Consumer complaint received 2022-12-17
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: OH
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 contacted XXXX XXXX on XX/XX/2022, at approximately XXXX XXXX. I spoke with a representative by the name of XXXX. I was having difficulty understanding standing her and I found out from some questioning that this call center was located in XXXX. She requested information from me that she stated did not match her system. I informed her that the e-mail I provided her was correct. She eventually obtained my information and informed me that she would not be able to change my password because I had a new phone with a different phone number. She then told me my request would have to be sent to a " special department ''. I asked her where this special department was located. She told me she was not allowed to disclose that information. I then told her that I was looking at my credit report and seen that Transunion and XXXX XXXX appeared to be the same company. She was hesitant at first to respond but she eventually confirmed that " yes '' they are the same company. I then asked her if the " special department '' she was sending my information to in order to get updated was in fact Transunion. She hesitated again and that stated " yes. '' She also stated that any changes made by either Transunion or XXXX will be immediately changed in her system. I stated the following to her. " Did you say that any changes made by Transunion OR XXXX would be changed. She stated " Yes '' she stated that she was a receiver of the information and that they could not make changes on receive changes from the system. 

I have made some changes with XXXX. These changes were brought to the attention of the Fraud supervisor at XXXX. While on the phone he made changes to my account. However, when I checked the online account, I observed the changes did not show up in the online app. I suspect that this is the case with Transunion. XXXX the representative from Transunion stated that ALL the credit reporting agency send any disputes to the same location. It appears errors are regularly occurring and giving consumer so many problems because the actual information from these Credit Bureaus ( Transunion, XXXX and XXXX ) are not being updated accurately, completely and in a timely manner. As a result, I am now unable to access " my Social Security '' account. I was informed by Social Security that if any information on the credit report is incorrect it could affect my or anybody 's ability to create and get access to THEIR SOCIAL SECURITY account and this creates a big problem for all consumers who encounter errors on their reports. I have been trying to access my social security account for years. It appears that the Credit Bureaus themselves are actually the identities/companies that are creating the inaccurate reports and causing consumers to have so many problems.

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