Consumer complaint received 2023-07-06
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MD
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:
This issue with TransUnion has been present for 14 months. Calls made to TransUnion in order to resolve this issue took place in XX/XX/XXXX and most recently on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 

In the first call, I explained the issue I was receiving with my TransUnion Service Center Account. I am unable to complete any of the listed actions available : initiating a credit freeze, filing a dispute, submitting a fraud alert, nor can I view my credit report. I was assured that this issue would be escalated received a case reference number - XXXX. I was also told that I would receive a call back within 24 hours. I then submitted a dispute of personal information that I notified the agent I was able to see on my XXXX XXXXXXXX XXXX account. I was still unable to complete any actions, but I could see upon clicking the " Dispute '' option that it would not let me file an additional dispute because I currently had a dispute in process. 

In my second call, I explained that I did not receive a call back within the 24 hour window I was assured and I was now unable to see the status of the dispute I filed the day prior. My account remained in the same status it has- unable to complete any of the listed actions available, as stated in detail above. I was forwarded to the escalation team, however, the call was never picked up and dropped after I remained on the line to speak with the escalation team for 36 minutes. 

In my third call, I explained to the agent the results of the two previous calls I had with the two other agents. This agent then informed me that my account has been flagged with error XXXX, and that there are two reports with TransUnion that are under my name. It was also explained to me that the two accounts need to be merged and that the escalation team would be the only team able to do so. I then also attempted to initiate re-filing my personal information dispute, but was unable to do so because the agent informed me that I answered a security question incorrectly about the provincial area where I currently live. Where I currently live does not have any provincial information listed, of which I informed the agent. The agent let me know that this would have to be further disputed with the escalation team and that they would be calling me between 3-5 business days. 

Again, as this issue has been present since I created my TransUnion account in XXXX of XXXX, I have been unable to take any action regarding my credit report with TransUnion for 14 months. This is a direct violation of my rights under the Fair Credit Reporting Act, as I am not able to access the information in my file nor am I able to dispute incomplete or incorrect information.

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