Consumer complaint received 2019-04-10
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: KY
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:
I submitted written requests to verify the accuracy of 4 accounts listed on my credit report using certified mail. Specifically, to provide original documentation required under Section 609 ( a ) ( 1 ) ( A ) & Section 611 ( a ) ( 1 ) ( A ) ( a consumer contract with my signature on it ). I have in total filed 3 requests with 45 days collectively in between, to allow for processing, starting with a letter stated to have been received by the CRA on XX/XX/XXXX during a phone call on XX/XX/XXXX ( lasted 34 minutes ). I asked of the Method of Verification and was told that the method was XXXX, and that no such documentation was available to demonstrate a consumer contract - despite the fact the CRA had mailed an updated credit report with Verified as accurate in the account remarks. During one of the 4 calls made in total, the agent actually told me that original documentation is not required ( despite the FCRA ) and that as the CRA, they just update information or mark as verified whenever the company reports back to them. This does not constitute a " reasonable investigation '' on behalf of the credit bureau themselves. 

On XX/XX/XXXX I called again and asked if consumer contracts from the creditors reporting to them had been received, and spoke with the representative about laws under the FCRA and US Code ; in which zero contracts were yet to be received and I was told that information could not be deleted given accounts were electronically verified as accurate. I stated that parroting information is not to be allowed per XXXX v. TransUnion, for the FCRA states that consumer contracts must be on file. I re-stated the federal laws aforementioned, which require unverified accounts to be removed, yet the agent was not willing to remove the accounts and told me to call back and speak with a supervisor - this phone call lasted 52:39. 

I called again on XX/XX/2019 and XX/XX/XXXX ( 4 phone calls now ) to speak with different individuals, expressing the same grief due to lack of reasonable investigation as required by caselaw given FCRA mandates, yet the agents both stated unfamiliarity from a knowledge standpoint with the sections quoted, and included that they did not have the required documentation - nor would they remove the information listed. Even after the laws were documented and explained to them, zero intention to take action given lack of contracts after reinvestigation was expressed albeit required under Section 611 ( 5 )  ( A ) of the FCRA, you are required to promptly DELETE all information which can not be verified. 

Copies of the most recently mailed request and verified as accurate reply ( with only an attached credit report ), despite lack of required documentation, are maintained. One account XXXX XXXX had previously been removed last year, and reinserted somehow, before being removed again upon the initial letter sent when addressing other accounts. Albeit such reinsertion an infraction, I still expressed gratitude to the CRA for the newest removal when asking for the same of the other unverified accounts - yet they refused to remove the other accounts despite not having the consumer contracts or verifiable documentation of the accounts being reported. 

Upon mailing me results, which I requested all intentions in writing, evidence nor the updates in writing were sent. I specifically requested all intentions in writing, in noting that I would not be accessing the online complaint portal, due to the arbitration rights waived by such consumer access being granted and used. As recently as yesterday, the accounts are still reporting as meets FCRA requirements, despite it being stated that there is no documentation of the accounts, nor was documentation mailed. The inconsistencies in reporting and noncompliance with law and my requests have damaged my credit file and caused much grief. My most recent mailing was XX/XX/XXXXusing certified mail to further documentation of the calls on file and numerous attempts to establish proper procedures and attempts to assure fair and accurate reporting. 

Even upon expressing request of verification, not merely disputing, the required actions under federal law were not taken for the other accounts. I am a consumer which noted the civil remedies available to me under litigation recourse as listed in Section 617 of the FCRA, in the most recent letter, alongside informing them that I would be filing a complaint with the CFPB due to multiple explained errors including inaccurately filing my complaint, and their unwillingness to comply with federal law in taking the recourse necessary. As recently as yesterday, the accounts are still reporting as meets FCRA requirements with new remarks, despite it being stated that there is no documentation to support reporting of the accounts, nor was said documentation required under the FCRA mailed.

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