Consumer complaint received 2023-04-01
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: WA
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 submitted a dispute on the TransUnion website due to identity theft, a fraudulent account that went to collections and ended up on my credit report. I have already filed a police report and worked with the original creditor, who has confirmed the account is not mine and has provided a letter confirming this. The TransUnion website was not allowing me to update the open dispute with documentation from the original creditor, I called asking for help and had to dig through the online FAQ to verify uploads can not be attached to existing disputes, but would have to be included at the same time a dispute is opened. There was no disclaimer of this, and no one on the phone knew this. On XX/XX/2023 I spoke to someone in the " Special Handling '' team who advised the fastest solution was to cancel the open dispute and give the website XXXX minutes to reset so I could open a new one with the documentation. I waited and then called back for help, being transferred multiple times until a supervisor took my call and he said it could be up to XXXX hours. It is now XX/XX/2023 and it has been a day and a half. I still have the same problem on the TransUnion website where I am not being allowed the open to open a new dispute because the option is missing. In its place is a button to " see dispute results '' of the canceled dispute. I have been on the phone for hours for multiple days, through many transfers, and technical support is pointing the finger at consumer relations, I have spoken to their escalation team, and no one is helping me or investigating my fraud issue. 

XX/XX/2023 @ XXXX - Called TransUnion and spoke to XXXX XXXX provided number to dispute team XXXX XXXX XXXX ask for dispute XXXX XXXX XXXX called other number provided and asked for dispute in the phone tree, spoke to XXXX, explained I dont have any option to upload supporting documents on the TransUnion site. 
> XXXX - was cold transferred back to phone queue, spoke to XXXX XXXX who is saying the letter can not be uploaded but it needs to be mailed in. Said fraud dept is closed but can call tomorrow - XXXX hung up on me > XXXX - called back again, spoke to XXXX XXXX requested number to the fraud department who said they dont have a direct line and you have to be transferred. Requested a warm transfer to the fraud dept, was cold transferred anyway, on hold indefinitely, hung up at XXXX. 
XXXX XXXX - on chat support with XXXX who explained to upload on the portal, when I explained no upload option was on the site they said to send it by mail, I explained that takes too long and asked for help to find the upload or to offer an email option. No help. 

XX/XX/2023 @ XXXX - called TransUnion and spoke to XXXX XXXX requested to be transferred to the fraud department XXXX sent to special handling : XXXX XXXX- spoke to someone in the special handling dept, explained no way to upload or email. Requested if the dispute could be closed so I could open a new one to upload the document. Canceled dispute, explained it can take XXXX minutes to clear the account and open a new dispute. Confirmed special handling doesnt have a direct number, but provide them the file number # # # # # # # # to be sent back to special handling. 
> XXXX - submitted new dispute with documents > XXXX - called and spoke to XXXX, provided file number and requested to be transferred to special handling, XXXX repeatedly refused to transfer me saying he can help with disputes. Explained the last person I spoke to canceled the dispute so I could open a new one and upload documents. He said he sees the dispute failed, I asked why and he didnt know. He suggested opening a new dispute, I explained the TransUnion website is not allowing that option. Followed instructions to open a new browser and still getting the error online dispute is not available at this time. Kept pushing for putting me on hold, demanded transfer to special handling. Sending call to supervisor. 
XXXX XXXX - Spoke to XXXX XXXX confirmed hes the supervisor of the last person, provided file number # # # # # # # #. 
> XXXX - transferred to TransUnion online dept ( # XXXX ) - spoke XXXX XXXX said there is no problem with the dispute. Explained the account doesnt show an error, it does not give the option to start a new dispute as instructed by special handling so I can upload documents. Put me on hold again, online account is not showing a pending dispute. Keeps pushing to have consumer relation will start the dispute and mail documents, I keep explaining I will not mail documents and need to upload them. XXXX is reaching out to the supervisor. 
XXXX XXXX - XXXX came back and asked about the nature of the dispute, confirmed the dispute is for my own credit and I am a victim of identity theft. Reiterated again I can not file the dispute over the phone because I need to be able to upload documents online. Stressed Consumer Relations can not upload my documents for me. Explained I need the ability to open a dispute restored to my online account. XXXX said he would transfer to a supervisor. Provided case # # # # # # # # XXXX XXXX - Transferred to XXXX XXXX explained the situation, XXXX explained it can take up to XXXX hours for the account to clear. 

XX/XX/2023 @ XXXX - added to phone queue, pending callback. 
XXXX XXXX - callback from TransUnion XXXX spoke to XXXX XXXX requested transfer to special handling, said they will open Monday. Explained site is not allowing me to open a dispute so I can upload documents, transferred to dispute department. 
XXXX number # XXXX > XXXX On indefinite hold.

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 non-monetary relief