Consumer complaint received 2016-06-22
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: PA
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: Problem with statement of dispute

Complaint:
Within days of selling my house and moving out, I suffered identify theft. I am a XXXX customer but it seems someone tried to open a XXXX and XXXX account using my social security number. XXXX cleared up the matter after one phone call. However, with XXXX and TransUnion, despite 6 phone calls, having given my SSN to 8 people, and one face-to-face visit, I have been unable to have the XXXX hard credit inquiry removed from my TransUnion credit report. 

The hard credit inquiry from XXXX occurred on XXXX XXXX, 2016. When I received the credit denied due to inability to verify information, I wrote a letter to XXXX letting them know it was unauthorized, and if by mistake, asking them to provide me proof of authorization. I never received a reply. 

A few weeks later, I learned that on XXXX XXXX ( two days after we moved out ), the unauthorized person DID open an account with XXXX and incurred debts of over {$3000.00}. XXXX provided me with an exoneration letter ( attached ), cancelled the debt, and removed the hard inquiry from my credit report. 

Unfortunately, despite contacting TransUnion and XXXX many times, I am unable to have the XXXX hard inquiry removed. I called XXXX at Transunion on XXXX XXXX who asked for my SSN and then told me to request a deletion letter for case XXXX from XXXX. I called the XXXX phone number she provided me ( XXXX ), provided my SSN, and she told me someone from XXXX would call me within 3 days. As I did not receive a call, I called XXXX again on XXXX XXXX. After giving my SSN, XXXX told me she 'd resolve the issue, but I needed to go into a store and show proof of identification. I went to the XXXX, DE XXXX store and talked to XXXX XXXX who did not know what to do. He called a secret number, the fraud department, and spoke to XXXX. After providing him my SSN backwards ( since I was in public ) he confirmed my social security number had been flagged. He told me to call the Solutions department ( XXXX ) the next day. I called them, spoke to XXXX, who told me to dispute it with TransUnion ( who had told me to call XXXX ). He said he could do nothing because my SSN did n't pull up any account. He patched me into a supervisor who put me on hold to check on things. It then got transferred to XXXX who also could not find anything on my SSN, but he gave me another number to call ( XXXX ). That number said it was the fraud department. But when I pushed " XXXX '', it went to XXXX who said she was not the fraud department and could not pull anything up. She recommended I dispute it with TransUnion ( who told me to contact XXXX ) and recommended I go back to the store. 

Needless to say, I 'm unable to get XXXX to remove the inquiry, and TransUnion will not remove it unless told to by XXXX. I request help from the Consumer Financial Protection Bureau with removing the XXXX credit inquiry from my TransUnion credit report. I have provided the letter from XXXX exonerating me, showing I was a victim of identify theft at that time, but can not get such a letter from XXXX.

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