Consumer complaint received 2023-05-08
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: UT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Sometime before XX/XX/XXXX I applied for a XXXX XXXX XXXX XXXX XXXX ) Card with XXXX mileage bonus offer. Received email back from XXXX on XX/XX/XXXX that stated the credit application could not be processed as there was a " freeze '' on the account. Went into TransUnion website too remove " freeze '' and received an error message that the " Freeze Status was currently unavailable '' and to call XXXX ''. Called TransUnion and spoke to agent named XXXX who said she would remove the freeze and reapply it XX/XX/XXXX. I notified XXXX the freeze was lifted. XXXX advised the freeze was not lifted and they could not process application. On XX/XX/XXXX escalated the matter to a supervisor named XXXX who advised there appeared to be a " bad link '' on the credit report and to allow 24-48 hours to have it corrected and that I would receive an email confirming it had been fixed. Never received email, problem never fixed. On XX/XX/XXXX escalated issue to supervisor named XXXX who saw notes in system from previous calls, agreed the " Freeze and Fraud '' links were not working and give it 72 hours to be corrected. Not fixed. On XX/XX/XXXX called again and used their automated call-back option. Never received a callback. On XX/XX/XXXX called again, requested agent transfer me to a supervisor, placed on " hold '' and after holding several minutes, line disconnected. Called back at XXXXXXXX XXXX and after holding for 45 minutes was connected to an agent. Explained issue and inaction on TransUnion 's part and was transferred to " Special Handling '' and spoke to a person named XXXX who said there was an issue with my address. My address was listed as a mailing address and not my permanent address. I asked twice if that was the ONLY PROBLEM and was assured that was the only problem. She submitted a correction request and said it would be corrected within 48-72 hours. Today is XX/XX/XXXX and it has not been fixed. Called TransUnion and agent verified all the previous calls and commitments were listed in their system and issue would be immediately escalated and I should receive a callback in the near future. It's been 40 minutes, no callback and decided to file complaint. The XXXX mile credit is worth two XXXX tickets to XXXX with a dollar value between {$1200.00} - {$1400.00}. I feel TransUnion has damaged me by that amount and I have done everything reasonable to correct to problem. One after another commitments by supposed TransUnion supervisors have failed to correct their system so I can not go in and temporarily lift a " freeze '' as the company states I should be able to do. No one owns the problem and no one seems to care about correcting the problem, In 6 weeks I would expect them to do what they say and sadly no one has done what they committed to do. I'm out the XXXX mile credit and the offer has ended. I have a credit score over 800 on all 3 credit reporting agencies. This never should have happened.

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