Consumer complaint received 2022-01-29
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA
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:
Transunion is by far the worst credit bureau out there and makes the least amount of effort in helping victims of identity theft and fraud. My 2+ years odyssey of removing fraudulently opened accounts in my name have been difficult at all of the bureaus, but it has been most difficult at Transunion. Transunion doesn't, unlike the others who did this on occasion, does not go out of its way to make disputing inaccurate information from one's credit file easier, and  their inability to keep fields accurate should not be a surprise since they literally seem to have no clue on how to do basic investigations for their hobs, either.  At first I thought this haplessness was  malicious and  was wilfully done and planned, but over the past two years I have come to realise that they are not evil, they are just completely and incontrovertibly incompetent at what they do. 

All of the bureaus usesome overseas call centres, but only Transunion (TU) seems to have found call centres that are worked at by the most incapable customer service staff that they could find anywhere. Most of this incompetent staff disappeared during the pandemic and I found it impossible to dispute fraud accounts with TIU because of this . As the first and second lockdowns wound down, I finally got in touch with with support staff, who did little to help me and the fraud accounts remained. Their website is quite possibly one of the worst websites for anything i have ever seen. Over the past two years i attempted to upload supporting documents about 10 times, and the upload feature failed in about 60-70 per cent of the time. That's remarkable you would almost have to be trying to make uploads impossible for anyone to reach those kinds of negative number, but TU manages!. Slowly, by disputing directly with the merchants or via the other two bureaus investigations, things were removed from TU's file but not because of any effort on their part. I was able to remove ALL negative info from the others, but from TU's file they refused to reinvestigate or help with a fraudulently opened XXXX XXXX XXXX XXXX that remained on the file along with despite numerous FTC identity theft reports filed an given to them, along with multiple police reports of identity theft and fraud. 

On 1/19/2022. I resolved to take care of this once and for all. I had spent two hours that day and the past week trying to file an online dispute and upload supporting documents. I had recently got an official identity theft report from XXXX XXXX  police, and I felt maybe this along with the other materials, it would  finally force TU to respect the law. But I was unable to do a simple file upload. So that day I called TU and after wasting an hour talking to clueless employees and after one of them hung up the phone on jee intentionally whilst I was talking on the other end of the phone, I was able to get a supervisor  who was trying to be helpful and filed a dispute against the XXXX XXXX XXXX card entry in the report and filed two disputes of hard inquiries that were on the file. He then gave me explicit instructions on what info I should provide with the police reports in that letter, which I followed. He said the the disputes would wait for these documents as long as it took to get there by snail mail, especially since i had informed him that I was doing research while temporarily in the XXXX  and therefor it would take at least a week before they could get to XXXX from XXXX. These were mailed with a cover letter on the following Monday as I had to do it from the post office. I have a receipt that show these were mailed to TU on 01/24/2022 and the labels were paid for and printed earlier that day.  The very next day i logged into TU's online account but saw there were no current or active disputes which i knew was impossible. ButI I did assume TU had dropped the ball somewhere already, so I did an online dispute of those same issues with fraud accounts and inquiries. I was able to upload the same support docs i had sent to TU's base in XXXX  PA the day before. But I went back into the same website the very next day and rather amazingly, there  were no current or active disputes. I called TU and the XXXX  who work their phones could barely put together a competent thought let alone provide an explanation for this. I spoke to another supervisor and what i was told was absolutely remarkable. TU had closed each dispute within hours filing them and only hours after their supervisor promised that this would not happen--and they closed them claiming that XXXX XXXX, their long-standing customer and client, had allegedly verified the account as belonging to me. This contrasts with what XXXX XXXX has now told me me over two telephone calls, mainly thatit did not appear that TU had ever asked for a thorough verification and their specialistwere puzzled as to how these could have beeb queried and verified in mere hours when they have no record of this at all and essentially blamed TU for violating laws. After several minutes of arguing with the TU  supervisor about the claim that they had great evidence, it finally came out that TU had not a single piece of evidence to reasonably allowed them to justifiably deny my disputes for  the past two years and yet, knowing this,  they were still not willing to help me. I was flabbergasted. I was incensed because his colleague, a fellow supervisor, had made me mail in documents from overseas that TU already knew that they would never look at and did not care about. They did an 'investigation' that looked at no evidence done by their computer system in a single day if not just a few  minutes. And they did it TWICE to the same disputes that wee and never once looked at the supporting documents that they asked for.  I asked them if when they receive my mailed documents will they reopen it and investigate it, and he replied 'probably not.'  At this point I told him that TU seems to not understand how to do their simple job and do not know how to go about upholding the rights given to consumers by the federal and state governments. And since they had done a 30-day investigation, whichI I had always suspected were glossed over by the bureau, this was proof enough for me. So I verbally invoked my right as a XXXX  resident to have accounts that were opened by theft of identity, permanently blocked from my report. TU did not see to be aware of the law and basically refused to block despite the law. They basically dared me  to sue them.

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