Consumer complaint received 2019-07-03
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
Signed up with Transunion to get a credit check. 

Upon signing they appear as if it is a free one-ff service. 

In their small print ( thousands of words ) they are in fact signing you up for a monthly service of {$19.00} a month to keep sending you reports. 

Their emails to me do not contain any invoices or amounts charged. 

On my account login portal area with Transunion there is still no mention of the monthly amounts. There is just a list containing random codes which is a record of the monthly payments ( see attached ). 

The only thing showing me the monthly payment amount of {$19.00} is my credit card statement with the monthly reference of : TU TRANSUNION.CA XXXX CA {$19.00}. I have copied of all statements to prove this deduction. 

It took me over a year and a half to realize as I have been out of the country for the last year or so. As soon as i realized I wanted to cancel my account on Transunion 's website i searched for a place to cancel my account. There is nowhere on my account section to cancel account, I had to spend an hour researching other people 's comments on XXXX and they provided me with a step-by-step. Transunion deliberately made it difficult to cancel their service and concealed the information as a much as they could. 

When I spoke with Transunion on the phone I told them how appalling their service was and how can they defraud me like this without me realizing. I said although I saw their emails, nothing ever contained an amount owed or paid so i assumed it was a free monthly update the same way i assumed this was free in the first place. The lady informed me that the charges are mentioned in their small print. How can they get away with this and who reads small print nowadays? A paid service should be highlighted big and bold and you should received monthly invoices stating the amounts. 

The lady on the phone said that all they can do is refund my last month 's payment of {$19.00}, I said I will take that for now but I will also be seeking further action to have all of my money ever paid refunded to me ( hence why I am contacting cfpb right now ). Just because I accepted the small refund did not mean that this issue is resolved, or that I am happy with the outcome. 

Transunion 's website and service is designed to totally mislead a vast majority of the general public and trick them into paying a monthly service without any transparency whatsoever. They are totally a fraudulent company who are making money from people like me 's misery. I feel totally cheated and robbed of my money. 

From between XX/XX/XXXX and XX/XX/XXXX Transunion took a total of 21 payments for the amount of {$19.00}. The total amount taken from me was {$410.00}. 

I want every single payment ever made to Transunion refunded to my card immediately. 

Thanks!

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 monetary relief