Consumer complaint received 2019-03-29
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MS
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: Their investigation did not fix an error on your report

Complaint:
On XX/XX/2019 XXXX XXXX XXXX were contacted by complainant due to incorrect Chapter XXXX Bankruptcy filing being reported to TransUnion. Upon investigation, XXXX found that the bankruptcy filing was intended to be added to a different account for a customer bearing the same name and same last four digits of the social security number, although the COMPLETE social security number, date of birth and mailing address DO NOT match. XXXX verified with the complainant that the bankruptcy filing was a mistake and reinstated the complainant 's credit card account without penalty. Complainant was told that credit bureaus " should '' not be notified. 

On XX/XX/2019 the complainant filed an online dispute with TransUnion due to incorrect Chapter XXXX Bankruptcy filing reported by XXXX XXXX XXXX. A full description of the situation was provided in the dispute. 
During TransUnion 's investigation, they contacted XXXX, referenced the LAST FOUR DIGITS of the social security number instead of the COMPLETE social security number necessary to differentiate between the complainant 's account and another customer with similar SSN. Thereby, accessing incorrect customer account information. 

On XX/XX/2019 the TransUnion investigation determined that the reported Chapter XXXX Bankruptcy filing listed in the complainant 's credit report was accurate and would remain on the credit report for seven years. 

On XX/XX/2019 complainant contacted XXXX and spoke with Customer Service Supervisor, XXXX ( employeXXXX ID # XXXX ) from XXXX, who verified the complainant 's account using the COMPLETE social security number, notified the complainant that a separate investigation would be opened with a " back office team '' who " should '' report their findings directly to TransUnion and correct the incorrect credit report. XXXX stressed the importance of investigators using the COMPLETE social security number in order to access the correct customer file throughout the investigation. XXXX claimed that he was UNABLE to provide the complainant with any documentation that reflected the inaccuracy of the credit reporting and the lack of a Chapter XXXX Bankruptcy filing on the complainant 's account. Therefore, the complainant has been unable to provide additional supporting documentation to the TransUnion dispute claim in order to rectify the problem. 

On XX/XX/2019 Complainant called TransUnion dispute office to challenge the dispute, offering to contact XXXX XXXX XXXX on a conference call in order to ensure the use of the COMPLETE social security number being used to access the correct account information. That request was denied. Instead, credit monitoring was offered for future protection of my social security number and accounts. Complainant was notified that additional investigations could take up to 30 days.

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