Consumer complaint received 2019-09-05
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA
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:
Where to begin, XX/XX/2019, I reached out to the 3 Credit Reporting Agencies ; XXXX, XXXX and Transunion and notified them I was a Victim of Identity Theft. I mailed in all my supporting documents ; police report, fraud statement identifying each account, FTC Report which also identified each Fraudulent item, copy of my SSN, Driver License, Utility Bill and also a Consumer Fraud Block 605B which clearly states they must Block Information Resulting from Identity Theft. 
XX/XX/2019 ; I get an update from XXXX and my report was updated with Zero Issues, Thank you XXXX  for being so easy to Deal with. 
I then decide to call XXXX  and Transunion to check the status with them, this is where the Nightmare Begins! 
It's already rough enough knowing that someone stole my personal information and opened accounts in my name but these 2 Companies, XXXX and TRANSUNION, have taken this to a whole new level. These guys need to be prosecuted to the fullest extent of the law and made an example of. It's No wonder why there is SO MUCH FRAUD in this NATION ; all our Private Information is being sent to XXXX so the Owners can save a Few Bucks on Labor Rates? What a great idea, let 's send 100 's of MILLIONS of people 's PRIVATE and SECURE ( not ) information to another country. I don't want my ID, SSN and EVERY PRIVATE and PERSONAL piece of information about myself sent to someone in another Country! This just AMAZES me. 
XXXX, responds by saying they can not find the paperwork I had sent and I would need to send again. This time I go online and decide to start an online dispute to get around playing their Games. XX/XX/2019 ; I see they have a Fax number where I can send the items to XXXX direct, which I did and kindly waited for their Response. XX/XX/2019 ; Call XXXX and can't get through, was put on Eternal Hold. I called AGAIN every day this week but magically NOBODY can Find my documents again. I give up! 
Transunion was called numerous times and they said they could not find my documents as well. They also said the only way to send my Fraud evidence was via Mail and they Do Not have a Fax or Online Dispute method. Weird, I found the Online Transunion Dispute method a week ago. 
XX/XX/2019 ; I am Finally able to Navigate through the portal and access my report online after Numerous Failed attempts. I'm XXXX years old and apparantly don't know what streets I've resided on according to Transunion. What a joke!! Upon submission of my Dispute online, Transunion has a secure document upload link following submission of the report. Once again, I uploaded a FTC Report, local police report, Fraud Statement, 605B form which I was advised it will Block Fraudulent Information from my report resulting from Identity Theft, copy of my ID, SSN and Utility bill for proof of identity. 
XX/XX/2019 ; call TU and no documents can be found, gentleman says to call back in a week. 
Now I have called Tuesday and still no documents at Transunion and it is like pulling teeth trying to get ahold of someone in Fraud Dept. Today, I call and they say they still have No Documents but maybe they Do, they aren't sure and state " Investigation will be done XX/XX/XXXX. '' I then ask if they received my paperwork. They answer, " We received something but I can't see what it is. We must also reach out to the company where account was opened and verify info with them as we can not remove another companies reporting. '' I politely respond, " Look, I know you have a job to perform but somebody obtained Medical services using my information. I am a XXXX XXXX and my XXXX has awesome benefits in which are fully covered by my employer. Furthermore, my wife is a XXXX XXXX  and has Full Insurance as well. Plus, if you look up the company, they are more than 350 miles from me. Please see my supporting documents which prove I am a Victim of Identity Theft. '' Now the gentleman on the phone says, " Yes, but this company verified the Account is yours and you opened the account! '' I then inform the Rep how Identity Theft works. " I'm sure they would say that since SOMEONE opened the ACCOUNT in my name FRAUDULENTLY. '' I felt like I was in the Twighlight Zone. " If I send you a police report and Identity Theft report, then someone has clearly opened the account in my name. Please look at the paperwork I sent you for supporting evidence. '' The Rep then states, " Sir, we can not remove or block any accounts from reporting to your credit. You must call the doctor office because he is the only one that can resolve your situation! '' Can SOMEBODY please do something about these companies, I feel this is pure Insanity. What these companies are doing is NOT right. They have too much power. The Government should be running these companies, not someone in XXXX! The American people rely on our Credit systems everyday for Financing, Jobs, Insurance, etc. and when these companies are not acting in compliance with the law then it Jeopardizes the future of many hard working Americans. I now realize why a large majority of our population go under banked and have No Credit or Bad Credit.

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