Consumer complaint received 2023-12-16
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: UT
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
Company is XXXX. My name is XXXX XXXX, I had my federal student loans with XXXX ( that have since been paid off XXXX PSLF ). 
XXXX XXXX XXXXI started receiving USPS mail addressed to a XXXX " XXXX XXXX from XXXX. I didn't open the mailing, returned to sender because that is not my name. 
*Checked online, my account name with XXXX is still XXXX XXXX XXXX 
*I called XXXX XXXX spoke with a rep to inform them I was being mailed something meant for someone else and to please fix the issue. 
*Mail continues coming for XXXX XXXX XXXX '', I return each and every one. 
XXXX XXXX *I call and speak with someone at XXXX who acknowledges she can see that my last name changed in the system in XXXX but there is no note, or usual action to explain why. She said she is making a note for it to be changed back and that I should not be concerned this will impact me because my student loans are tied to my social security number and not to my name. In the meantime, because I have applied for my actual loans held by XXXX to be discharged through the PSLF program, the representative puts my payments in " Administrative Forbearance '' so that I will not have to resume payment in XXXX. 
XXXX XXXX *I am now receiving phone calls from XXXX to pay my loans. I check online and my account name is now XXXX " XXXX ''. I send messages through the website, as well as call. Every agent tells me to submit another message and ask for a supervisor to remedy this issue. 
*I submit a " name change '' to get XXXX XXXX change my name back to my actual name, XXXX XXXX by submitting their own correspondence to me that addresses me as XXXX XXXX . 
*No supervisor ever gets back to me, but my name does change back to XXXX on XXXX XXXX website. 
XXXX XXXX *my loans are forgiven through PSLF and I get correspondence that my balance is now {$0.00}. I check the website and it also shows my account " in good standing '' and a {$0.00} balance. 
*However, I continue to get near daily phone calls that I am past due on paying my loans to XXXX XXXX 
*My name changes from XXXX to " XXXX '' and back multiple times in XXXX, every time I send a message that my name is incorrect. 
*I try to email the XXXX Ombudspeople using emails found online, received no response. 
XXXX XXXX *I ask the Federal Student Aid Ombudsperson to intervene and have XXXX address why they keep changing my name and calling me about past due accounts that I have no idea about. So far the only result is that XXXX has changed my name again to " XXXX '' on the website but has not addressed what is going on. 
*XXXX  XXXX - I get a credit monitoring alert that my XXXX XXXX has dropped XXXX points because of " derogatory marks '' from XXXX XXXX. 
*XXXX  XXXX - I dispute these with each credit bureau XXXX The account number ( same number for all XXXX accounts : XXXX ) does not match up with the account number ( XXXX ) that shows when I log into the XXXX website- which I send to each credit bureau XXXX 
XXXX XXXX - XXXX website message says " my name change has been approved and it is now XXXX XXXX *Transunion tells me on XX/XX/XXXX that these are my accounts and to take it up with the CFPB, XXXX and XXXX are still investigating. 
*I look on XXXX XXXX website and now it's asking for all of my demographic information and the name on my account is XXXX XXXX XXXX ''. 

I know there are only two things to explain what has happened, a ) someone has stolen my social security number and is using it for student loans or b ) XXXX has mixed up accounts and names but is refusing to fix it. I know the actual answer is b ) because there is nothing else that shows up on my credit report other than the name XXXX that is attached to the XXXX accounts that are not mine : no new addresses, phone numbers, or any other information - but to be safe I did also put in an identity alert with each bureau. 

This is actual insanity because a company has just added accounts to my social security number, and a new last name on their own and despite my MONTHS long attempt to have them correct it - is refusing to explain how it happened or to resolve it. In the meantime there are ramifications for my financial well-being, my emotional and mental health as I spend so much time and energy correcting a mistake that wasn't mine, that seems easy to fix and yet here I am.

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 non-monetary relief