Consumer complaint received 2025-11-20 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: PR

Complaint narrative:
In the XXXX of XX/XX/XXXX i tried to request a loan with a bank. They told me there was an issue trying to look at my credit report from transunion ( it said it had an error from which they couldnt look at anything ). After that they told me to call transunion to fix the issue because it could be a lock in my report to get them to unlock it. In the call one of the employees told me that my report appeared to be under suppression and that i needed to verify my identity by sending a copy of my id and a utility bill by mail to resolve the issue. I was skeptical because mail could get lost and it is in another country so it could take long. After that i went to a local transunion office the same day to see if i could do it in person with them making sure they got the information faster or even if they could fax it to the main Transunion they told me no and that i needed to do it only by mail to the XXXX XXXX XXXX, PA XXXX. 
So next day XXXX of XX/XX/XXXX i went to USPS to send my certified mail. After that it took 3 days and it was delivered by XX/XX/XXXX. Once i checked my tracking number and the status i called Transunion to check if they received it, they said no and to wait 3 days. After that 3 days i called again they told me to wait 7. Then after that i called during the same week in those 7 days they told that they still havent received it and that i should send it again or wait 14 days because that is what takes to get the documents processed and into the system. I waited and tried calling days after for status but got the same answer, after that I talked to one of the supervisors and beg him to give me another solution he sighed and kept checking and after that he responded i can give you an email where you can send it to. So i was happy to have another option that could be faster and so i sent the email. After i called again to confirm they had received it and another employee told me that he couldnt have given me that email because it wasnt used for that purpose. And so i got to square 1 again waiting for my documents to arrive or for them to receive them. After that i got desperate and sent it again the XXXX of XXXX costing me money. Waited and by the tracking it got delivered 3 days later. I called again and got the same answer : we havent received any documents, what address did you sent it too? That is the correct address, that is weird since a long time has passed and there are still no documents in system. And so i began calling more frequently to check but no response only the same. After that i called again having some kind of hope on XX/XX/XXXX or XXXX and the employee told be but here i see that your report is unblocked, i was relieved. Waited the next week went to the dealership and did everything to get my car. When they tried to check my credit report they couldnt look at it or find anything basically in blank like an error. It was the same issue the suppression. That employee lied to me. I called again to check again if those documents i sent were received and still no response. And so my mom remembered that she put a lock or block in my report in XXXX because her purse with my SS was stolen. Thats what she told the employee that year, she then XX/XX/XXXX of XXXX called transunion to tell the issue and that it was her. Because since XXXX transunion didnt tell me why, how and when this happened. So she got more answers and that apparently the reason she to make the block the employee back then put another incorrect information that could it make it harder for me to unlock it now. So here i am calling again to check if they received the documents and this employee says to me why dont you check and call USPS for status since in the tracking number you have provided us says the zip code is different from the transunion address i sent it to. So i call USPS and they told me that yes the did receive the mail and that they are lying to me. Because the zip code that appears in tracking means it passed in a post office that multiple zipcodes go to. And after that she told me my mail was received by a transunion employee and she mentioned name and logging systems number. So i called again transunion in told them that it really was delivered to the correct location and that employe Received it and signed. They still say that its wrong because the zip code is different. I have tried explaining them i sent it to the correct one. But the dont understand and think its wrongly delivered and sent. So here i am a month and half long calling them to resolve this issue and they arent helping me whatsoever. Still I cant buy the car because of this and its been an urgent matter. Its been exhausting and frustrating trying to get this resolved.

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