Consumer complaint received 2021-02-25
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Problem getting your free annual credit report

Complaint:
In XX/XX/XXXX I discovered that Tran Union XXXX had " intermingled '' another individual onto my credit report. I discovered this after having a credit card declined while in line at XXXX hardware store. That particular store 's credit card issuer, XXXX closed my account due to a credit alert ( 60 days late payment ) they had received on another account that belonged to the other individual that was intermingled on my report. His credit was directly affecting my credit as I now had an involuntarily closed account which I had a negative value assessed as a result. Upon realizing I contacted Trans Union to inform them of their error and requested they repair the issue and inform XXXX that the mistake was made by TU and to restore the account that had been closed in error. Additional I requested TU restore the negative values assessed as a result of their mistake. TU was unwilling to help until I pressured them to do so. Eventually, more than 30 days later they removed the other individual from my report and then mistakenly sent a revised copy of my report to an unknown address, thus compounding their mistake by potentially releasing my personal information to whoever that mail recipient may be. Furthermore after removing the other individual they refused to issue any correspondence stating their mistake and removing any negative values assed as a result of that mistake. The XXXX account was never reopened either as TU refused to communicate this error to them. At a minimum the other individual 's info was removed from my credit report after I eventually received an updated and corrected version more than 30 days after my initial complaint. I also initialed a credit Freeze on this credit reporting agency to deter any potential fraud. This entire process cost me at least four hours on the phone and an unpaid day from work. 
On XX/XX/XXXX I attempted to download free copied of my credit report on annual credit report.com but was unable to do so for Trans Union ( was successful for the other two agencies ). Apparently when requesting reports through that FTC website I am prompted to answer random security questions that only I would know. They are in multiple choice form with one of the answers always " none of the above ''. The problem is that TU questions are related to this other individual that was intermingled on my TU credit report from two years ago. To be clear that individual is no longer on my credit report. Because the security questions obviously had never been updated after TU corrected their error in XXXX of XXXX, I was unable to answer the security questions correctly and as a result could not obtain my credit report as I am legally entitled. I contacted TU to inform them of this error and they claim they are unable to do anything to repair this ongoing issue. The reference number I asked Trans Union to provide is # XXXX after spending am additional 3 hours on the phone yesterday ( XX/XX/XXXX ). I also submitted a complaint to XXXX. XXXX sent a generic form letter without actually addressing my complaint. Trans Union once again is unwilling to repair the issue they created. I have no control over this company and the poor way they conduct themselves. They are sloppy and irresponsible with my personal information and I would like them to repair the issues they created.

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