Consumer complaint received 2023-01-25
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
In XX/XX/XXXX, I was a minor. Under the " XXXX XXXX XXXX XXXX  '' program, my mother requested that XXXX, TransUnion, and XXXX place a credit freeze on my report. TransUnion and XXXX said that the freeze would automatically be removed when I turned XXXX. 

In XX/XX/XXXX, I attempted to place a freeze on my XXXX, TransUnion, and XXXX reports. I also attempted to obtain my free credit reports from the three bureaus. I was successful in freezing my XXXX and XXXX reports and obtaining my free reports from those bureaus. 

However, I was not able to freeze or get my free TransUnion report via XXXX. I attempted to freeze my report via the TransUnion website and via phone. Neither method was successful. When I registered for a TransUnion account, the website said that I failed " identity verification '' and needed to call for assistance. After calling the Website Access Support team phone number listed on the website, I was told to email two forms of identification - my driver 's license and a recent account statement- to XXXX. I emailed my two forms of ID on XX/XX/XXXX. 

Three weeks passed by with no reply from TransUnion, so I had given up on being able to manage my freeze via my TransUnion account. So, on XX/XX/XXXX, I called the TransUnion support main line at ( XXXX ) XXXX to attempt to freeze my credit. After asking me for my personal information and a XXXX freeze PIN, the automated system said that there was an error and transferred me to a human agent. An agent in the Special Handling department told me that my file was suppressed. I was unaware of this, as the freeze that my mom requested when I was a minor supposedly expired when I turned XXXX. Additionally, a freeze and suppression are, to my knowledge, not the same thing. The agent told me that I would need to have the suppression removed in order to manage my credit freeze or view my report. I requested to have the suppression on my report that I did not even know about removed from my file, and to have a credit freeze added to my report. I was told that this was done. 

In a subsequent phone call on XX/XX/XXXX, I spoke with an agent in the online customer relations team about my issues accessing my TransUnion online account. The agent was able to assist me in gaining access to my online account by removing the " identity verification '' hold over the phone. However, the agent claimed that I would need to have a minimum of 2 lines of credit on my report to be able to use the functions of the online account ( e.g. credit freeze, requesting a report ). 

Currently, when I log into my TransUnion service account, the status of my credit freeze is shown as " unknown '' with the message " The TransUnion Credit Freeze Service is temporarily unavailable ''. Attempting to request my credit report results in the message " We're unable to complete your request online ''.

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