Consumer complaint received 2022-06-21
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: TX
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:
XX/XX/XXXX : I was recently a victim of identify fraud which resulted in several fraudulent accounts on my credit report and the final XXXX  account is from XXXX XXXX XXXX, and XXXX XXXX XXXX is collecting for the {$190.00} that the Fraud opened up at his new apartment. XXXX provided this man an account without checking my credit. I know this because I had my credit frozen bc of some suspicious activity. XXXX recognized this and said they would make it right, but apparently they couldn't convince Transunion either. I was able to get a police report and filed disputes with all 3 credit agencies, and was successful with 2. Transunion required additional steps which required mailing a copy of my drivers license, police report, file number, and an explanation of why I deserved the dispute to be settled. This couldn't be done online or on the phone, because there systems were down. So, I followed the directions and sent the required information via certified mail to Transunion, and they received it within a few days. I then received a letter from Transunion that says, " We applaud your recent efforts to take charge of your credit. " We recently reviewed your request that included your information, but it didn't appear that you or a properly authorized third party send it to us. '' I called in and talked to 4 different people, each spoke very broken english, stating that could not help and I needed to talk to another department. I started asking for names after the second guy, and I was told XXXX XXXX. I asked him to spell XXXX and he said XXXX. The next guys said his name was XXXX XXXX. XXXX XXXX, " XXXX ''. I said excuse me that's not how you spell XXXX. He said my mistake, " XXXX ''. Again, excuse me? And he hung up. Meantime, my Transunion credit score remains very low and the only answer I could get from Transunion was, please send the correct information for the dispute. They already acknowledged I sent the correct information, and they just didn't believe it was actually myself. My copy of the certified letter receipt with my name, home address, and signature was not enough for them to accept that I sent it. 

XX/XX/XXXX : Tried to submit dispute online again, only to get an error saying I could dispute at this time. I tried again a few weeks later and got the same error. 

XX/XX/XXXX : Tried to submit online again, only to get the same error saying I couldnt dispute at this time, and I should call or email them the dispute. This is such a scam ; I cant believe they are in control of my credit score. Also, Transunion does not allow documents over 5 MB, so I could not upload my police report if I had the chance. 

I feel like Transunion and XXXX XXXX should be in prison with the man who stole my identity. How can XXXX open a fraudulent account without checking your credit, but still ruin your credit because of their mistake? I am not sure what else I can possibly do to get this resolved and any help you provide would be much appreciated. My next step is to seek legal council to correct my credit report and possibly go after for punitive damages for severely hurting my business and family.

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