Consumer complaint received 2020-10-13
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Transunion is making it difficult to submit a timely and cost free dispute online. I have spent several hours trying to submit a credit report dispute on Transunion 's website. The Transunion website does not allow consumers to save your information in case there is an error or you need to come back later and submit it. I have tried about 6 different times on two different days with a temporary error message that pops up AT THE VERY END after spending 30 minutes to selectapplicable companies and submit documents. So, a consumer can not save their dispute information if there is a system error or if the site times the consumer out. The consumer has to start all over again.I called in to get help and it took an hour for me to get assistance. I was hung up on, and every agent I spoke to wasoutsourced to another country. I have no problempersonally with outsourced companies except theyusually have thick accents which makes it hard for me to understand. Transunion has no fax number to send disputes to.If a consumer calls in to submit a dispute with an agent but has supporting documents they need to submit along with their dispute, they have to mail it in or go online. So, Transunion is not offering any no cost options to submita dispute. I get the distinct impression that Transunion is trying to force people to have to send in their dispute snail mail or to call in to push their for-cost products. I had to provide my PII info in order for agents to access my account info to check if there was some type of " block '' or issue with their credit report they have assigned under my information. I reset my computer and used a different web browser but the error message still came up. CFPB has it listed on their website that all credit unions offer a fax option but Transunion does not. Reference the call log below : Date : XX/XX/20 Company : Transunion Time : XXXX XXXX  Name : XXXX ID : XXXX Location : XXXX Discussion : Website- online dispute keeps giving me an error Asked for my full social security number. I didn't give my full SSN, I asked if he needed the website error message. XXXX started talking about transferring me to Disputes, then while I was looking for the website error message, then XXXX transferred while I was in the middle of talking and asking him not to transfer me. 


Date : XX/XX/20 Company : Transunion Time : XXXX XXXX Name : XXXX? 
Dept : Disputes Discussion : Rep hung up on me while I was asking her to spell her name Duration of First Call : 15 minutes Date : XX/XX/20 Company : Transunion Dept : Website Support Time : XXXX XXXX   Name : XXXX Operator ID : XXXX Location : XXXX   XXXX  ( Call Center ) Discussion : I advised that I had tried about 4 times to submit a dispute. I spent about 2 hours trying to submit an online dispute. 
The system would allow me to select the items I want to select, upload documents but then give me the error message : " Dispute Temporarily Unavailable '' Please wait a few minutes and then try again. Return to the Message Center.

If this problem persists, you may try to dispute by phone or mail.

He checked my acct info and states there are no problems with my account. 
My computer was already reset and he also advised me to try a different browser because XXXX can cause error messages but I advised I'm not using a XXXX browser. 

XXXX provided me the Fulfillment Dept Fax Number but does not have the disputes fax number. He has to transfer me over to Disputes : Fulfillment fax # XXXX ( he states not for disputes ) Date : XX/XX/20 Company : Transunion Dept : Consumer Relations/Disputes Time : XXXX XXXX Name : XXXX ID : States he can not give his ID Number Location : XXXX ( Call Center ) Discussion : I asked for ways to dispute. I advised on their website it states if disputes were sent in by fax or mail, there was a link click on. However, there is no fax number anywhere on the Transunion site to send in a dispute. XXXX states that I can mail it in or call XXXX to get step by step help to submit an online dispute. If I were to submit a dispute over the phone with an agent, if I had documents to upload, I would have to go back online or send it through the mail. XXXX states he can not give his operator ID No. 



Duration of First Call : 30 minutes

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