Consumer complaint received 2020-08-06
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:
in XXXX i discovered an acct was missing from my credit report. my vendor of the credit card reached out to make sure it was being reported. my vendor XXXX XXXX XXXX XXXX was informed by transunion to tell me that i just need to call transunion myself and request the data not be suppresses and or reinsert the acct as active. the consumer division of transunion says there is no problem with this acct but that XXXX actually has to call and request reinsertion. XXXX   again called and was told the acct was not eligible for reinsertion. both divisions of transunion the merchant and consumer side are saying opposite things. both divisions also say that we should get a sstatement from the other division describing what needs to be done, but neither of the departments will provide this information for XXXX  of myself to share with the other department. so due to this frustration i filed a complaint with cfpb on XXXX XXXX transunion 's response was that XXXX   XXXX is repoting on my credit report. Yes and No, because i have 2 XXXX credit lines AND an XXXX VISA, yet only the credit lines report, one is open one is closed. There answer was generic and did not address my specific request about the visa credit card being reinserted as active, or the question of how to get this acct, the visa acct, removed since XXXX of XXXX, the VISA acct and the payment history reinserted to my credit report as active. The last consumer rep i talked to said it was not being suppressed it was only rermoved and all that needs to happen is for XXXX  to request it be reinserted as active. He said it would be automatic and that he handles these issues all the time, said it would be easy as transunion is not supressing data, taht XXXX just needs to let TU know we want it to be reported, TU gets the data from XXXX every month but they do not put it in my credit report becasuse they say XXXX needs to ask TU to please report it as active and reinsert, and the rep even told me to tell my XXXX  rep that if that department would not reinsert that they get the name and reason from the TU marketing rep and that i can then provide this to the consumer division. except that i'm apparently not allowed to get that information, to give to the consumer rep, ironically that rep told me he could not give me the information he is telling me in written form, so that i may provide this to XXXX as they requested, so they could show the merchant dision what i am being told. nobody is allowed to talk to the other yet they ask for me to get that info from the other which i cant get XXXX did this request to reinsert numerous times, and that division of transunion, according to XXXX, is refusing to do so. i am told through the consumer TU division that specifically handles this, that it is no problem to have it reinserted and yet the TU division XXXX can only talk to says no, and then ironically recommends that I put in the request to the consumer division who once again tells me to tell XXXX to ask the merchant divison. this is insane transunion needs to reinsert my VISA XXXX XXXX  acct and its over 12 years of actt activity all payments made on time. i never asked for anything on this acct, never an acct issue why it was removed or ever even in a dispute is a shock to me. i havnt checked my credit in forever so this is all new to me.

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