Consumer complaint received 2017-07-07
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: WY
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:
On XXXX XXXX 2017, I submitted a direct dispute to TransUnion via XXXX XXXX for a creditor that I did not recognize and have no relationship with. Through Direct Dispute, TransUnion acknowledged that the dispute was being investigated and that they normally respond within 30 Days. On XXXX XXXX 2017, I sent a certified mail letter to TransUnion at XXXX XXXX XXXX XXXX, CA XXXX. This mail was returned to sender. I then made attempts to call TransUnion on the telephone at XXXX. I spoke with two people. The first lady told me the dispute was completed. When I told her that I had received no such confirmation, and that the current status in Direct Dispute on XXXX XXXX shows the status as currently under investigation, she told me they had emailed me the result. I asked her which email and she told me, the one on file used to open the dispute. However, as described herein, the dispute was opened on XXXX XXXX, and I have screenshots. I told her this many times, yet she kept telling me the dispute was closed. Eventually she changed her story and said the results were mailed to me, however I have seen no mail and the Direct Dispute center shows that the dispute is still under investigation. After trying to clarify the situation, and with proof that the Direct Dispute center shows an open dispute, the lady kept talking in circles about how the dispute was closed yet would not offer any proof or method for me to confirm this. At this point I asked for the manager. The manager again asked for my social security number, and verified my identity. I explained the previous information to him again, and that the status of the dispute shows currently under investigation. He again told me that they had emailed the information. Later he said it was mailed. Neither of them provided me any concrete evidence or method to verify the dispute was closed, and furthermore, the official Direct Dispute center which is a partnership between XXXX XXXX and TransUnion, shows that the dispute is still currently open 55 days after the initial dispute was confirmed. I would like to resolve this matter in as timely a manner as possible because according to Direct Dispute timeline they are in violation of the Fair Credit Reporting Act. Direct Dispute is an official partnership between both TransUnion and XXXX XXXX, so I see no reason for the story the two TransUnion representatives provided me with. I have use Direct Dispute prior and the results are always communicated through Direct Dispute, so the story I got from both TransUnion representatives does not make sense. I believe this warrants a thorough investigation of TransUnion business practices and how they are attempting to take advantage of consumers by lying about results of disputes. This is negatively impacting my credit and causing me financial harm. Thank you.

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