Consumer complaint received 2024-12-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
I saw a new student loan on my XXXX XXXX account which was new and very large ( {$40000.00} ) that apparently Trans Union was claiming was showing on a government agencies account ( XXXX ). Being that I had not been to school in over 10 years I was confused as to how this was added to my account. I immediately went to the government student loan account to confirm that this information was false. There was no evidence of a new loan under my name or in my account information which was verified not only with their over the phone loan balance information, but also through logging in. I assumed that this dispute would be quickly handled. 
I filed a dispute through XXXX XXXX, which went straight to TransUnion. After 30 days and never being contacted by TransUnion I called to check the status of my dispute as I still saw the loan showing on my XXXX XXXX account. Trans Union claimed that they confirmed that the information was true. This was contrary to the real time information I was able to pull up on the loan distributors website showing that I did not have this loan on my account or under my name. I expressed this to the woman on the phone who I spoke with. She asked me if I submitted any documentation towards this. I told her no as there was nothing to submit being that I could see the information in real time on a government website. 
At this point, I asked her to elevate the conversation at which point she hung up on me. I proceeded to contact a person via messaging so that I would have things in writing and being that I had already waited for a callback which took longer than XXXX minutes. 
When someone finally responded on the live chat, they told me that I had to create a login on their website in order to proceed. 
In doing so it shut the live chat thus having to wait again to talk to a live agent once I had created an account. This seems counterintuitive to helping a client when they are in need having already spent over an hour with this issue. 
I proceeded to speak to the third person who proceeded to make me fill out a form with all of my personal information- why would they make me do this again when I had already logged into the site? She proceeded to tell me that I would need to file another dispute. I did not feel that I could trust them in handling this dispute being that I could see in real time that the information that they received was false. Yet I still proceeded to attempt to file another dispute through the TransUnion website so that I could upload the screenshot of the website showing that this loan information was not reflecting on the official government website for XXXX. When I went on to file the dispute, it showed that the option was not available at this time. 
I proceeded to ask for management information at which point they directed me to this website instead. This is a very timely issue as I am getting married in XXXX and Im being directly impacted by this extremely large loan, which is not mine reflecting on my credit report. My rates are extremely high because of this over {$40000.00} of debt which I do not owe which Trans Union will not rectify.

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