Consumer complaint received 2018-03-01
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC
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 am an authorized user and disputed a missed payment in XX/XX/2017 on my report. when The missed payment occurred At the time, I took over payment of the account. When the missed payment was disputed The entire account was removed from my credit report in error and Transunion refuses to investigate the issue properly upon my request and/or send me documentation of their investigation of my claim about the account removal in error. They refuse to supply me with information but insist I contact the creditor about an error I assume to be on their part. 

In XX/XX/2017 Transunion had the entire creditor ( XXXX XXXX ) removed within 3/4 days of an original dispute over a missed payment and never reinserted the creditor. I called within days to correct the error after receiving the surprisingly quick report of the investigation, explained to them the XXXX XXXX creditor was an actual account and the removal of the entire account was a mistake - only the missed payment was disputed. They then told me I had to contact the creditor because They did not remove the item and only the creditor can add and report an item. I contacted XXXX XXXX and The representative relayed that they had no contact from Transunion about the account at all. I called transunion to let them know and the y said there was nothing they could do and to wait until the creditor reported the account. So i did. 

So, then I waited until the next reporting cycle in XXXX and still saw no updates to my credit file. Afterwards, I called transunion again to reexplain my dilemma. Again, I was told i needed to contact the creditor. So i did. Again I was told home deport reports to all agencies and all of its authorized users. They said they were reporting the item as usual. This back and forth continued for weeks and still Transunion refused to add the account. They insisted the creditor was not reporting the account. 

Finally in XXXX, I was then told for the first time by Transunion that I needed to contact the creditor and have them submit a reinsertion request to have the account reported again due to their policy. So I did. Initially, the creditor said they had no knowledge of the form, but The XXXX XXXX updated my account and added my SS number just before the reporting cycle to ensure it was reported accurately. Still did not result in the account being added by Transunion. 

Finally, I called Transunion/creditor again and the creditor sent a reinsertion request document on XX/XX/XXXX. As of XX/XX/XXXX, My phone call to transunion to verify receipt revealed that Transunion still claims to not be in receipt of the form even though the creditor explained they would within 72 hours of my request. Transunion then put me on hold with dead air for over 5 min after i requested to speak with a supervisor and was told I was being transferred. 

They have mishandled my credit report and refuse to correct the action. I am seeking a home and it it vital my report reflect accurate information.

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