Consumer complaint received 2025-07-03 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: IL

Complaint narrative:
I have tried multiple times, over several hours, to get in touch with your managers via case XXXX. No one has called within 3 business days. None of your Special Handling Team supervisors know what to do and apparently can't look into cases. This is ridiculous and you should have managers available in real-time to answer calls, otherwise they need to call within the timelines set. I should absolutely not be raising this via the CFPB- please, for all consumers in this country, you need to properly manage your teams and their cases. You've already caused major credit impacts to my file and have wasted vast amounts of time due to ongoing mismanagement within your company. 

I spoke with a manager named XXXX on XX/XX/XXXX regarding my continued issues with TransUnion and your intentional blocking of my banks from reinserting the below accounts. My banks have reached out to TransUnion 's business team directly multiple times and your team has continuously stated that you are blocking them due to " internal policy '', providing no information on this and then requiring me, as a consumer, to reach out to TransUnion 's Consumer Team. I obviously have multiple times, and the Consumer team states that the bank needs to reach out, which they've done at least 5 times each. I can't have both of TransUnion 's teams pointing fingers at each other and affecting my credit score in this fully extended process, violating FCRA obligations that TransUnion has. I spoke with XXXX on this and, as a last-ditch attempt, he stated that I should send in a letter by mail providing my authorization alongside a letter from the bank providing their authorization. I sent both of these in as separate letters and these were confirmed as received by TransUnion. Please see your records for the same. Of course, this was denied again by TransUnion. I requested a callback from XXXX to resolve and, again, he has never called. 

Resolve this issue and fully reinsert the accounts XXXX XXXX and XXXX XXXX per the letters I sent in, alongside the CRA 's ( bank 's ) authorization. Clarify why your teams continue to point fingers at each other and cause major credit impacts under FCRA Section 611 ( a ) ( 5 ) ( B ), of which I have included below, although your company should be well aware of this FCRA violation that you continue to partake in. I have been dealing with this issue since XX/XX/year> and this can no longer continue. TransUnion is fully violating their requirements under FCRA Section 611 ( a ) ( 5 ) ( B ) by refusing to accept my and my bank 's attempts to correct information on my credit report. 

FCRA Section 611 ( a ) ( 5 ) ( B ) - Reinsertion of Previously Deleted Information : Under FCRA Section 611 ( a ) ( 5 ) ( B ), if a consumer reporting agency ( CRA ) like TransUnion has previously deleted information from a consumers credit file due to a dispute, the information may only be reinserted if the furnisher of the information ( e.g., PenFed or Alliant ) certifies that the information is complete and accurate. Additionally, the CRA must notify the consumer in writing within five business days of the reinsertion, providing details about the furnisher and how the consumer can dispute the reinserted information. Conversely, if a consumer and their bank ( the furnisher ) provide evidence that an account should be included on the credit report ( e.g., because it was erroneously omitted ), the CRA is obligated to investigate and correct the file under the broader reinvestigation requirements of FCRA Section 611 ( a ).

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