Transunion drags its feet while people’s lives are negatively affected.

<p>In July 2016 my wife and I had a bond extension declined based on her apparent bad credit score with Transunion (formerly ITC credit bureau). After much embarrassment with the bank we established that they declined the extension because of an outstanding debt of R35, 118 that was listed with Transunion for a MTN contract, initiated in September 2015, in my wife’s name. She did not initiate the contract with MTN and so the nightmare began!</p> <p>After careful consideration we established that either this was an error on the part of MTN or some form of identity theft was employed to initiate the contract with MTN. We promptly lodged a dispute on the 18th July 2016 with Transunion using their online form. No confirmation sms was received as promised and therefore we did not know if the dispute had actually reached them. After a week of waiting we telephonically contacted Tranunion’s call centre on the 25th July and asked what the status of the dispute was. We were informed that we have not submitted the required documentation; we were not asked for documentation up to that point. Transunion emailed us a list of documentation to submit which we promptly emailed back to them the next day on 26th July 2016. There was no confirmation of receipt of documents sent back to us by Transunion.</p> <p>On the 4th and 8th August 2016 I sent two email to the disputes email address requesting a status update and confirmation on whether the documents were actually received. There was no response! I then decided to contact MTN directly and after much back and forth finally got them to confirm that the account was ********** through an official letter. Thereafter I telephoned Transunion again asking if I could email the letter to them in the hope that it would expedite the clearing of the credit record so that we can re-apply for the finance that we urgently require. Transunion’s response was that they are investigating the case and that the investigation is on day 8 of the mandatory 14 day process.</p> <p>My beef with Tansunion is that they dragged their feet and are unwilling to resolve this matter urgently; even though it clearly was a ********** account. It took them a week to send the request for documentation and they only did this after we enquired telephonically! Notwithstanding the week of feet dragging, the documents were sent to them on the 26th July 2016 which means that officially the investigation is now on day 15 with NO response. What is the point of them investigating further and dragging out the process if definitive proof, in terms of an official letter, from MTN admitting to the ***** is at hand?</p> <p>It is now a one month after lodging the dispute with Transunion and we find ourselves in dire straits having not been able to urgently access the finance. It blows my mind that an institution like Transunion can act so callously by dragging their feet while people’s lives are negatively affected.</p> <p> </p> <p> </p>