Consumer complaint received 2024-09-01
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC. (WA)

Summary : My XXXX and XXXX credit reports correctly reflect my closed XXXX XXXX  XXXX  with 4 years of perfect payment history. My TransUnion credit report does not. TransUnion asserts forcefully and repeatedly that XXXX has not reported this account to them, that an account that is missing from a TransUnion credit report can not have its absence disputed through TransUnion, and the servicing institution must take action to correct the issue. XXXX has been unable to resolve this problem, which is hindering my ability to obtain a replacement credit card. 

XXXX of events : XX/XX/XXXX : After XXXX weeks of attempting to update the legal name on my XXXXXXXX XXXX XXXX following a legal name change, XXXX informs me they will not be able to update my legal name for at least another 14 days. I request my XXXX XXXX XXXX account be closed. More details on prior events are provided below. 

XX/XX/XXXX : I attempt to apply for an alternate credit card with XXXX XXXX XXXX- my application is denied due insufficient balances carried on existing revolving credit accounts. I immediately requested a credit report from TransUnion to investigate whether the reason for this may have been inaccurate information on the credit report- this turned out to be the case. My XXXXXXXX XXXX XXXX account was not present on this credit report, either as an open or a closed account. 

I immediately contact TransUnion and attempt to resolve this through TransUnion 's dispute process - I am informed that this is not possible, that the servicing financial institution must correct the issue. 

I immediately contact XXXX regarding this issue and am told that XXXX has reported this credit card account to TransUnion, with my social security number attached, and that the issue must be resolved through TransUnion. I ask for an explanation of the incorrect information reported to TransUnion, and an estimated time for the issue to be resolved, and neither question is answered. It is also suggested that the problem will resolve itself soon. Despite my skepticism of this claim, I wait a week. 

XX/XX/XXXX : I contact XXXX again, repeating my requests for the issue with my credit report to be amended. XXXXXXXX XXXX representative denies that there is anything that can be done. I demand to speak to a manager. The manager in question asserts that XXXX has not updated any credit bureaus about the closure of my credit card account. When asked why the account is not present in an open or closed state on my TransUnion credit report, the XXXX is unable to provide any explanation, but reluctantly agrees to file a technical support ticket. I ask for a ticket number or other identifying information so this ticket can be located on subsequent phone calls, but am told I can not have any identifying information about the support ticket. I ask how long this support ticket will likely take to resolve, and receive no answer. 

XX/XX/XXXX : I contact XXXX again. The latest customer service agent asserts that there is no record of my conversation with either the frontline representative or their manager from XX/XX/XXXX. The customer service agent agrees to file a dispute and provides me a conversation reference number, XXXX. I ask how long this dispute will likely take to receive a response, and receive no answer. 

XX/XX/XXXX : I contact XXXX again, asking for a status update on my dispute. I'm told they have no updates to share. I ask how long this dispute will likely take to receive a response, and receive no answer. 


Further information on my motivations for closing my XXXXXXXX XXXX XXXX account : On XX/XX/XXXX, I spoke to XXXX customer service and was given a list of documents to provide to XXXX by fax. I sent a number of highly sensitive documents by fax, with an appropriate cover letter, in an attempt to complete my name change with XXXX. I attempted several times to follow up on the status of my name change request - each time I was given a different and contradictory status report from customer service, which are enumerated here in chronological order. 
- I was told that that it would take XXXX weeks to process my request. 
- I was told that my documents had been received, but that in some cases documents can take up to XXXX weeks to process. 
- I was told that it was impossible to tell whether my documents had been received- because customer service had no means within their power to contact the department that handles name changes, that no departments customer service could contact could contact that department either, and that I should wait an additional week. 
- I was told that XXXX customer service did not have a fax number, so it was impossible that I had sent them any documents. 
- I was told that XXXX had definitely never received my fax, and I would need to send all those documents again and wait an additional XXXX weeks Regardless of whether XXXX received my fax or not, the inconsistency of these responses indicates either incredibly insufficient customer service training, or customer service agents who are willing to say anything ( true or not ) to keep their average call time down. I could not trust a financial institution where either of these issues were present.