Consumer complaint received 2025-04-19 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:
On XX/XX/year>, I submitted a dispute to TransUnion because they were reporting an inaccurate balance on an account in my TransUnion report ( $ XXXX higher than the actual balance of {$0.00} ). This inaccurate information was more than 30 days old, and the correct information was being reported by XXXX but not by TransUnion. 
Instead of investigating the account as required by the FCRA, TransUnion incorrectly deleted the account. 
On Thursday, XX/XX/year>, I contacted TransUnions login support because TransUnion deleted the account instead of investigating as required, and I was also unable to log into the TransUnion site because the verification was not working for some unknown reason. 
Chat agent, " XXXX '' told me he could not help me and told me I must call TransUnion and speak to an agent on the phone. 
On Thursday, XX/XX/year>, I contacted TransUnions phone support. The agent helped me log into my account but told me they were unable to fix the error on my report. The agent told me they could see the error created by TransUnions failure to conduct the required investigation and said he would escalate my complaint to a supervisor who would call me back in a few days. 
On XX/XX/year>, I received a voicemail from TransUnion telling me to call back. 
On XX/XX/year>, I called TransUnion and explained the issue to another agent. The agent told me that for accounts disputed by authorized users, TransUnion does not investigate the dispute as required by the FCRA ; instead, TransUnion deletes the account regardless of accuracy. Therefore, TransUnion knowingly and intentionally reports false information regarding total available credit, and the percentage of credit used, as a matter of standard business practice. The agent told me they could not help me fix the issue, but they would transfer me to a supervisor with the requisite authority to comply with the FCRA. 
I was transferred to a woman who said her name was XXXX XXXX, and she claimed to be a supervisor. XXXX XXXX refused to allow me to explain the issue, and she kept talking over me instead of listening to me while I was talking. " XXXX '' refused to correct my report ; she refused to investigate my dispute ; she refused to transfer me to her supervisor, claiming she doesnt have one ; she refused to transfer me to anyone else who could help me, or who could explain how TransUnions willful false report about me complies with the requirements of the FCRA XXXX 
I complained about XXXX XXXX via the online survey that was emailed to me after the call, but I did not receive any feedback. 
On XX/XX/year>, I posted on TransUnions XXXX page, hoping that someone at TransUnion might want to follow the FCRA, even if only to protect TransUnions reputation. I was referred to send a private message. 
On XX/XX/year>, I sent a private message to TransUnions XXXX chat. TransUnion agent XXXX reiterated TransUnions self-serving and absurd position that XXXX XXXX is at fault for TransUnions failure XXXX investigate my dispute as required by the FCRA. XXXX seemed to believe that TransUnion gets to restart the XXXX clock every time I complain and ignored the fact that I was complaining about TransUnions failure to investigate my dispute from XX/XX/year> when TransUnion knowingly reported false information instead of fulfilling their obligation under the FCRA to investigate and report the truth. 
On XX/XX/year>, I posted again on TransUnions XXXX page, again hoping that someone at TransUnion might want to follow the FCRA, even if only to protect TransUnions reputation. I was referred to send a private message, even though I already had an open chat window with TransUnion. 
On XX/XX/year>, I posted again on TransUnions XXXX page, still hoping that someone at TransUnion might want to follow the FCRA, even if only to protect TransUnions reputation. 
On XX/XX/year>, I gave up on trying to convince TransUnion to follow the FCRA, and instead, I posted options for addressing violations of the FCRA to help other victims of TransUnions willful and intentional systemic defamation. I included links to FTC, and CFPB as well as fact-checked Nolo articles explaining consumers rights under the FCRA. Rather than correct my report as required under the FCRA, TransUnion deleted my post and blocked further comments. 
On XX/XX/year>, I sent another private message to TransUnion. TransUnion agent XXXX again reiterated the self-serving and absurd position that XXXX XXXX is at fault for TransUnions failure to investigate my dispute as required by the FCRA. I informed XXXX that XXXX XXXX never removed me from the account ; TransUnion removed the account despite reports of an active and current account by XXXX XXXX. XXXX XXXX has already submitted a reinsertion request, even though they never removed me from the account. I requested XXXX full name and the same information for her supervisor and the person above her supervisor. XXXX refused to answer and left the chat. 
On XX/XX/year>, I sent another private message to TransUnion. TransUnion agent XXXX reiterated the self-serving and absurd position that XXXX XXXX is at fault for TransUnions failure to investigate my dispute as required by the FCRA. I informed XXXX that although XXXX XXXX did not create the error, they have already submitted a reinsertion request. I requested XXXX full name and the same information for her supervisor and the person above her supervisor. XXXX refused, citing security issues. 
I requested the name of the policy document at TransUnion that XXXX is following. I asked, What part of the FCRA allows TransUnion to delete whatever they want? Where is it in your TransUnion manual? XXXX repeatedly refused to answer questions regarding what authority TransUnion is relying upon when they knowingly and willfully report false information as a matter of company policy. 
XXXX said she cant help me, and her manager cant help me until Monday. She refused to answer whether she was choosing to violate the FCRA on her own or if she was relying on a TransUnion policy that instructs TransUnion agents to refuse to perform the investigation required by the FCRA and instead delete accounts regardless of accuracy.

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