Consumer complaint received 2019-07-10
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Thru XXXX, it was suggested I obtain a copy of my credit report from TransUnion, which I did online. I disputed one entry which is under {$69.00} because I believe it is a duplication. I got an email today from TransUnion stating they had completed their investigation and I could view the results by logging in. Using the data I had set up, XXXX with password XXXX, I attempted to do this, only to be told my creds were invalid. Tried again, same thing. Site suggested " maybe your login is your email address '' so I tried that, with the same results. Went back to the email to respond, only to find out it's a do-not-respond. Got a customer service phone number, called, gave every scrap of identifying info the woman asked for, only to find she was submitting this as a new dispute. This was after trying to explain I was not disputing the entire bill from XXXX ; just the duplication. At some point, after the 8th time she asked what I was calling about, I was yelling the spelling of " duplication. '' She just didn't understand. Evidently it's not in her script. It was painfully obvious I was reaching another country. She finally asked me why I was calling, and I said to her, " I'm calling for the results of the dispute. I told you this in the very beginning! '' And that's when she told me ... '' I'm sorry, but we're not permitted to give you the results over the phone. '' I called her an XXXX, and she responded with " yes. '' Evidently that word isn't in her script, either. After 20 minutes of research on the web, I finally found the corporate phone number for TransUnion in XXXX ( they are very, very well hidden. You look for them and you get opportunities to deal with XXXX, XXXX XXXX, etc. ) I called it. It rang twice then went to a busy signal. Given that XXXX  is one hour behind me, there should have been someone there. I called another number in the entry for Customer Service ; different from the one I previously called. Again, I get a lady with an accent. I asked her what part of the world I'm reaching. She very helpfully said, " This is TransUnion Customer Service. '' I said, " I know that. What zip code are you in? '' She said, " We're not permitted to tell you but I can tell you we are offshore. '' I said, " No offense, sweetheart, but I need to talk to someone whose mother tongue is English. I can't go through this again, '' and bid her a good day. Our credit reports are in the hands of people who live offshore and really don't understand English all that well. I am starting to understand how all this fraud takes place in XXXX. It's simple ... they go to work for a credit bureau, then sell the information to their brother-in-law. And it has to stop.

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