Complaint Regarding Delayed and Poorly Managed Dispute Resolution

I am writing to formally raise my dissatisfaction regarding the handling of my disputes and the poor communication I have received from your customer service department.

Dispute Case Number: 01631667

This dispute expired a few weeks ago and still has not been resolved or closed. I have contacted TransUnion several times and was repeatedly informed that the matter had been escalated to the relevant department. However, until today, the dispute remains active even though the 20-day resolution period has already passed.

Dispute Case Number: 01713252

I opened this dispute on 16 April 2026. On 15 May 2026, after personally following up with a phone call to enquire about the progress and expiry date of the dispute, I was informed for the first time that the dispute had not been opened because your team could not access my Identity Document attachment.

At no point prior to my follow-up was I notified that there was an issue with the attachment or that I needed to resend my ID via email. I have now sent my ID document to the email address provided by your consultant, but I was informed that I would need to wait another 20 days, despite the delay being caused by a lack of communication from your side.

It is extremely disappointing to receive this level of service, especially considering the importance and urgency of credit dispute matters. Customers should be informed promptly when documents cannot be accessed, rather than discovering this only after making repeated follow-ups themselves.

I request:

1. Immediate feedback on both disputes. 2. Closure or resolution of Case Number 01631667 without further delay. 3. Confirmation that Case Number 01713252 has now been properly opened and is being processed.