Consumer complaint received 2017-11-08
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: IN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XXXX/XXXX/XXXX I called TransUnion regarding an error in my free report obtained on XXXX/XXXX/XXXX. I was informed that I needed to mail my personal information and supporting documents to correct the error regarding my mortgage account, and the issue would be resolved within 30 days. In the report, it appeared that TransUnion had erroneously indicated my mortgage had increased by {$7200.00} in XXXX of XXXX and that it had inaccurately reflected a balance each month since that was at least {$7200.00} higher than was correct. On XXXX/XXXX/XXXX, I mailed my personal information ( printed neatly on lined paper ) and a current statement from my mortgage company XXXX XXXX XXXX Mortgage. A couple days later I received a letter from TransUnion dated XXXX/XXXX/XXXX ( the day that I had put my documents in the mail ) that the dispute was completed and the information they provided regarding that mortgage account indicated no change. They must not have contacted XXXX XXXX at all regarding that discrepancy. In a letter dated XXXX/XXXX/XXXX, TransUnion informed me that they could not process my request for a dispute claim due to them being " unable to determine the nature of your request or your request was illegible ''. I called TransUnion on XXXX/XXXX/XXXX, and was informed that my documents had indeed been received on XXXX/XXXX/XXXX, and over the phone I was told that they would re-open the dispute, that they would contact XXXX XXXX directly, and I would be updated within 30 days of the status of my claim. I was also informed that I could login to TransUnion 's dispute site to view the status of my claim. 
On XXXX/XXXX/XXXX, I logged into the website and saw no claims being listed. I called TransUnion about this. XXXX informed me that my dispute was in process and should conclude by the XXXX/XXXX/XXXX, and that it may take an additional XXXX business days for a hard copy to be mailed to my address. He was also aware that I had provided my email address to more quickly receive any resolution information. I asked him why I could not see a status of my claim ( or the existence of my dispute claim at all ) on the website provided to me. He directed me to another number for TransUnion " Interactive Support ''. I called that number right away, followed two prompts that were at all relevant to my issues ( there were no prompts for anything resembling website support ). This automated system routed me right back to the " offline department '' I had already corresponded with. XXXX, the second agent informed me that I must 've incorrectly followed the prompts and provided me again with the same phone number. I asked him what prompts I was supposed to follow to obtain website support, and he did not know. I called the number again and followed again the only two prompts that were relevant to my issue, and was AGAIN sent to the same department, this time speaking with XXXX. I asked to speak to a manager because I was not getting sufficient answers and assistance calling the same number repeatedly. He insisted he try to help me instead of transferring to a supervisor. He informed the same information : that the number he provided was for website support, and he could not help me regarding my inability to see my dispute claim online. I asked him what prompts I should follow, and he did not know. However, he did manage to offer me a protection product they offer " free for the first 30 days ''. My response, of course, was no. 
As outlined above, my primary concerns are that my credit information is being incompetently, inaccurately, and carelessly handled. Every time I have contacted someone at TransUnion, I have seemingly reached a foreign call center. The agents are not knowledgeable about their own phone numbers, automated system, or how a consumer obtains support that they themselves can not provide. I feel uncomfortable repeatedly providing my social security number and personal information to the people I speak with. I can see no structure, professionalism, or organization used in the handling of my disputes. They have opened and closed my initial dispute without waiting for the documents they requested, and without contacting the creditor to investigate any discrepancy. Perhaps they 'd hoped I 'd drop the matter without any further involvement? They then seemingly denied my claim ( that they said was already closed? ) because the information was n't clear enough. My dispute was incredibly clear and well documented and explained. Then they are unable to assist me in viewing the status of my re-opened claim when they themselves had directed me to their website to view it. 
If this were a company I could choose to dissolve my business with, I would. It 's incredibly disheartening, frustrating, and frightening that the company that has been managing my concerns over more than a month is generally responsible for my credit information, and thus my financial reputation. Their processes, consumer care, and competency ought to be closely investigated by the CFPB, and I urge all consumers to carefully pore over their credit reports for even the smallest of errors, as I would n't trust TransUnion for much accuracy. 
I do NOT have confidence that my dispute will be properly handled before it 's 30-day conclusion. Furthermore, it concerns me that I can not trust this company in the future and will be consistently worried that they 've made another error on my report which I might later struggle to get resolved.

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