Consumer complaint received 2020-07-30
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: LA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
On XX/XX/XXXX, at XXXX XXXX CDT, I called TransUnion LLC, got the outsourced responder from another country, got transferred to the USA, got a Ms. XXXX on the phone. She said that there was a edit/update/correction that needed to be done to my file so that I could get online access to my credit report on a weekly basis as offered at XXXX with the following statement Accessing your credit report is an important part of managing your credit health through the COVID-19 outbreak. TransUnion is pleased to offer youfree weekly credit reports onlinethrough XX/XX/XXXX as part of our commitment to supporting all Americans during this difficult time. Allegedly, this XXXX immediately initiated the update which takes up to five business days to complete, she said. She also said that a copy of my full credit report will be sent to me via U. S. Mail and it should arrive to me in about 12 days. This call lasted 15 minutes, 45 seconds. On XX/XX/XXXX, I got a two-page letter in the U. S. Mail from TransUnion LLC instead. The letter contained a Disclosure Request Form demanding that I send TransUnion LLC written proof of my Social Security Number ( SSN ) in order for me to be sent a full file disclosure of my personal credit report. The following day, which was XX/XX/XXXX, I called TransUnion, LLC after getting the following response when I again tried to gain access to my TransUnion, LLC credit report online. We are unable to complete your request online at this time. Please note the error details below and call our TransUnion support team at XXXX XXXX XXXX XXXX for additional assistance. At XXXX, I immediately made the call to that number and got a female voice named XXXX on the phone. I told her that I was yet unsuccessful in gaining online access to my credit file. She asked for my Personal Identifying Information ( Name, DOB, SSN XXXX and then she too told me some Error Message was yet showing up on their system and that it would have to be addressed through their Consumer Relations department and/or her Supervisor. I then asked her to transfer me to someone in the USA and she responded that she was unable to transfer me to a Consumer Relations agent for TransUnion LLC here in the USA. The purpose of my request is that due to the Covid-19 pandemic a lot of companies are letting their employees work from home and calls are somehow being routed through computers to them. The call quality is very poor with calls breaking up or dropping altogether. And when you add poorly spoken English on the part of the TransUnion LLC agents to the mix, the result is usually just a double dose of disaster. XXXX then put me on the phone to her Supervisor. He tells me his name is XXXX. My point was proven because XXXX was also unable to transfer the call to a TransUnion LLC agent here in the USA and, he asked me to allow him to transfer the call on over to his Consumer Relations department? If he reached Consumer Relations I was to just tell them to Merge some multiple files that showed up on XXXX work computer so as to possibly clear the pathway for online access to my TransUnion LLC credit reports on a Weekly basis. I asked him would it not be better if he explained to his Consumer Relations people the nature of his own Error Messages? Obviously, my question did not bode well with XXXX especially since I added the comment that if another male answers the so-called transfer and he/she again ask for my SSN I will just hang up the phone. Toward the very end of this 45 minute 30 second call to TransUnion LLC, it sounded as if XXXX was trying to transfer the call when the so-called telephone transfer got fouled up and/or dropped. I DO NOT know the exact nature of what problem is being encountered by TransUnion LLC and can not address the particular software failures or software designs used by their computers. However, I simply running into poor English speaking, poor quality computers and/or phone systems and/or inadequately trained, confrontational persons at TransUnion LLC whenever I telephone. The TransUnion LLC agents are calling for my Social Security Number ( SSN ) and effectively just vanishing. A continuing or classic case of sabotage in progress, perhaps? I just received a written request from TransUnion LLC via U. S. Mail dated XX/XX/XXXX for " Proof Of Social Security Number. '' After speaking by phone with a " XXXX '' allegedly of TransUnion LLC on XX/XX/XXXX, I was under the impression that I was being sent a full credit report in addition to having online access to my credit report granted to me on a weekly basis. I got neither.

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