Consumer complaint received 2024-09-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL

Complaint narrative:
On XX/XX/XXXX I received notification from XXXX that my credit score had changed. After checking XXXX there was a notice from XXXX XXXX  for a credit inquiry. I initiated a dispute. I called XXXX but without any account information no one could assist. After a couple of days the dispute came back as accurate with no further information other than to further dispute with the vendor. That's difficult to do with no vendor or account information. On XX/XX/XXXX I received a XXXX credit card with XXXX XXXX  in the mail. A card I did not apply for or use. I contacted XXXX XXXX  and did not activate the card. XXXX said there is a balance of {$4000.00} for a purchased made on XX/XX/XXXX for travel from XXXX XXXX The representative closed the account and sent it to the Fraud Department. We spoke to the Fraud Investigations Department and provided information as to why disputing. On XX/XX/XXXX I received a letter from XXXX that the investigation is completed and the account information is accurate. On XX/XX/XXXX received another letter from XXXX dated XX/XX/XXXX making the same statement that they believe their information is accurate. We made phone calls to XXXX every week for a status update always being told they are working on it. We believed they were taking care of it as they kept telling us not to worry the account is closed and nothing can be reported to credit reporting until it is resolved. On XX/XX/XXXX I received another letter dated XX/XX/XXXX from XXXX stating the account is closed due to suspicious activity and pending investigation. On XX/XX/XXXX I received another letter dated XX/XX/XXXX from XXXX stating the account was placed in fraud status on XX/XX/XXXX while they completed their investigation. Their research determined I participated in the purchased and the account would be reported to the credit bureaus as valid. We called XXXX again and they requested I write a letter disputing and why. On XX/XX/XXXX I wrote a letter and faxed it to them with my statement. We called XXXX again then wrote another letter on XX/XX/XXXX following up to the first. This time we were told the has been resolved and a letter dated XX/XX/XXXX was mailed to us. We hadn't received it yet as we were on vacation. When we got back from vacation we had two letters from XXXX - XX/XX/XXXX investigation is complete and I am not responsible for the fraudulent activity. Allow 30 days for the consumer credit reporting agencies to remove any fraud related information from my credit report. Up to this time there was not any negative information on my credit report. Then a second letter dated XX/XX/XXXX arrived stating they reported to TransUnion recent delinquency. This was not consistent with the letter they previously send. This letter also stated the credit limit on the account was decreased. How can a limit be decreased on an account that is already closed? On XX/XX/XXXX I pulled my credit reports and find XXXX provided negative information to all 3 credit bureaus XXXX, XXXX and XX/XX/XXXX. They reported this after they sent us the letter dated XX/XX/XXXX. We have ID protection with XXXX XXXX and we have been working with XXXX on this also. Yesterday we spend 2 hours on the phone with XXXX and XXXX representative only to be told no one is available to help us and they won't do a call back. We were on hold most of the time. We requested to speak with a manager or supervisor only to be told no one is available. All information from them has been contradictory to what we have been told and received in writing. It's like a big black hole with them. I did not open this account, I did not make a purchase and I did not travel. They have provided nothing but a run around. We have made more than a dozen calls to them for updates. I don't believe there is a Fraud Investigation Department. When I call the number for this Department it goes to there general call center. I need to explain each time why I am calling before I get transferred to Fraud Investigation. I believe 5 months is more than enough patience. We will be in the process of applying for a mortgage soon and my credit has been excellent up to this point. I did report the identity theft to the FBI and FTC but have heard nothing from either. Please, any assistance is greatly appreciated.

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