Consumer complaint received 2015-10-06
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY
Product: Credit reporting
Issue: Credit monitoring or identity protection
Sub-issue: Problem cancelling or closing account

Complaint:
My fiancee and I are thinking about moving. Before we put in an application on an apartment, I wanted to check my credit score. I went to the FTC 's website and followed the directions to get my free credit report. Once I received my free credit report, I wanted to have the report translated into a credit score. I went to Transunion online. I believed I was signing up for a one-time fee of {$1.00} to receive my credit score. Transunion charged my credit card {$1.00}. One month later, on XXXX XXXX, I noticed a charge for {$19.00} on my card from Transunion. I disputed the charge with my credit card company and received a refund. I assumed it had been an error. On XXXX XXXX, I noticed a second charge, likewise for {$19.00}, from Transunion. I called Transunion. The first operator I spoke with demanded my SSN, full name, mother 's maiden name, and email. He asked if I wanted to " cancel '' my subscription. I explained that I wanted the charges to stop, but that it made no sense to " cancel '' the subscription because I had never enrolled. After talking to him for 8 minutes, he explained that he had canceled my subscription, but that the " system was down '' and that I should call back in an hour. I called back three hours later. This time, Transunion asked for my SSN, full name, mother 's maiden name, date of birth, email address, and security question. I then explained that I had noticed recurring charges on my card for services I had not enrolled in. I asked them to stop the charges. I also asked for a refund for the charges previously made. The operator stated that no refunds could be given for services that were provided. I then asked to speak to a manager. She said she would transfer me. The mechanical voice then stated " Please hold while we transfer your call. '' Twelve seconds later, the voice said, " We 're sorry, the transfer can not be completed. '' Then the line was cut. 
1. I did not knowingly or intentionally enroll in any program. I read the website carefully. 
2. I did not receive any services. 
3. I was charged three times for credit reporting services. 
4. When I tried to cancel, I was first told that the system was down. When I asked to speak to a manager, I was disconnected. 
5. I believe I have been defrauded by Transunion. I further believe that the amounts I have been charged are so small as to make the hassle of challenging the charge too great. I further believe Transunion imposes these charges on unwitting customers who need to use its services in order to receive their credit scores. 
6. I worry that Transunion was phishing for personal data and does not safeguard it as they should. I worry that they will sell it. 
7. I believe demanding so much personal data before discussing an account serves as a disincentive and discourages people from " canceling '' services they never applied for.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief