Consumer complaint received 2025-03-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.

Complaint narrative:
I have been trying to open my first business since XXXXXXXX XXXX XXXXXXXX, in order to set up my business I applied through my credit card company for a business visa. XXXX informed me they were unable to issue me a business visa because TransUnion has two profiles under my name and I would need to call Transunion and request to have the profiles merged. I made my first call to TransUnion and provided all of my information to correct the profiles to merge them on XX/XX/XXXX. I was told that the issue would be resolved in XXXX business days. I called again XX/XX/XXXX to check the status, and was informed it the profiles were still not merged. I called again XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to check the status where I received the same information, that the profiles have not been merged and it would be done in XXXX business days each time. On XX/XX/XXXX, I called again, and explained that I have not been able to open my business and it has been impacting my livelihood, finances, having no income coming in as I wait for this issue to be resolved, so the agent told me they escalated my case to the supervisors and I would receive a call back from supervisors in XXXX hours. I did not receive a call back. I called again on XX/XX/XXXX where I received the same information, that the agent has issued a call backlog escalation to the supervisors and I would receive a call back in XXXX hours. Again, I did not receive a call back. I called again on XX/XX/XXXX and got the agents ID and name, and explained all of my previous history with trying to have the issue resolved by TransUnion and the impact it has had on my business and my life, finances, and the agent again tried to ensure me that I would receive a call back in XXXX hours, this time I asked to wait on the phone until I spoke with a supervisor, the agent was very persistent on ending the call, I insisted he have a supervisor on the line. The agent then told me that if I hang up the call, the issue would be resolved in XXXX hour, and I could call back in XXXX hour to check the status. I again, insisted I would wait on the phone for the supervisor and he could transfer my call to the supervisors line and I would wait the hour on the phone until the issue was resolved. The agent ultimately hung up on me. I called again on XX/XX/XXXX to check the status, the profiles still had not been merged, the supervisors still have not called me, so again I requested to speak with a supervisors and this time the agent told me I would just have to wait until the profiles are merged - she did not tell me a time-frame, she did not bother to tell me a supervisor will call me back or any other relevant information other than being argumentative saying your case has already been escalated. I explained that this has been ongoing for over XXXX weeks, and the the agent frustrated decided to sit on the phone in complete silence for several minutes before ultimately hanging up the call, instead of speaking to a supervisor. I have also recorded the audio on the calls on XX/XX/XXXX and XXXX. 
On XX/XX/XXXX I also tried using their text support to have the issue resolved in which I was ultimately told to phone and speak with the agents. 
I have been in contact with my XXXX XXXX who informed me this issue should be resolved instantaneously. XXXX is waiting to issue me the business card, my financial grant/loan investors for the business have been waiting and are expecting me to open and operate the business, my finances are falling behind, I am paying rent monthly for a space for a business that can not operate until this issue with TransUnion is resolved!

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