Consumer complaint received 2023-07-15
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: HI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I have had issues with my transunion credit report. I have been unable log in to my online account, view my transunion score through other methods connected through transunion specifically XXXX XXXX XXXX XXXX XXXX XXXX to or through XXXX XXXXXXXX XXXX XXXX XXXX XXXX. I have also not been able to use my transunion score on multiple credit applications. I have been denied multiple times due to financial institutions being unable to access my transunion file. This issue began XX/XX/2022. 

Since this issue first occured I have contacted transunion support several times. Everytime the issue was not resolved. Each time XXXX contact support I am given different information. Everytime I contact support I am told that I will recieve a phonecall to update me when the issue is resolved or further action is needed I have not recieved a return phone call. Each time XXXX contact support I am directed to several different departments it has remained unclear which department is responsible for fixing this issue. I have been given multiple case numbers and each time I contact support they are either unable to find the case number or say I was given an incorrect case number. I have been told to send personal information such as birth certificate, social security card, bank statements, utility bills, through both email and physical mail. When contacting support they are unable to locate the documents I have sent. The last time I sent them information I retained a tracking number from XXXX and was able to confirm the exact date and time they recieved the documents I sent and they were still unable to locate said documents. Everytime I contact support I start the entire proccess over because they refuse to give me a specific depart, manager, or extension number to contact. They also refuse to provide any information besides their first name. The actual issue with my file still remains unclear. I have been told they dont not have a file for my ssn at all, That my ssn is incorrect on my file, and that there is incorrect or another individuals information on my file. During the instances when they tell me there is incorrect or information of another individual on my file they have asked me to answer security questions using this incorrect information. the most frustrating being when they asked a security question regarding a time period when I was not alive which can be confirmed by the personal information I have sent and then when I answer " none of the above '' I have failed the security questions due to the incorrect information they have. 

It has now been over a year since the issue first occured. I have sent transunion every possible document of personal information you could think of and when I contact a representive they are often unable to find any, other times they are able to find certain items and say they need a document that they should have already recieved, and other times they say certain documents are illegible. There has been no consistincy over what documents they say they have recieved and have not. No progress has been made to resolve my problem and I can not speak to manager or even be given a accurate case number with an accurate history of the issue.

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