ComplaintsforFactual Data, Inc.

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Initial Complaint
06/22/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I’m needing some help getting back into my online Innovis account. When I try to login, it says that they can’t verify my identity and to call. When I call, they just tell me that their website hasn’t been working for months, but I don’t think that is what the problem is. Can someone help me to get back in? I’d really like to be able to manage my account like I could before so I can keep an eye on my credit/manage freeze status. Username: ***********
Business response
06/29/2023
In your complaint, you explain that you are unable to access your Innovis.com account.

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 you’d like to submit through your *********** 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 – *******************************************
Phone: ###-###-####
Mail: ******* ******** *********** ** *** ******* ******** ** *****

Please visit our Learning Center on *********** for more information regarding your Innovis Credit Report.
Customer response
06/29/2023
*************
If they can’t help me with getting access to my online account, can they please delete my online profile so that it doesn’t exist. If I can’t sign in, I’d rather not have a working username and password that might some day work again.

Regards,

****** ***
Business response
07/05/2023
Innovis called you and sent an email on 6/30/2023, asking you to try logging in again. Our records indicate you successfully logged in on 7/2/2023.

We hope this has resolved your complaint. If not, please reach out to us again. We would be happy to help you at ###-###-####.
Customer response
07/06/2023
Thanks for your help. I got a reply from **** *** by email, and because it was a holiday I missed her call. It looks like I can successfully login to your website again, like you said. Thank you for your help, I appreciate it b/c I’ve been worrying about identity theft recently.

Thanks again,

Tanner
Initial Complaint
05/26/2023
Complaint Type:
Customer Service Issues
Status:
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.
Despite sending a letter on March 17, 2023, requesting a copy of my Consumer Disclosure Report, I have not received any response or observed any efforts from Innovis Consumer Assistance to resolve the issue.
Business response
05/26/2023
In your complaint, you claim that Innovis did not provide you with a copy of your Innovis Credit Report per your request.

Per your previous request, received by mail on 3/23/2023, Innovis mailed a free copy of your Innovis Credit Report to your current address in our letter dated 3/23/2023.

In response to your complaint:
-Innovis has no record of you contacting us by phone, mail, or online, prior to the complaint received 5/26/2023, to inform us that you did not receive your Report, or to request another free copy.
-Another copy of your Innovis Credit Report has been mailed to your current address. You may expect your Report to arrive within 7 to 10 business days.

Please visit our Learning Center on Innovis.com for more information regarding your Innovis Credit Report.
Initial Complaint
05/07/2023
Complaint Type:
Billing Issues
Status:
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.
I am not liable for this debt with Factual Data and do not have a contract with Factual Data, They do not provide me with the original application like I asked.
Business response
05/15/2023
Please accept this response to the complaint we received regarding Mr. ****** on 05/08/2023. We researched the consumer’s request through our processing system, and were unable to locate any previous correspondence or contact from Mr. ******. We attempted to contact him by phone on 05/09/2023, 05/10/2023, and 05/11/2023 to discuss his concerns, but were unable to reach him.

Our records indicate that our client, *** ******** ******* * *********, accessed a copy of Brian ******’s credit report on 02/22/2022. Their contact information is listed below.

*** ******** ******* * ********* ***** ****** ***** ***** *** ******* ** *****
###-###-####
In the complaint we received, Mr. ****** mentioned that he has a debt with Factual Data. Factual Data is a Consumer Reporting Agency (CRA) that assembles and merges information contained in the database of another CRA for our clients. These clients include banks, mortgage companies, and other lending institutions. Factual Data is not a creditor and we do not maintain a database of consumer information. Therefore, Factual Data does not hold any debts for any consumers. If there is information appearing inaccurately on his Factual Data credit report that he would like to dispute or if he has questions or concerns regarding information provided in this letter, he can contact us at ###-###-#### between 8am and 7pm EST, Monday through Friday.

Sincerely,

Consumer Assistance
Initial Complaint
03/21/2023
Complaint Type:
Billing Issues
Status:
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.
It has come to my knowledge that Innovis has been supplying my personally identifiable information to 3rd parties without my knowledge or my consent. In accordance with the fair credit reporting act, these companies have violated my federally protected consumer rights to privacy confidentiality under 15 USC 1681. 15 USC 1681 section 602 a states I have a right to privacy. 15 USC 1681 section 604 A, section 2: it also states, a consumer reporting agency cannot furnish an account without my written instructions. 15 USC 1681C (a)(5) sections states: no, consumer reporting agency may make any consumer report containing any of the following items of information: any other adverse item of information, other than records of convictions of crimes, which, antedates the report by more than seven years. 15 USC 1681S-2 (A)(1): a person shall not furnish any information relating to a customer to any consumer reporting agency, if the person knows, or has reasonable cause to believe that the information is inaccurate.
Business response
03/28/2023
In your complaint, you request that your ******* Credit Report be deleted. You also claim that ******* does not have your permission to maintain or furnish a Credit Report for you. Additionally, you spoke with ******* by phone on 3/20/2023 and 3/21/2023, asking that we delete your ******* Credit Report. You did not identify any specific information which you believe is inaccurate or incomplete. In response to your complaint: -As a consumer reporting agency, ******* 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 ******* Privacy Notice on our website at www.innovis.com. -You reference Section 604(a)(2) of the Fair Credit Reporting Act (FCRA), which permits a consumer reporting agency to furnish a consumer report at the written request of the consumer. However, that is not the only section that authorizes a consumer reporting agency to furnish a consumer report. Section 604(a) lists several scenarios where a consumer reporting agency may provide a consumer report to a third party, including in connection with a credit transaction (Section 604(a)(3)(A)). -******* is not affiliated with other Consumer Reporting Agencies, including Equifax, Experian, and TransUnion, and cannot respond on their behalf. -A copy of your ******* Credit Report has been mailed to you recently dated 3/23/2023. Please contact us directly to dispute any information you believe is inaccurate or incomplete. Please be sure to identify the specific information you are disputing in your request. Please visit our Learning Center on *********** *or more information regarding your ******* Credit Report.
Initial Complaint
02/18/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Refusing to do what is fair and equitable by providing me with a copy of my consumer report and adding a security freeze to my account even though I verified my identity several times
Business response
02/28/2023
In your complaint, you state that Innovis refused to place a Security Freeze on your Innovis Credit Report and send you a free copy of your Report.

Per your previous request, initiated on Innovis.com on 2/7/2023, a Security Freeze was placed on your Innovis Credit Report. Per our letter, sent to your current address dated 2/7/2023, your address was not on your Innovis Credit Report at the time your Security Freeze was placed. Our letter explained that for your security, Innovis will only release your Security Freeze Confirmation Letter, which includes your 10-digit Security Freeze PIN, to a verified address.

Additionally, you called Innovis on 2/9/2023 to request a free copy of your Innovis Credit Report. Per your request, Innovis mailed the Report to the address you provided, **** * **** ** *** **** in our letter dated 2/11/2023.

In response to your complaint, per the Driver’s License you provided, the address *** ******* ** *** * has been added to your Innovis Credit Report. You will receive your Security Freeze PIN and a copy of your Innovis Credit Report in a separate mailing. Your Security Freeze was still in effect prior to Innovis receiving proof of your address.

Please visit our Learning Center on Innovis.com for more information regarding your Innovis Credit Report.
Customer response
03/08/2023
I accept the business's response to resolve this complaint.
Regards,

***** ******
Initial Complaint
01/31/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Working with a bank that uses Factual Data to run credit. The moment credit was ran for myself and my business partner, we both started receiving multiple phone calls and text messages from Mortgage companies that said they were alerted our credit was ran. It seems this is either one giant coincidence or Factual Data is selling information to all of these companies which is absolutely despicable. Requesting that the BBB research this to find out if this company is doing this and to get answers on how I stop it from happening again and also stop all of these calls and messages that I am now receiving throughout the day.
Business response
02/06/2023
Dear ***** *******:

Factual Data received the complaint submitted to the Better Business Bureau (BBB), complaint ID ******** on 01/31/2023. We researched this request through our processing system, and were unable to locate any previous correspondence or contact from you.

In the complaint we received, you mentioned receiving excessive phone calls after your credit report was accessed by our client. When a hard inquiry is made, the Nationwide Consumer Reporting Agencies (Equifax, TransUnion, Experian) may then sell that information to other companies so that those companies can contact you with competing or supplementary offers. This process is often referred to as the sale of Trigger Leads. Factual Data does not sell Trigger Leads.

To prevent this from happening in the future, you can request to opt out of the firm offer lists which may contribute to unsolicited promotional offers by going to ************************

Factual Data provides credit information from the 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 for lending purposes. Factual Data does not maintain a database of consumer information. If you need additional help or information from Factual Data, please contact us at ###-###-#### during normal business hours (Monday- Friday 8 AM- 7 PM ET).

Sincerely,

Consumer Assistance
Customer response
02/06/2023

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

***** *******
Initial Complaint
11/18/2022
Complaint Type:
Billing Issues
Status:
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.
Despite my previous written requests for you to provide me with the name of the person in your company who verified that these disputed accounts are accurate and belong on my file along with copies of the documentation that they used to verify the accuracy of the items I disputed you ignored my right to request this information from you. Rather than complying with your duty to provide me with this information your repeated refusal to comply clearly demonstrates your willful violation of the FCRA and I believe the Courts will agree when I present them with copies of my letters and your boiler-plate responses to them.
Business response
11/28/2022
In your complaint, you request that information be removed from your Innovis Credit Report. you also request documentation regarding the information you have disputed.

Per your previous request, Innovis initiated disputes with the following creditors, asking that they verify the accuracy and completeness of their accounts:
-********* ** account ending #****
-***** **** ******* ending #****
-************ Credit Card ending #****
*** **** *********t Credit ending #****
-***** ***** ****** ******** ending #****

In response to your complaint:
-As of 11/28/2022, ***** **** *******, ************ Credit Card, and ** **** ********** ****** conducted their own investigations and certified that accuracy and completeness of the account information. We have not yet received a response from the remaining creditors. Upon completion, the investigation results will be mailed to you separately.
-Please note that 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. Additionally, Innovis provides creditor contact information in the investigation results that we send out.

Please visit our Learning Center on Innovis.com for more information regarding your Innovis Credit Report.
Initial Complaint
10/26/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Company is reporting false information about me that is violating my rights. I have only lived at one residence for the past 22 years: *** ****** **** ******* *** *****. All other addresses need to be removed from my consumer report immediately. I have also only worked at one place of employment since 2003: ****** ********** ********** All other places of employment need to be removed immediately. I have only one phone number ###-###-####. All other phone numbers need to be removed immediately. Enclosed please find an old Drivers License with my address and a current one.
Business response
11/02/2022
In your complaint, you request that information be removed from your Innovis Credit Report. Your complaint also referenced an attachment, but one was not provided.

Innovis emailed you a link to provide any documentation with your complaint. You provided a Driver’s License.

In response to your complaint:
-The phone numbers ###-###-#### and ###-###-#### have been removed from your Innovis Credit Report.
-The address you provided, *** ****** **, is currently the only address on your Innovis Credit Report.
-Innovis does not list employers in its Credit Reports.

The investigation results have been mailed to you separately.

Please visit our Learning Center on Innovis.com for more information regarding your Innovis Credit Report.
Customer response
11/02/2022
I accept the business's response to resolve this complaint.
Regards,

******** *****
Initial Complaint
10/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I AM UNABLE TO PLACE A SECURITY FREEZE FROM INNOVIS WEBSITE, THE WEBSITE IS PROMPTING ME TO SEND A LETTER, I HAVE SENT THIS COMPANY NUMEROUS LETTERS, THEY ARE REFUSING TO RESPOND.
Business response
10/31/2022
In your complaint, you request that a Security Freeze be placed on your Innovis Credit Report. You also state that Innovis did not respond to your previous requests.

In response to your complaint:
A Security Freeze has already been placed on your Innovis Credit Report, per your previous request initiated on Innovis.com on 11/12/2019. The address you entered when the Security Freeze was placed, *** ***** ******** *** ****, was not on your Innovis Credit Report at that time. We requested proof of your address in our letter dated 11/12/2019.
Innovis received the W2 you sent us as proof of your address on 4/12/2021. Subsequently, we mailed you a Security Freeze Confirmation Letter, containing your 10-digit Security Freeze PIN, in our mailing dated 4/16/2021.
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 Confirmation Letter and a new Security Freeze PIN to a verified address. 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 link that was emailed to you.
Innovis also responded to your previous requests, asking that you provide us with proof of your current address in our letters dated 12/5/2019, 12/27/2019, 3/20/2021, and 8/15/2022.

Please visit our Learning Center on Innovis.com for more information regarding your Innovis Credit Report.
Initial Complaint
10/23/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Innovis has blocked my ability online to review and obtain my consumer profile information. Additionally the information I received by mail has an inaccurate name I do not use. Repeated Data entry issues such as misspellings and inaccurate account information needs to be corrected and updated.
Business response
10/31/2022
In your complaint, you state that Innovis has blocked you from logging in on Innovis.com. You also request the removal of an incorrect name.

In response to your complaint:
Your Innovis.com account was locked due to the maximum number of failed login attempts being reached. Your account has been unlocked, and you may try logging in again. If you do not remember your password, please visit innovis.com/userAccount/forgotPasswordRequest to reset it.
The name ******* * ******** has been removed from your Innovis Credit Report. The investigation results have been mailed to you separately.

Please visit our Learning Center on Innovis.com for more information regarding your Innovis Credit Report.
Customer response
11/01/2022
I accept the business's response to resolve this complaint.
Regards,

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

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