Consumer complaint received 2023-07-01
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
In XXXX of 2023, as I was graduating college, I began to to a review of my disclosure files ( credit reports ) with the various credit reporting agencies in preparation for purchasing a home in the XXXX time frame. I approached all three major CRA 's ( Transunion, XXXX, and XXXX ) and sought a copy of my disclosures through either their individual websites or through the free annual credit report website. 

All were responsive except for Transunion. Transunion was unable to produce a " credit report '' through its online service portal and was also unable to produce a report when called via free annualcreditreport.com. Because this seemed odd I called the company support line and I was informed that my account had somehow been " duplicated '' and that they would work to correct this error and everything should work fine. 

This was 4 months ago, and for over 4 months I have been unable to request a copy of my disclosure from Transunion after multiple attempts and phone calls. The representatives have informed me that they would be sending a copy by mail but I have yet to receive a disclosure by mail. 

On my most recent phone conversation on XXXX XX/XX/2023, I was transferred from customer service to a supervisor in the special handling division. She informed me that she could see where I had called in XXXX and the account had been annotated as needing maintenance and confirmed that no action had been taken on the account since my initial XXXX complaint ( case number XXXX ). I asked if she could address the maintenance issue now and all though she tried to very quickly ran into some kind of issue and then proceeded to request secondary verification after having already received my full social, address, DOB, and name, and phone number. She asked me a series of secondary verification questions of which none remotely applied to me and of which I promptly did not pass. She then proceed to inform me that she could not provide me a copy of my disclosure. When I inquired as to why none of the security questions seemed to be based on my personal information the conversation became unproductive. I asked her whether or not it seemed odd that none of the security questions matched my identity and that this might be indicative of ongoing identity theft or fraud. The supervisor did not respond to this comment but she maintained that the data used for the identity questions was accurate. 

She made not attempt to explain that XXXX or XXXX supplementary consumer data may be inaccurate and thus resulting in the furnishing of incorrect data for identity verification. She made no mention of what exactly needed to be maintenance on my disclosure and gave no timeline for when the errors would be corrected nor a report made available to me. She did try to say the error was corrected once while over the phone and that the phone call was over, but I was able to login to Transunion 's web portal on my phone in real time and observe that this was not true, after which the conversation became even less productive. 

Given the large discrepancies across the scoring models on my credit reports and the inability to receive a report from one of the 3 major CRA 's to correct for any likely errors that may have existed during a period of time in which I have actively applied for and sought lending opportunities for housing and other banking services for which I have been denied, I have suffered real and tangible harm. I have not been provided a copy of my disclosure from Transunion and they have likely violated the regulations governing the production of a disclosure in a timely manner to the consumer as generally provided for by the FCRA. At this current time, XXXX XX/XX/2023, they are still unable or unwilling to produce this disclosure by mail, or online by their online webservice portal and/or annualcreditreport.com.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation