Consumer complaint received 2021-06-04
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
Attempted to temporarily lift a security freeze I placed on my credit with TransUnion for an employer background check on XX/XX/2021. After providing all information to verify my identity, and just as the temporary freeze was about to be lifted, the agent, XXXX, states she can not complete the transaction because my account is in the special handling department. I was transferred and placed on hold. Total hold time was over 1.5 hours, and I could not continue to stay on the line. Attempted again on XX/XX/2021. I let the agent, XXXX XXXX, know before I gave her any personal information that my account was in the special handling department, and if she could assist me. She said she would be able to help, so I gave her all information to verify my identity all over again, again. This time she placed me on hold. She came back looking to verify more information. I let her know that the spelling of my first name is incorrect on the most recent correspondence I received from TransUnion. One letter is off. Previous correspondence had the correct spelling as I keep all correspondence for reference. It occurred to me that while making a routine address update with TransUnion after I moved a few years ago, the spelling of my first name was no longer correct. The person assisting me that day clearly made an error when updating my information. This is not an error on my end, this is an error by TransUnion personnel that can be easily fixed by looking at the rest of my file for reference. I was also told some creditor I have never heard of spelled my name incorrectly, and thats the reason why its currently misspelled. This doesnt make sense, as how can a creditor I have never heard of change the spelling of my first name with a credit agency? Not only that, TransUnion knows as well as I do that I have zero debt and zero creditors. They can clearly see this reflected in my file, and I know this to be a fact, so how can a creditor change my name? The agent, XXXX XXXX, told me I would have to mail TransUnion various paperwork in order to prove my identity, and that is when I asked to speak to a supervisor. When I was transferred to a supervisor, Mr. XXXX XXXX, in XXXX, he told me he would need all my information again because it did not transfer with the call. Needless to say I was not amused and refused to give any further information. I was told to call an XXXX number and ask to speak directly with a supervisor in special management handling in the USA. At this time I have not been able to get a temporary lift on the security freeze for my employer background check, and will have to prove my identity by sending in various personal identifications to correct a mistake made by TransUnion.

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