Consumer complaint received 2021-08-17
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
On XX/XX/2021 I saw a news report from XXXX that XXXX had been hacked and approximately XXXX XXXX of its customers had their personal identifiable information available online for sale. I am a XXXX customer. In the in the news report, the reporter stated that XXXX would not comment as to whether XXXX customers were also victims of this hack. I immediately placed credit freezes through two of the three main credit bureaus. The last one, TransUnion, was extremely difficult to place the federally protected free freeze. I attempted to create a login account which I had done for the other two bureaus. Unfortunately it would not allow me to create the account. In part because it was did not allow me to put in my last name correctly ( I have a space in my last name ). So after that failed twice, my attempt to set up an account online at TransUnion 's website, I called TransUnion customer service. When I called, the first thing this person asked for was my social security number. This was after I informed the customer service rep the reason for my call which was to enact the federally protected free credit freeze. She then asked my name and my address my email. She then asked about a credit card and I immediately went off and I just said and I quote '' this is XXXX  '' to which she replied that this was my first warning and she wasn't going to put up with cursing. I was referring to the process which I told her I'm here to enact a credit freeze to protect my identity and this process seems very sketchy and the clock is ticking. I then requested to speak to a supervisor. I was put on hold. When the supervisor came on it was another robot I think this was outsourced to XXXX. Which is not great for credit reporting bureaus. So she began asking me questions about you know do I have a credit card I said yes. She then asked which bank it was from and then I said XXXX XXXX XXXXXXXX. Then she wanted to know my credit limit and I'm like and I'm like hold up you people should already know what this is you are a freaking transunion and so I closed down the call and I requested that all of my data be deleted and I have an email to confirm it. I did not receive these problems from either of the other two credit bureaus XXXX  or XXXX. Their process is very smooth and quick. TransUnion on the other hand is very difficult and it feels like you're giving away personally identifiable information before you can even enact the freeze. Please investigate this please ensure that their business practices change and then when people are trying to enact a credit freeze it is simple and easy. Their competitors managed to figure this out they can do it too. Thank you. Luckily I have identity protection and I will go through that service to see if I can get the TransUnion credit freeze enacted. The only reason I didn't is because their servers were down. Thank you.

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