Consumer complaint received 2025-12-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC

Complaint narrative:
I am filing this complaint because TransUnions dispute systems appear unreliable and are preventing me from exercising my rights under the Fair Credit Reporting Act ( FCRA ) including the right to dispute inaccurate information and to have disputes properly logged, tracked, and reinvestigated. I am also a person with a XXXX and rely on accessible electronic services ; TransUnions portal failures create an added barrier.

When I log into my TransUnion account, I receive the following message : ONLINE DISPUTE IS NOT AVAILABLE AT THIS TIME We are currently unable to check your dispute status. However, if you recently submitted a dispute, please know weve received your information and your dispute investigation is in process. 
If online dispute is unavailable and you want to submit a dispute, you can submit a request by phone or mail. 

I have attached screenshots showing this message and that dispute records are not visible/available. 

Key issue : Not only is the online dispute center unavailable for status checks, but previous disputes that I submitted are now missing and do not appear on my TransUnion file, including disputes that were completed through TransUnions own online portal. 

Missing dispute # XXXX XXXX ( submitted XX/XX/year> ) I submitted a dispute regarding a XXXX tradeline on XX/XX/year>. I have confirmation it was disputed. However, there is now no record of this dispute visible in my TransUnion XXXX XXXXonline account ( see attached screenshot ). 

Because the dispute submitted on XX/XX/year> did not appear and could not be verified through the portal, I called TransUnion. On XX/XX/year> at approximately XXXX XXXX  Eastern, I spoke with a representative named XXXX, who initiated another dispute because there was no record of the earlier dispute on my file. 

Missing dispute # XXXX XXXX XXXX XXXX XXXX XXXX ( Identity Theft ) ( submitted XX/XX/year> ) On XX/XX/year>, I completed an online dispute through TransUnions portal regarding XXXX XXXX XXXX XXXX XXXX, account number XXXX. This tradeline is the result of identity theft/fraud. 

With this identity theft dispute, I uploaded highly sensitive personal information through TransUnions portal, including : a copy of my drivers license, Social Security card, and an FTC Identity Theft Report. 

Despite completing the dispute online and uploading these documents, there is no record of the XXXX dispute on my TransUnion file , and I can not confirm receipt, logging, routing, or status. This is especially alarming because it involves identity theft and sensitive documents. 

Disability/accessibility impact TransUnions call or mail fallback does not resolve the harm. I am a person with a XXXX and rely on accessible electronic processes. TransUnions portal failures and missing dispute history force me into phone/mail processes and prevent me from tracking disputes electronically, creating an additional barrier and delay. 

Why this is a problem ( FCRA / consumer-rights concerns ) TransUnion is a nationwide consumer reporting agency and must comply with the FCRA, including : FCRA 611 ( 15 U.S.C. 1681i ) duty to accept disputes, conduct a reasonable reinvestigation, and accurately maintain dispute status/results. 

FCRA 607 ( 15 U.S.C. 1681e ) duty to maintain reasonable procedures affecting accuracy and proper handling of consumer file information ( including dispute intake and tracking ). 

For identity theft disputes supported by an FTC Identity Theft Report and proof of identity, TransUnion must also handle the matter as an Identity Theft/Fraud dispute and Identity Theft Block request where applicable. 

A system that allows consumers to submit disputes and upload identity theft documentation electronically, but then fails to show any record of the dispute, prevents consumers from confirming that disputes were received or processed and undermines core FCRA protections.

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