Consumer complaint received 2025-04-15 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.
State: WA

Complaint narrative:
The basis of my complaint is that even after many months, hours of calls, text chats and a letter, and speaking to a Transunion supervisor, Transunion refuses to remove a fraudulent hard credit inquiry from XX/XX/XXXX. I have all documentation of emails, letters, screenshots to back up my complaint. 

I received an email that day from XXXX congratulating me for getting approved for a credit card ( attached ). I did not apply. I immediately contacted XXXX and after XXXX minutes of answering questions, I filed the fraud report. I was told by the XXXX fraud specialist that this was not my responsibility and that I would receive in the mail confirmation of this. On XX/XX/XXXX I called Experian, Equifax and TransUnion and filed the disputes. After a few weeks, I was informed via mail by XXXX stating that myself was not responsible for the inquiry or account and they sent the same letter to XXXX XXXX and TransUnion. 
The credit card arrived at my house and I was told to dispose of it, which I did. Obviously TransUnion does nothing with these letters. 

On XX/XX/XXXX I saw the inquiry was still showing on my XXXX XXXX account. I contacted XXXX XXXX on XX/XX/XXXX XXXX XXXX : XXXX XXXX  ( email complaint documented ) and was told that only TransUnion was reporting that hard inquiry, which is negatively impacting my credit score. 
XXXX XXXX let me know how to file a dispute with TransUnion. So I logged into TransUnion and found out I can not dispute anything online. I needed to call them. So I did. After getting the right person on the phone, I was told I needed to file the dispute via US Mail with a letter stating what happened and to include a copy of the letter from XXXX. I had to call XXXX and was transferred several times until I got someone on the phone that would mail another copy of the original letter sent to me in late XXXX. In late XX/XX/XXXX I received another letter from XXXX dated XX/XX/XXXX saying again that I was not responsible for this account. 

On XX/XX/XXXX I mailed off my letter to TransUnion and a copy of the XXXX letter requesting TransUnion to remove the hard credit inquiry, as per their specific instructions. 
On XX/XX/XXXX I called TransUnion again because I saw on their website that the inquiry was still there. It took me an hour to get to a Manager. It took her several minutes to look up my account and then they finally found my XX/XX/XXXX letter I sent to them. So, I demanded that they remove the inquiry and she denied my request. She told me that now they would send a request to XXXX to get permission from them to remove the inquiry. I was XXXX. So, I asked " Then what? '' What are the next steps. '' I was not given a clear answer. So I stated " Am I supposed to just log into TransUnion daily to see if it has been removed? '' She said yes. I requested a copy of TransUnion 's request to JPMCB so I can confirm they did send it. She refused. We went back and forth for some time. I also chatted via XXXX. 

I looked up on my TransUnion account on Thursday XX/XX/XXXX and saw it was still on my credit report. I contacted TransUnion via chat and was given no help. I demanded that it be removed by the end of day or I would seek legal counsel. I requested a copy of all of the other chats over the last several months. but was told I could only get this one. I was also advised to file a complaint with the FTC. When I log onto TransUnion 's website, it shows I have no outstanding disputes! 

On XX/XX/XXXX I texted them for an update. Now they want another letter from me to give them permission to contact XXXX XXXXXXXX XXXX! Also, since I contacted them on XX/XX/XXXX, my XXXX day clock to resolve starts over from the previous one. They received my XX/XX/XXXX letter on the XXXX. So that XXXX days expired and thats why I contacted them XX/XX/XXXX. This company has no business being a credit bureau! Today is XX/XX/XXXX and the false XXXX hard inquiry still shows ONLY on my TransUnion credit report! At no time has TransUnion contacted me via mail or phone. TransUnion is a complete failure in training of their agents, management and refuses to mondernize processes.

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