Consumer complaint received 2019-09-24
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC
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:
I received an email on XX/XX/2019 stating my investigation is complete and to view the results online. I logged in to my account to find my investigation was complete, but the my dispute was not addressed. I called TransUnion and spoke with a representative to see if my letter sent via USPS Certified Mail on XX/XX/2019 was received and included in the supporting documents to my investigation. She informed me my letter was not received and therefore not considered as a part of the investigation. She said my investigation was complete. I provided her with the tracking information proving my letter was received by TransUnion on XX/XX/2019. I then requested to have my investigation reopened with the inclusion of my letter, since my dispute was not solved as requested, which she noted on my account. I additionally asked if there was a way to resend the letter via email or online, since the letter seemed to be lost by TransUnion. She said there was not. She said I could resend the letter, which seemed undesirable, since my letter was tracked as received by their office, and I was told it was not received. She transferred me to online customer support in response to my question about uploading documents online. Online customer support could not give me a step-by-step answer on how to upload documents online. He said my investigation was complete, and I could not upload documents on a completed investigation. I informed him my investigation has been reopened, and to please provide a step-by-step instruction on how to upload documents online, so I could do so once my investigation reflects reopen online. He kept responding to my question with a non-related answer. I tried to again speak with a third representative at TransUnion about having my reopened investigation reflected online, so I could upload documents. She said my investigation was cancelled, and any reopened investigation would not be reflected online. She also told me I could not upload documents online and that the email for TransUnion was inactive. The conflicting information between three representatives and lack of solution is unacceptable in dealing with such an important issues as my credit score. I asked to speak to a domestic supervisor who could help me with my issue. I was transferred and, once again, got a international agent even though I requested a US-based TransUnion employee. The representative asked me to provide my personal information and full account of my investigation - This was the fourth time I had to do so. - which, once again, sent our conversation in circles. He was also unable to find a solution to locating my letter, connecting me with someone domestically, providing directions on how to upload documents online, or providing an email in order to send my documents electronically. I ended the call, since it was clear no one at TransUnion could help me with my issue. 

After four phone calls, I ended with the same issues I started with : my letter was lost thus not included in my investigation and no clear solution was given to correct this issue. I was very displeased with the communication and ability to speak to a domestic employee of TransUnion working out of the Pennsylvania office ( where my letter was sent ) versus contract international employees who do not have a true understanding of TransUnion, credit reports, my personal crisis, or the TU office. I was also displeased that no one took responsibility for a lost letter that was received by the TransUnion office. 

My letter, sent USPS Certified Mail on XX/XX/2019 to Transunion LLC, XXXX XXXX XXXX, XXXX XXXX  XXXX, XXXX, PA XXXX, was received on XX/XX/2019 as determined via the tracking number. For such an important letter to be lost is greatly unfortunate to something as important as my credit score and credit report.

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