Consumer complaint received 2017-05-10
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL
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:
Between  XXXX  and  XXXX   XXXX , a glitch occurred at Transunion causing my inquiries to all be removed. On   XXXX  , I pull my yearly credit report to reveal that the inquiries were put back on to my credit report. I was never made aware of the reinsertion of these inquiries and have went to great measures trying to get Transunion to remove them as a result of failing to notify me of the reinsertion. I understand that inquiries made after the date of  XXXX   XXXX  was not affected by the glitch, however the  XXXX  inquiries that I called in reference to were all in the year of  XXXX  and was a part of the glitch. I first spoke to   XXXX   on   XX/XX/XXXX   around  XXXX  EST who claimed to be a supervisor in the special handeling department and told me that I was not affected by the glitch. She basically called me a liar and was unable to pull a previous years credit report to verify my claim. Instead she asked me to mail them proof. My question was, what list are the using to verify that I WAS N'T affected if they ca n't pull a previous years credit report to compare inquiries? After not getting anywhere I called back on  XXXX / XXXX / XXXX  at  XXXX  to speak with a   XXXX    with  a heavy  XXXX  accent who stated he was out of t he USA , ho wever I was not able to understand him so again I asked to be transferred to a  US special ha ndling agent. Within seconds, another claimed to be supervisor named  XXXX , who also had a thick   XXXX   XXXX   accent, came on the line and denied that there was ever any kind of glitch which for sure is not true at all because indeed there was one. I 'm pretty sure  XXXX  never honored my request to be transferred to a US special handling supervisor because the normal pause and playing of music never happened.  XXXX  just picked up the phone almost simultaneously as he placed the call on hold. After  XXXX  told me there was no glitch I decided to end the call because again,  XXXX ,  XXXX , and  XXXX  are all at this point calling me a liar and saying that my inquiries were not removed, when in fact every one of them on my report were gone. Not once, but twice. I called back a third time on   XX/XX/XXXX   and talked to a lady named  XXXX , who says she was from the United States Special Handling Department. I got the same answer as I got from  XXXX  as in, after researching my name was showing that it was n't affected. At this point I 'm sure they are all typing notes about my concern about this issue and inserting their own opinion, however, they are all immediately so defensive that they are really not taking the time to understand the real problem at hand which is the removal and reinserting of credit inquiries without giving me any proper notice in which I am legally entitled to.  XXXX  said that if I did n't get a letter that they were deleted then I was n't affected. The problem is, I did n't get a letter saying that I was affected, nor that they were reinserting them, both of which I should have been notified of. Lastly I talked to  XXXX  who states she is a  US  special handling agent. Unlike the others who pretend to search a database and placed me on holds for long periods of time, she just immediately told me that my name was not on the list of affected people. Not only was I affected by this removal and reinsertion of inquiries without being informed,  XXXX  never even attempted to research my account at all. The fact remains that there was a glitch in which me and everyone in the world that has a credit report through Transunion was affected, so for them to repeatedly tell me that what I 'm saying is not true is degrading and unjustifiable. I am not asking for inquiries after that date of  XXXX   XXXX  to be removed, I am asking for the inquiries that actually disappeared to be removed which are all  XXXX  inquiries from  XXXX . I know they fall off this year, but it is n't the point. It is my right and their legal duty to uphold policies and procedures that are put in place. If their mistake or glitch caused havoc on their end that is their responsibility to handle the situation accordingly. In this case it would be to let EVERY person know about the glitch and the adjustments and readjustments that have/or will take place. I had no idea about the glitch until I pulled my credit report  XXXX   XXXX   XXXX , as I do every  XXXX , and saw that the inquiries were all there. It was n't until after seeking professional advice that I knew there was a glitch that caused them to reappear on my credit report this year. Please help me and have these inquiries removed.

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