Consumer complaint received 2023-05-19
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MN
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 to Transunion on XX/XX/, for the collection account from creditor XXXX XXXX. The amount of the collection account is for {$5600.00}. I have called several times to discuss this dispute and to let Transunion know that they have mixed up my credit file data with someone else 's, and that this account does not belong to me. Each time I call, their offshore customer service representatives, who speak limited English ; never understand what is being asked or discussed with them ; they are rude and hang up phone calls when without warning and when no abusive treatment is present ; and who refuse to transfer the call to a United States representative or a supervisor or manager -- not once have these offshore, rude, unprofessional and limited English-speaking representatives addressed my concerns with the XXXX XXXX collection account for {$5600.00}. As told to Transunion, and as agreed to by their own representative back in XXXX XXXX, I have a " mixed credit file, ' which Transunion 's offshore representative explained to me contains data from someone else 's file, whom I do not know and who is not associated with me, as part of my own Transunion file. Transunion responded, with their unprofessional and limited English-speaking representatives, that I need to dispute the account, and in turn Transunion will verify this with the creditor. As usual, Transunion 's rude, unprofessional and barely English speaking representatives do not understand that there is nothing to verify with a collection agency who did not 'mix '' my credit file ; Transunion put " mixed '' credit file data on my file, and Transunion is the one who needs to remove it. Furthermore, my dispute with XXXX XXXX has taken longer than 30 days, and Transunion -- once more relying on their offshore representatives who deliberately terminate the call or don't fully understand English -- needs to delete the XXXX XXXX account from my credit file. Transunion has also not listed this XXXX XXXX collection account as " disputed by consumer, '' which they are required to do. Beyond this particular collection account dispute, Transunion has horrible customer service, not allowing us to amend a dispute online or file another dispute online while one is already in process, thus requiring us to call in and speak with their rude, unprofessional, unknowledgeable, and limited English-speaking representatives, who make it difficult or, quite literally, impossible for consumers to file disputes on their credit files, check on dispute status, or understand our consumer reports -- all legal rights guaranteed to consumers. Finally, when asked for these offshore representatives to escalate the call to a United States-based customer service representative and/or supervisor or manager, their offshore representatives intentionally and knowingly lie and say that they are not able to do so. At that point, they generally abruptly end the call, hang up without just cause, and tell us to call back -- thus making us go around and around for hours and hours to file, check on and resolve disputes on our credit files.

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