Consumer complaint received 2021-06-09
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA
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: Investigation took more than 30 days

Complaint:
At some time in the past, someone stole my personal information from my employer through a successful phishing attack. This information was then used to fraudulently open a XXXX account in my name, using my SSN, and purchase several phones, running up a bill of about {$2700.00}. I was unaware of this until it went to collections. The collection attempt on the fraudulent account was reported to both XXXX  and Transunion. Neither XXXX  nor Transunion has complied with the timelines mandated in FCRA 605b 15 U.S.C. 1681c-2, which mandates that " a consumer reporting agency shall block the reporting of information ... that the consumer identifies ... resulted from an alleged identity theft, not later than 4 business days after the date of receipt by such agency '' of specified documentation. 

On XX/XX/2021, I opened a dispute with Transunion using their online dispute portal. I stated that the account had been opened fraudulently, but I didn't attach any documentation, because I didn't have any, and didn't know what was required for a successful dispute. 
On XX/XX/2021, Transunion rejected my dispute, saying that the information had been verified by the data provider as accurate. Their response made no mention of my allegation of fraud, and showed no sign that anyone had even read my comments. 
On XX/XX/2021, I filed an identity theft report using identitytheft.gov. I called Transunion the same day, and was advised to initiate a dispute by mail, as the type of dispute I needed was not available online. I mailed in the dispute form from identitytheft.gov on XX/XX/XXXX via USPS first class mail. 
Based on typical mail delivery timelines, I expected transunion to receive my letter by XX/XX/XXXX or XXXX. On XX/XX/XXXX, I checked my transunion report using the transunion website, and saw that the fraudulent item was still there. When I called them on XX/XX/XXXX to ask why they still had not removed the data from my file, they said that they had only received the documentation on XX/XX/XXXX. The documentation was assigned item number XXXX. 

On XX/XX/XXXX, 5 business days after they received the documentation, I checked my transunion report online again, and the fraudulent item was still there. I called again, and spoke with XXXX XXXX XXXX, who opened a third dispute using case number XXXX. He explained that they were still processing the documentation received on XX/XX/XXXX, and that their normal turnaround time was 5-7 business days after receipt of the documentation. This exceeds the timeline of 4 business days allowed by FCRA 605B ( 15 U.S.C. 1681c-2 ) ( see https : //identitytheft.gov/PDFs/FTC_FCRA_605b.pdf ). 

Mr XXXX was very courteous, XXXX, and respectful. He appeared genuinely interested in helping me as best he could, and concerned that his employer 's policies or practices may be in violation of the FCRA. He indicated that he would bring the matter to the attention of his management. It is my hope that this complaint from the CFPB can provide additional pressure to Transunion to bring their processes into compliance.

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