Consumer complaint received 2021-09-12
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
Attached is a letter from XXXX stating that they have gotten my request to block and remove however, they can not help me because they could not locate my consumer file. In bold at the bottom of the letter it says, " Again we need a total of two items -- one item from each of the categories above ( I submitted a valid copy of my Social Security Card, and Utility Bill from XXXX ) to process your request ( block and removal ). On todays phone call they claim I am missing account numbers from the FTC Identity Theft and so on. I have identified myself and I am again met with disregard for my rights as a consumer to privacy. 

After review of my consumer file from XXXX in XX/XX/XXXX, I took notice of items that were on my report as a result of identity theft in XX/XX/2021. I took the time to inform myself on how to remove these accounts and inquires as a consumer and came across 15 USC 1681c-2. I paid XXXX times 3 at the USPS to physically mail in my complaint and docs that would prove to identity who I am and what my claim was. That included my US Passport, copy of my Social Security Card, XXXX utility bill, FTC identity theft report and a written statement of what I needed to have happen based on my findings and understanding of the laws that govern consumer reports. I spent 1hr and 38min on the phone this morning only to be told that what I submitted was not enough to process my request. I spent 24min of that call using an automated system to identify myself and when I got on with a live representative I was told I needed to send in a photo of my Drivers License, front and back with a selfie. I declined after reading the privacy statement and they asked me other questions to prove my identity before speaking only my consumer file. When I asked what was missing I was told, " Account numbers, date account was opened and other information is missing from the report. '' I reviewed closely what 15 USC 1681c-2 says and I followed that instruction exactly. They said 'policy ' will not allow them to follow that federal law. I was shocked and could almost cry because of how I was treated on that phone call. I felt undermined at the highest level because this is the 3rd time I have sent information in only for them to tell me policy wasn't follow and to try again. They the sent off my information without my consent to the lenders/creditors to investigate ; that has been done already but according to 15 USC 1681a ( e ) interviews with my friends, family and associates is what's supposed to happen when an investigation begins. They wouldn't comment on their process except to say, " We put whatever the lender/creditor tells us to put. '' This is harming my reputation and impacting my ability to grant credit in a home for my fianc and I. I have stated which accounts, dates, inquiries etc. should be removed and blocked and can not re-edit into a different space on my FTC Identity Theft Report as asked by the Consumer Reporting Agency. I was told by a representative of the Consumer Reporting Agency that, " because the details of my report show up in the personal statement section it did not meet the policy requirement to block and remove but they are happy to inform me that an investigation has begun. '' I called the FTC customer service line and asked the representative where I can include more detail because of the limited amount of characters in the personal statement section and they said, " If you run of of space feel free to include another paper with the full details and attach it with the report. Whoever is receiving this should find that acceptable ... '' I spent 30min getting verified on the phone only to get a live person to verify me again and give me a hard time about my complaint. How can policy superseded federal law? The consumer reporting agency could not prove to me which law backed their policy and just repeated, " We are following FCRA guidelines ... '' but could not share which laws they were speaking about. I shared which laws backed what I said via affidavit and was looped into scripted responses by the representatives. Attached I have included all that has been received via USPS by certified green receipt and green return post card. I made sure to include highlights of the statues I referenced to assist the team at the consumer reporting agency in taking action pursuant to the law.

They have claimed to investigate my issue but I did not ask for an investigation, I requested a block and removal as it is my right. They became defensive on the phone call and stated that " If we block and remove with first speaking to the lender or creditor that gave us this information, they can sue us for that. '' I became frustrated at the fact that the consumer reporting agency isn't looking out for the consumer but, only for themselves and that statement made it clear that my issues were not important to this entity that I have never given written permission to share or have my personal and private 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