Consumer complaint received 2019-08-10
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Due to a serious error on my credit report ( s ), on XX/XX/2019, I attempted to get copies of my three reports online via XXXX XXXX XXXX  I was not allowed to order my reports online. I figured it was for security purposes as I am currently in XXXX. So, I had my reports mailed to my USA address. All three reports arrived by XX/XX/XXXX. Today, XX/XX/2019, photos of the reports were emailed to me in XXXX. 

I started with TransUnion. Attempting to login, I received the message We are unable to confirm your identity... please contact us at XXXX ( hereafter referred to as Dept XXXX. ) I called Dept XXXX and the representative filed a dispute for me, requested that I upload the supporting documents we discussed and, if I have a problem logging-in again, that I should call XXXX, the Online Department ( hereafter referred to as Dept XXXX ) Great! I thoughtseventeen minute call. 

A short time later, I attempted to login to upload my documents. Again, Unable to confirm your identity. I called Dept XXXX. I was informed that they found a social security number mismatch and only Dept XXXX could rectify the problem for me to get logged in. I was told to call Dept XXXX to get it squared away sixteen-minute call. 

During the next call, Dept XXXX informed me that Dept XXXX was mistaken, that I needed to call them and insist that there is not a social security mismatchtwenty-five minute call. 

Upon the next call to Dept XXXX, it was all a repeat of the prior conversations. I was now stuck in the loop as both departments said only the other could solve my problem logging in to upload my documents. I asked XXXX ( the only person that stated their name clearly* ) if I could get her, or a supervisors number, so I could give it to Dept XXXX. I explained that the departments needed to communicate with one another if I was ever going to login. She declined to give me any information and continued to repeat what had become like a mantraonly the other department could correct the problem. I asked what exactly a social security number mismatch is. She was unwilling or unable to provide an answer. Before transferring me to Dept XXXX, XXXX advised me to not mention that I was having a problem logging in. I asked what would be my reason for speaking to Dept XXXX if not for the purpose of getting logged in. In response, she repeated that I shouldnt tell them Im having trouble logging in, or Dept XXXX would just refer me back to Dept XXXX. Go ahead and transfer me, I requested. 

Upon transfer to Dept XXXX, it was Groundhog Day againmovie reference. I could not get any help. The number of another department that handles disputes between departments? NO. The contact information of someone that could contact Dept XXXX, or someone from outside both departments that could contact both? NO, theres no one with the authority to contact both departments.Are you sure, I asked, The CEOXXXX XXXXcouldnt pick up the phone and call both? We dont need the CEO, just someone high enough that they can call both departments? NO. Realizing the only way out of the loop was to leave, I said goodbyethis one, fifty-two minute phone call. 

I just need to be able to log in and upload documents to correct a serious error on my credit that is no fault of mine. At this time, I do not see how that will be possible without government intervention. Hooray for ConsumerFinance.gov! 

Also, it appeared that each representative said their name as to not be understood. The moment each said their name was the only time I couldnt understand what they were saying. I asked XXXX to repeat her name. 


PS. After each attempt to login, I received an email from TransUnion that included, It appears that during your recent visit to TransUnion you may have experienced some difficulties confirming your identity. We apologize for the inconvenience. For assistance with this process please contact Dept XXXX.

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