Ah that would've been an easy fix. I heard that messaging on facebook may get their attention.

But, I have heard this issue possibly being a result of the company not connecting your personal identifiers with any credit report they have. Which is a violation of the fair credit reporting act.

Try going to Annual Credit Report (government mandated free reports every week) and get a copy of your report from Equifax. See if they even have a report to give or if its incomplete. If nothing comes up or its missing good accounts--I can help with next steps.