Consumer complaint received 2024-10-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY

Complaint narrative:
I applied for an apartment in XXXX in XXXX XXXX XXXX and when they ran my social security number, name, and address through TransUnion for a credit check a report came back with a different social security number and my information along with a lot of fraudulent information. I attempted to log in to my account to dispute the fraudulent accounts, but when I tried to log in the system told me the identity verification failed and to call customer service. Customer service said that due to inconsistent information my account was locked and was being sent to account maintenance, which would take seven business days. I attempted to log in after seven business days but still could not access my account. 

I called customer service again and after multiple calls I was finally transferred from the online team to the customer relations team. Someone in customer relations finally figured out that TransUnion had the wrong social security number for me, which was preventing me from accessing my online account. I was told to mail a copy of my social security card along with a letter explaining the situation along with all the fraudulent accounts under my name that I'd learned of, and that after receipt it would take five business days to process. I mailed the photocopy and letter on XX/XX/2024. 

On XX/XX/2024, I received a message from TransUnion that they had received my information, but could not verify that I had been the one to send it, so they were not going to process it until I confirmed my identity. I called TransUnion on XX/XX/2024, to confirm that I had been the one to send the information ( that I had been instructed to send and which they should have been able to confirm just by looking at my account records ). Nonetheless, I was told it would take five business days to process, and that it would then be resolved. 

I called back today, XX/XX/2024, a full seven business days later, and was initially told that they had confirmed my identity, they were deleting my old account, and I would be able to create a new account and access my report. After waiting the instructed 20 minutes, I still could not access my account online, as I was told the identity verification and safety check failed. I called back ( the customer relations line, but was still someone redirected to the online team ), who transferred me to customer relations. That representative told me initially they hadn't received my information, they had received it but hadn't processed it, and that he would escalate the matter. I asked to speak to a manager and was transferred to a manager after being on hold for 50 minutes.

The manager took my information, placed me on hold, and then disconnected the call without ever speaking with me again. I did not receive a call back despite being asked to provide a number at the beginning of the call in case we got disconnected. I am on month three dealing with this and probably 20 hours of phone calls ( most of which are spent on hold and waiting to be transferred to the correct department because you can not reach the correct people directly ). I have filed a complaint with the XXXX XXXX XXXX

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