Consumer complaint received 2021-04-15
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
Hello CFPB, I tried to log into TransUnion on Tuesday, XX/XX/2021. Without much luck and major concern, I reached out to them via XXXXXXXX XXXX I explained that I could not seem to connect to TransUnion website no matter what browser I used. 

I heard back from a representative named XXXX and she wanted me to send my name and email address to verify who was she speaking to and if I had an account with TransUnion. 

She sent me another message via XXXX XXXX explaining that I would receive an email within 24 hours with a password reset. 

I went on to ask why would I need to reset my password since I never requested for a password change. XXXX replied that my password was reset since they were having issues with the freeze/unfreeze link. When they reset the pass on there side, that also resets my account. 

On Wednesday, XX/XX/2021 I connected with TransUnion on XXXXXXXX XXXX once again. This time, I attached two short videos showing that I was still having problems logging into the account after the password reset. 

XXXX 's response was, she suggest that they deactivate the account and have me re-enroll. 

I called them a few days after this to speak to an agent. I can get Batman on the line quicker than I could get an agent that could properly assist me and my needs. 

After speaking to an agent, I was asked to give my ss number. I wasn't in a secluded space that I could talk, so I opted to call back later when I had more privacy. 

I called back a week later. Again, I could've called the White House and spoke with the president quicker then I got anyone on the line that could assist. I had to make the wrong selection on purpose just to get to a human being. If I didn't do this, I most likely would still be on hold. 

When I finally got to speak to an agent, I was madder than a bull. I was given a number to call so that I could speak to someone that could assist me and not a automated phone service. 

Once I got an agent to speak about what's going on with everything, I wasn't happy. I just wanted to reset my password and be able to unfreeze and freeze my credit report when needed. They reset everything for me while I was on the phone, told me what to do and it seem to work. 

It's now Tuesday, XX/XX/2021 and I want to lift the freeze on my credit report. It did the same thing it did on Tuesday, XX/XX/2021, would NOT let me sign in. 

I do not know if CFPB get enough complaints regarding TransUnion but something need to be done. You can not log into there website. The links are broken. When you ask them if the site is down, they'll never give you a direct answer. 

I feel like my credit report is being held XXXX. I also feel like this is against the law for anyone to NOT be able to access their credit report, freeze/unfreeze and any other services that TransUnion is offering. 

XXXX  and XXXX is NOT having this problem. Nothing wrong with there website or log in AT ALL!!! It's this bloody TransUnion and no one seems to be helping the people. I feel like my services are being held XXXX! Why are they allowed to get away with this and what can be done to make them stop? Are they trying to hurt more people than help? Why would they not be a service that people need when they want? 

Who will help me and others like me? If you go to XXXX, XXXX and any other site that you can read forums, you'll see that this is a HUGE problem with TransUnion. 

What is really going on?

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