Consumer complaint received 2021-04-28
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
My name is XXXX XXXX. I am currently trying to obtain a construction perm loan for buying a lot and building a house. This loan was to be closed up front, with a locked-in APR rate of the current market rate ( not the market rate when house is completed in one year ). Our lender contacted me on XX/XX/XXXX stating that no credit score was pulling in from Transunion credit report. I called Transunion that day and the representative stated it was an inaccurate address. I updated the address over the phone and called the lender. They emailed the next day saying the score was still not pulling in. I again contacted Transunion and they then told me that the report has no credit history reported. The other two credit bureaus have all of my husband 's credit history with no issues. I was told by Transunion to call all of our past and present creditors and have them re-report the account information to Transunion. I called our credit card companies, our previous mortgage company, and our previous car loan provider. I received a letter from one of our credit card companies confirming that the account information had been submitted to Transunion on a monthly basis. I called Transunion on XX/XX/21 and spoke to XXXX XXXX in the " special handling department ''. He again said that Transunion has nothing else to do and to contact the creditors again. I had XXXX XXXX ( two of our most used credit accounts ) resubmit the account information to Transunion. I called Transunion again on XX/XX/21 and was guaranteed XXXX XXXX in the " special handling department '' that a manual entry of all the credit information given would be inputted by the Transunion maintenance department. I called XX/XX/21 and XXXX in the " special handling department '' informed me that Transunion does not manually input any credit information given by the consumer. XXXX said that my social security and address needed to be verified again so I needed to send copies of those documents to Transunion. I was told once again that the only course of action is to contact the creditors and have them contact Transunion " marketing department '' to get the credit history to post to the report. I called XXXX XXXX XX/XX/21 and the supervisor said that the only action the creditors take is the monthly reports sent to all three credit bureaus. I sent copies of my Social Security Card, driver 's license, and latest banking statement via USPS certified mail ( {$26.00} ). 
USPS tracking shows the documents were delivered at XXXX on XX/XX/21. On XX/XX/21, XXXX from XXXX XXXX was submitting a dispute to Transunion. He said to give 7-10 business days for that to processed by Transunion. I called Transunion on XX/XX/21 and they have no record of receiving the certified mail documents. I have a receipt and tracking from USPS showing the item was delivered and signed for by an employee. My identify is now at risk because copies of my Social Security card and driver 's license are unaccounted for. At this point, we are not going to be able to meet our closing date for this loan and I now have a huge risk of identify theft due to employee mistake. I believe Transunion is at fault and their refusal to take any responsibility for rectifying this problem is negligence. I would appreciate if someone at your office could see if this issue qualifies for any punitive action for failure to adhere to the fair credit reporting laws. Please contact me for additional information needed on this issue. Thank you for your time.

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