Complaints

This profile includes complaints for Factual Data, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Factual Data, Inc.

  250 E Broad St Ste 2100 Columbus, OH 43215-3754

• 

  Innovis

  950 Threadneedle St Ste 200 Houston, TX 77079-2937

• 

  Innovis Consumer Assistance

  PO Box 530088 Atlanta, GA 30353

• 

  Factual Data

  PO Box 1055 Pittsburgh, PA 15230

• 

  Innovis

  PO Box 530088 Atlanta, GA 30353

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paitently trying to work with Factual Data to clean up some weird stuff that they have reporting on my consumer file. They have been stalling me out of actually investigating and cleaning up these items. Can your company ensure this stuff is removed?

  Business Response

  Date: 03/28/2025

  ************
  Please accept this response to the complaint we received regarding ****** ************ on 03/24/2025.

  
  We called ****** ************ on 03/25/2025, 03/27/2025, and 03/28/2025 to discuss her concerns, but were unable to reach her. To better assist us in processing her complaint, she can call our Office of Consumer Affairs at ###-###-####.

  
  After researching, we located a request for a credit report, which was processed on 01/27/2025. However, there were no calls received or dispute requests from Ms. ************.

  
  Per her complaint, we have disputed information with the Consumer Reporting Agencies (CRAs). Results of the investigation will be mailed to her upon receipt.

  
  Factual Data provides credit information from CRAs to its clients, which are primarily banks, mortgage companies and other lending institutions that have a permissible purpose under the Fair Credit Reporting Act to obtain credit information.

  
  Sincerely,
  Factual Data Consumer Assistance

  Customer Answer

  Date: 03/29/2025

   I would prefer to speak only via email or mail to maintain a record of my correspondence. I can provide the tracking numbers to my letters if Factual Data would like me to
  
  Regards,
  
  ****** ************

  Business Response

  Date: 04/01/2025

  Please accept this response to the complaint we received regarding ****** ************
  on 03/24/2025.
  
  We called ****** ************ on 03/25/2025, 03/27/2025, and 03/28/2025 to discuss
  her concerns, but were unable to reach her. To better assist us in processing her complaint, she
  can call our Office of Consumer Affairs at ###-###-####.
  
  After researching, we located a request for a credit report, which was processed on 01/27/2025.
  However, there were no calls received or dispute requests from Ms. ************.
  
  Per her complaint, we have disputed information with the Consumer Reporting Agencies
  (CRAs). Results of the investigation will be mailed to her upon receipt.
  
  Factual Data provides credit information from CRAs to its clients, which are primarily banks,
  mortgage companies and other lending institutions that have a permissible purpose under the Fair
  Credit Reporting Act to obtain credit information.
  
  
  Sincerely,
  
  Factual Data Consumer Assistance

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep checking my credit score, even though I have NOT requested a new line of credit etc. We have called them before to ask to them to stop and they have done it again. My credit score has dropped 61 points because of them!

  Business Response

  Date: 01/31/2025

  ***********

  Please accept this response to the complaint we received regarding ***********  *********** on 01/24/2025. 

  We contacted Mr. *********** by phone on 01/24/2025 to discuss his concerns. Our records  indicate that our client, ******* ************E, accessed a copy of his credit report on  05/19/2023 and our client, ********* ****, accessed a copy of his credit report on  09/20/2023. He stated that he was familiar with these inquiries and nothing further was needed  from Factual Data at that time. 

  Additionally, our client, ******* *************, accessed a copy of his credit report on  09/05/2024 and 01/13/2025. Per our conversation, we have disputed the inquiries with the  Consumer Reporting Agencies (CRAs). Correspondence regarding the dispute will be mailed to  Mr. ***********. 

  If he needs further assistance in the future, he can contact us at ###-###-####, Monday through  Friday 8am – 7pm ET, by mail at ** *** ****** ******** ** *****, or by fax at ###-###-####. 

  Factual Data provides credit information from CRAs to its clients, which are primarily banks,  mortgage companies and other lending institutions that have a permissible purpose under the Fair  Credit Reporting Act to obtain credit information. Factual Data does not maintain a database of  consumer information from which new reports are generated. 

  Sincerely, 

  Factual Data Consumer Assistance

  
  

  Customer Answer

  Date: 02/07/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed.

  
  

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im trying to see what information Innovis says I have on my report but have failed to receive one .. When trying to login it says that they cant send a code to my number. So what did I do ? I tried 5 other numbers and they all said the same thing. So then I said let me try the mail AGAIN. *** ordered my report before and never got it. After giving them all of my personal information it claims they cant do it online to call. So I called and was told that since a code cant come to my phone theres nothing that can be done. So how exactly am I supposed to access my report if all the suggestions from them have failed . Thats not right at all . I want to make an account so I can access my report

  Business Response

  Date: 01/22/2025

  In your complaint, you express dissatisfaction with your experience regarding **************************.
  
  In response to your complaint:
  -For the security of consumer information, we have implemented several controls on our website for accessing an account, including two-factor authentication. We understand that some consumers may not be able to meet all of the criteria and apologize for any inconvenience this may cause. However, these security measures cannot be bypassed.
  -Any request that youd like to submit through an ************************** account may be submitted by phone or mail using the contact information provided below. Additionally, you may manage your Security Freeze, Fraud Alert, or order a free copy of your Innovis Credit Report without logging in by using the following links:
  
  Place or Manage an Existing Security Freeze ***********************************************************
  Place a Fraud or Active Duty Alert ******************************************************************
  Order Credit Report **************************************************************************
  
  -A free copy of your Innovis Credit Report has been mailed to your current address. You can expect to receive your Report in 7 to 10 business days.
  
  Innovis Consumer Assistance
  PO Box 530088
  *****************
  
  **************
  Representatives are available to assist you Monday through Friday,from 8 AM to 8 PM (ET)
  
  Please visit our *************** on ************************** for more information regarding your Innovis Credit Report.

  Customer Answer

  Date: 01/23/2025

  They said they are sending my report to my house. I didnt give an address . Its ************************************. If you guys could make sure they have that Id appreciate it. Thats all I have left to say. Have a great day and thank you. 

  Customer Answer

  Date: 01/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22818135
  
  I am rejecting this response because: 

  They said they are sending my report to my house. I didnt give an address . Its ************************************. If you guys could make sure they have that Id appreciate it. Thats all I have left to say. Have a great day and thank you. 
  
  Regards,
  
  ***** ********

  Business Response

  Date: 01/23/2025

  You entered the address, ********************************, on ************************** on 1/15/2025 and 1/16/2025. This is the address to which your Innovis Credit Report has been sent. 

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently reviewed my credit report on Innovis and noticed an account that did not report accurately, I had two late payments on my Discover account that I was in fact paid on time. Innovis have need to report all information about me with complete accuracy. This account has not been late on payments and have included screenshots of my transactional activity in JAN 2024 & FEB 2024. Innovis has failed to investigate and send me an update on my consumer report within the time frame i provided hence update my Discover account payment History on JAN 2024 & FEB 2024 to paid/on time.

  Further more , It is my understanding that per 15 USC 1681 (a)(2)(A)(i), my consumer report should not contain Information solely as to transaction or experiences between the consumer **** ***** and Innovis. Payment history and the late payment associated with payment history negatively impacts my Consumer report and are considered as part of my transactions and experiences between me and your company.

  Also, I am requesting that you provide me with, in writing , the reasonable procedures {according to 15 USC 1666(b)} that you have adopted to ensure that each periodic statement is mailed ( and was in fact mailed and certified to me **** ***** in 01/2024 & 02/2024 ) not later than 21 days before the payment due date. Include also all the information required by section 16379(b) of Title 15. You have 5 days from December 30 2024 to provide me with the information that I am requesting. If you do not provide this information in the allotted time given, then it will be assumed that, you cannot verify the late payments on these dates ( 01/2024, 02/2024) ( this means Lacking reasonable procedures to ensure the accuracy of my Discover Account) and I therefore demand that you remove the late payments from my Discover Account and ********************** report and update the accounts to Positive and on time.

  Business Response

  Date: 01/09/2025

  In your complaint, you request that derogatory information be removed from your Innovis Credit Report.
  
  Per your previous dispute request, initiated via ************************** on 12/22/2024, Innovis removed the late payments reporting on Discover account ending #****. A notification email was sent and the investigation results were made available for you to view on **************************.
  
  In response to your complaint:
  -The account referenced is already reporting as you requested. The investigation results, which include a summary of our reinvestigation procedures, have been mailed to you separately.
  -Innovis is a consumer reporting agency, not a bank or creditor. Innovis does not offer commercial products or services directly to consumers. Therefore, Innovis does not mail statements of account or transactions to consumers as your complaint implies.
  -Additionally, consumer reporting agencies like Innovis do not maintain original documents concerning your relationship with your creditors. You may contact your creditors directly to request those documents. Innovis provides creditor contact information in the investigation results that we send out.
  -As a consumer reporting agency, Innovis sells consumer reports and personal information to customers with a permissible purpose to obtain this information under applicable credit reporting and data privacy laws. For more information about how we collect and use personal information, please review the Innovis Privacy Notice on our website at **************************.
  -Innovis has no record of declining to process a request we received from you.
  -Innovis is not affiliated with Experian, Equifax, or **********, and cannot dispute information that may appear on their Credit Reports on your behalf.
  
  Please visit our *************** on ************************** for more information regarding your Innovis Credit Report.

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The following ****** ***** ****** account with account 0001 has already been disputed by me. The result is that this account is correct. In their report they indicate that the data was updated on 11/20/2024. I simply do not agree with this. However, they also indicate that the account went into charge off but they do not report a single payment on that report. How is this possible? How can they report this account with all this missing information? Is this 100 percent accurate. All of this is causing me a lot of difficulties, it is damaging my entire financial life. Please remove this account that is being reported incorrectly on my report. DOB : ********** Last 4 Digits ****

  Business Response

  Date: 12/17/2024

  In your complaint, you request that an account be removed from your Innovis Credit Report.
  
  In response to your complaint:

  -Innovis initiated another dispute with ****** ********* ******** ******, asking that they verify the accuracy and completeness of their account ending #****. Upon completion, the investigation results will be mailed to you separately.

  
  -The account referenced is in “charge off” status, meaning the creditor has written off the account as a loss and does not expect to be paid back the unpaid balance. For this reason, Innovis does not display a payment history grid for accounts in charge off status. Accounts generally enter charged off status between 120 and 180 days after the account becomes delinquent.

  
  -If the reinvestigation process with your creditor does not resolve your dispute, you may file a brief statement with Innovis setting forth your dispute. We will include this statement in any subsequent consumer report containing the information in question. The statement may contain up to 100 words. To add a statement to your Innovis Credit Report, or if you have additional documentation that supports your dispute, you may send the information to the address below.

  
  -You may also contact the creditor directly to dispute the information. Innovis includes creditor contact information in the investigation results we mail to you.
  
  Innovis Consumer Assistance
  ** *** ****** ******** ** **********
  
  Please visit our Learning Center on *********** for more information regarding your Innovis Credit Report.

• Initial Complaint

  Date:12/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The following ************ Credit account with account 0001 has already been disputed by me. The result is that this account is correct. In their report they indicate that the data was updated on 10/31/2024. I simply do not agree with this. However, they also indicate that the account went into charge off but they do not report a single payment on that report. How is this possible? How can they report this account with all this missing information? Is this 100 percent accurate. All of this is causing me a lot of difficulties, it is damaging my entire financial life. Please remove this account that is being reported incorrectly on my ********* last 4 are 2209 My date of virtual si 03/23/1965

  Business Response

  Date: 12/13/2024

  In your complaint, you request that an account be removed from your Innovis Credit Report.
  
  In response to your complaint:
  -Innovis initiated another dispute with ****** ****************** Retail, asking that they verify the accuracy and completeness of their account ending #****. Upon completion, the investigation results will be mailed to you separately.
  -The account referenced is in charge off status, meaning the creditor has written off the account as a loss and does not expect to be paid back the unpaid balance. For this reason, Innovis does not display a payment history grid for accounts in charge off status. Accounts generally enter charged off status between 120 and 180 days after the account becomes delinquent.
  -If the reinvestigation process with your creditor does not resolve your dispute, you may file a brief statement with Innovis setting forth your dispute. We will include this statement in any subsequent consumer report containing the information in question. The statement may contain up to 100 words. To add a statement to your Innovis Credit Report, or if you have additional documentation that supports your dispute, you may send the information to the address below.
  -You may also contact the creditor directly to dispute the information. Innovis includes creditor contact information in the investigation results we mail to you.
  
  Innovis Consumer Assistance
  PO Box 530088
  *****************-0088
  
  Please visit our *************** on ************************** for more information regarding your Innovis Credit Report.

• Initial Complaint

  Date:12/02/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** ********. Recently I tried to login into my online account with my username and password but I am not able to get any passcode on my phone . I recently switched from at & t to ******* but I have the same phone number as before. I called the customer service but they can’t help me access my account. I am not sure if my report is frozen or not since I am not able to login. I don’t even have PIN number since I created an account online. Can you please help me login into my account . I know the username and password . I also have the same phone number just the different carrier. Thank you very much

  Business Response

  Date: 12/09/2024

  In your complaint, you explain that you are unable to log in to your *********** account. You also ask about the status of a Security Freeze.
  
  We are pleased to see that you were able to log in to your account today, 12/9/2024.
  
  In response to your complaint:
  -For the security of consumer information, we have implemented several controls on our website for accessing an account, including two-factor authentication. We understand that some consumers may not be able to meet all of the criteria and apologize for any inconvenience this may cause. However, these security measures cannot be bypassed. Additionally, Innovis Representatives are unable to disclose or assist with bypassing these security controls.
  -Per our phone conversation with you on 12/2/2024, an Innovis Representative informed you that since you were unable to log in to Innovis.com, we would be happy to assist you by phone. The Representative informed you that we are unable to bypass any security controls on Innovis.com that may prevent you from logging in.
  -Any request that you’d like to submit through your Innovis.com account may be submitted by phone or mail. Additionally, you may manage your Security Freeze, Fraud Alert, or order a free copy of your Innovis Credit Report without logging in by using the following links:
  Place or Manage an Existing Security Freeze
  ********************************************
  Place a Fraud or Active Duty Alert
  ***************************************************
  Order Credit Report
  *******************************************
  -There is no Security Freeze on your Innovis Credit Report at this time.
  -In addition to viewing your report online, you also requested that a copy be mailed to you at the address, **** **** ****** *** **, on 12/4/2024. You can expect to receive your correspondence within 7 to 10 business days from that date.
  
  Please visit our Learning Center on *********** for more information regarding your Innovis Credit Report.

  Customer Answer

  Date: 12/10/2024

  I am not trying to bypass the security . I am telling I have the same phone number listed on my account but I am still not able to login in my account. Please help me with that. Also want to make sure if the credit report has been mailed to apartment ** . Thank you very much.

  Business Response

  Date: 12/17/2024

  -While you may not be intending to bypass our website security controls, we are unable to override or disclose these controls for the security of consumer information.
  -Although we are unable to provide you with access to your Innovis.com account, we are happy to assist by phone or mail with any request you have pertaining to your Innovis Credit Report. This could include ordering a free copy of your Report, placing or managing a freeze or alert, or initiating a dispute. While you have expressed dissatisfaction with your inability to access your ********** account, we have fulfilled your request to receive a copy of your Innovis Credit Report.
  -Your report was mailed to the address you entered in our online request form on Innovis.com (with Apt **, as in "*") on 12/2/2024:
  
  ***** ******** **** **** ****** *** ** ********* ** *****
  
  -We apologize for the experience that you had on Innovis.com. While we cannot address your immediate concern, your experience is important to us. All of the complaints we receive regarding our website are reviewed by our web team, and this includes your complaint. We use that information to make ongoing improvements to our website. Thank you for taking the time to give us your feedback.
  

  Customer Answer

  Date: 12/18/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:10/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing about a fraudulent/unauthorized hard inquiry made by FACTUAL DATA that appeared on my credit report on 10/09/2023. I did not initiate or authorize this inquiry. It appears that I am not the only one with this same issue and complaint from looking at BBB.

  Business Response

  Date: 10/28/2024

  ********************

  Please accept this response to the complaint we received regarding ****** ****** on 10/23/2024.

  We spoke to Ms. ****** on 10/25/2024 and discussed her concerns. Our records indicate that our client, ******* ***** ******** ****, accessed a copy of her credit report on 10/09/2023. Ms. ****** stated she is familiar with this inquiry and nothing further was needed from Factual Data at this time.

  Factual Data provides credit information from Consumer Reporting Agencies (CRAs) to its clients, which are primarily banks, mortgage companies and other lending institutions that have a permissible purpose under the Fair Credit Reporting Act to obtain credit information. Factual Data does not maintain a database of consumer information from which new credit reports are generated. 

  Sincerely,

  Factual Data Consumer Assistance 

• Initial Complaint

  Date:08/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute an unauthorized inquiry made by FACTUAL DATA that appeared on my credit report on 3/20/2024. I did not initiate or authorize this inquiry. I am a victim of identity theft and have filed a complaint with IdentityTheft.gov, a copy of which is enclosed for your reference.I request that this inquiry be removed from my credit report immediately and that steps be taken to prevent any future unauthorized inquiries.Thank you for your prompt attention to this matter.

  Business Response

  Date: 09/05/2024

  9/5/2024
  Better Business Bureau
  ***************
  Columbus, OH 43215
  Re: Crystal ***********************
  Complaint ID: ********
  Please accept this response to the complaint we received regarding Crystal *********************** on 8/30/2024.

  
  We called the consumer on 8/30/2024, 9/03/2024, and 9/05/2024 to discuss their concerns, but were unable to reach them. To better assist us in processing their complaint, the consumer can call our Office of Consumer Affairs at ************.

  
  Additionally, on 9/05/2024 we sent an email to the consumer requesting a copy of the Identity Theft Report that the consumer mentioned but not provided in the complaint.

  
  Our records indicate that our client, AMERICAN FINANCE, LLC, accessed a copy of the consumers credit report on 3/20/2024. Their contact information is listed below. For more information about this inquiry, including why they accessed a copy of the credit report, the consumer can contact our client directly.

  
  AMERICAN FINANCE, LLC
  ***************************************************************************
  ************

  
  If the consumer would like to dispute the inquiry, they may contact us at ************, Monday through Friday 8am 7pm ET, by mail at *******************************, or by fax at ************.

  
  Factual Data provides credit information from CRAs to its clients, which are primarily banks, mortgage companies and other lending institutions that have a permissible purpose under the Fair Credit Reporting Act to obtain credit information.

  
  Sincerely,
  Factual Data Consumer Assistance

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 24th, 2024 I attempted to remove my credit freeze with no success. I have the correct PIN number to do so and its asking me to send by mail my request. I need this done ASAP as its for my living situation.

  Business Response

  Date: 07/02/2024

  In your complaint, you state that you were unable to remove the Security Freeze from your Innovis Credit Report. You also request a copy of your Report.
  
  In response to your complaint:
  -Per your previous request, initiated on Innovis.com on 1/30/2024, a Security Freeze was placed on your Innovis Credit Report. A Security Freeze Confirmation Letter, containing your 10-digit Security Freeze PIN, was mailed to the address you entered, ***** ******* ****
  -Our records indicate you attempted to remove the Security Freeze two times via Innovis.com on 6/24/2024. However, an incorrect PIN was entered in each attempt.
  -The address you provide with your complaint, **** ******* ******** ** *** ****, is not on your Innovis Credit Report. To protect your information, we will only send a new Security Freeze PIN and copy of your Report to a verified address. On 6/27/2024, we emailed you a link to upload proof of your address. However, we did not receive a response. Please provide proof of this address with a Driver’s License, recent and complete Utility Bill, W2, Pay Stub, Bank Statement or Credit Union Statement that includes your full name and current address. You may provide that documentation using the address below:
  
  Innovis Consumer Assistance
  ** *** ****** ******** ** *****
  
  -Once we receive proof of your current address and send you your new Security Freeze PIN, please contact us directly by phone or online at ******************************************** to request that your Security Freeze be permanently removed.
  -A free copy of your Innovis Credit Report will be mailed to you once proof of your current address is received.
  
  Please visit our Learning Center on Innovis.com for more information regarding your Innovis Credit Report.