Consumer complaint received 2025-07-11 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
On XX/XX/year>, a hard inquiry from XXXX appeared on my TransUnion credit report. This inquiry was not reported to XXXX  or XXXX  only to TransUnion. 
Shortly after noticing the inquiry, I sent a written letter to XXXX using the address and phone number listed on my TransUnion report On XX/XX/XXXX, I received a formal letter from XXXX dated XX/XX/year>, confirming what I had been told on the phone they had no record of an application or account in my name. In parallel, I attempted to call XXXX to resolve the matter. However, because I do not have an active account with them, it was extremely difficult to reach the correct department. I was repeatedly transferred to unrelated departments and spoke with several agents all of whom told me they could not locate any information tied to my identity in their system. This was deeply concerning : how can XXXX be furnishing data to TransUnion if they have no record of me whatsoever? 

That same day, I contacted TransUnion via live chat and spoke with an agent named XXXX. I explained the situation clearly : I had received a letter from XXXX confirming they had no record of me, and I had been unable to resolve the issue over the phone. I offered to upload the letter as documentation. XXXX responded that the inquiry had already been removed and no further action was necessary. I relied on his assurance and did not mail or upload the letter, trusting that TransUnion had addressed the matter. 

On XX/XX/XXXX, I requested a new credit report from TransUnion and saw that the XXXX inquiry was still reporting. I contacted TransUnion again via live chat and spoke with agents XXXX and XXXX. I explained the previous interaction with XXXX. XXXX informed me that the inquiry could not be removed without documentation directly contradicting what XXXX had stated. I mentioned that I had saved my chat with XXXX and explained the discrepancy. 

Later that morning, at XXXX AM, I called XXXX customer service line and explained the situation again. The phone agent created an escalation request, gave me confirmation number XXXX, and told me to keep my line open for a callback within XXXX hours. 

While drafting this complaint, I logged into my TransUnion account to review chat history and confirm the date of my conversation with XXXX. To my surprise, that specific chat log was missing. All other chats before and after XX/XX/XXXX remain accessible only the conversation with XXXX was gone. Fortunately, I had saved a local copy of the transcript before it disappeared. 

I followed up with another agent named XXXX, who confirmed that the chat log with XXXX was not available but offered no explanation. 

At XXXX AM I called TransUnion demanding an answer why my chat log was removed. The agent stated that they do not have access to the logs. 

________________________________________ This is unacceptable. TransUnion provided false information, failed to act on a valid and well-documented dispute, and deleted ( or failed to retain ) the only record proving what their agent told me. This behavior constitutes a violation of my rights under the Fair Credit Reporting Act ( FCRA ) and calls into question the integrity of XXXX dispute handling process.

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