesting you follow each of these steps. Basically you want to set the table and be able to show that you've done due diligence to confirm there's an issue (confirmation of info being reported by EX and TU but not be EQ where multiple creditors confirm they are in fact reporting to EQ) and you followed EQ's complaint/escalation process to try to resolve the problem yet it still remains. The one thing I can't speak to is how effective the CFPB is right now given the recent turmoil involving them the last several months. If they make changes and screw THAT up rinse and repeat, don't give up. I can also speak to having to do that.
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