Consumer complaint received 2020-07-14
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: KS
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: Problem with personal statement of dispute

Complaint:
I began the process of buying a car through XXXX XXXX in XXXX XXXX Mo. on XX/XX/XXXX. I ended up purchasing a car from them on XX/XX/XXXX. I received notification from XXXX XXXX that there were updates to my credit report after the purchase had been made which led me to contact TransUnion as there should not be any further action on my credit reports. This call resulted in my requesting for my credit to be locked to prevent any further inquiries as well as me signing up for TransUnions identity protection program XXXX  Looking back on my credit reports now, the last inquiry made was XX/XX/XXXX. Fast forward - On XX/XX/XXXX I received an email notification from XXXX XXXX and XXXX   alerting me that there was a Hard Inquiry on my TransUnion account. I called TransUnion to find out who the inquiry came from, then called the creditor this is when I found out a XXXX XXXX credit card had been issued in my name in the amount of {$2000.00} along with a XXXX credit card through the same creditor. I was able to establish with XXXX XXXX that these accounts were obtained fraudulently as I did not apply and they were being mailed to an address in XXXX Kansas that I have never been associated with. I then began the process of reporting Identity Theft. I collected all three of my credit reports, went to the XXXX Police Department, filed a report and started calling Credit Bureaus & Creditors to  reclaim & correct my credit reports. 
It occurred to me that there is no way a hard inquiry could have been done in XXXX, if I had contacted TransUnion in XXXX and locked my credit During the course of one phone call with TransUnion I addressed this issue, I was told by the gentleman on the phone that I had signed in online and unlocked my report which absolutely perplexed me because it was absolutely untrue. When I tried to log into the TransUnion website to try to obtain any information I could regarding that, I couldnt retain my login credentials because I wasnt able to answer the security questions correctly. I called TransUnion directly to try to gain access to my account & they refused to help me as well because they couldnt verify my identity because I couldnt answer the security questions. The issue is this the reason I was not able to answer the security questions correctly is because I did not create the account. TransUnion allowed the person who stole my identity ( XXXX XXXX from XXXX Kansas, currently in custody at XXXX XXXX XXXX, and the XXXX County District Attorney has signed a felony warrant for his arrest regarding his involvement in stealing my identity ) to create an account using my name, social security number, and date of birth to log in and unlock my credit report in order to continue to try to acquire credit in my name. I am 100 % positive of this because one of the security questions was What is your mothers middle name well, my mothers middle name is XXXX. XXXX XXXX XXXX, always has been, always will be HOWEVER while researching the man who stole my identity I noticed a lady named XXXX XXXX commented on one of his XXXX posts, while looking up public records for the cities I could find that he had lived in, I saw a XXXX XXXX XXXX had a public record from XXXX XXXX Kansas , as well does XXXX XXXX when I went back to the TransUnion site to try to retain my login credentials, I entered " XXXX for " my '' mothers middle name, it let me right in. 
I have made a countless number of phone calls to TransUnion between XXXX & now, but most recently between XXXX ( when I first mailed the letter to request that the fraudulent inquiries be removed ) and last week. Specifically XX/XX/XXXX when I was asked to mail it a second time. Then XX/XX/XXXX I called to confirm that it was receibbed & was told it had not yet been received & to allow 3-5 business days. when I called on XX/XX/XXXX, I spoke with " XXXX XXXX '' at around XXXX cst & was told again my letter hasnt been received and to mail it a third time ( to the same address Ive mailed it to previously ). 
My complaint is that TransUnion not only allowed XXXX XXXX to obtain a user account through their website using my personal information in order to unlock my credit ( AFTER I had personally called and had it locked ) in an attempt to try to obtain accounts using my identity, which is a HUGE deal in and of itself but now, they absolutely refuse to take the fraudulent Hard Inquiries off of my report, claiming they are not receiving my letter of request along with supporting documentation. Not only have XXXX  and XXXX   received my letter and requests, they have taken care of the fraudulent inquiries The first letter/request I sent to them was XX/XX/XXXX, after claiming to have not received it, I sent a second letter on XX/XX/XXXX to TransUnion via next day mail that included a tracking number and confirmation that it was delivered to their XXXX XXXX , and yet they continue to deny receipt. At this point TransUnion refuses to take responsibility for allowing this man to unlock my credit through their website, and they are refusing to remove the fraudulent Hard Inquiries that were a result of this Identity Theft, claiming that they are not receiving my requests via postal mail. 
TransUnions refusal to comply is holding me up from buying a house. While this began in XX/XX/XXXX, I have been working diligently since XXXX to clear my name and their outright refusal to address or acknowledge my issue should absolutely be addressed.

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