Consumer complaint received 2017-09-26
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: VA
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: Their investigation did not fix an error on your report

Complaint:
In XXXX, I disputed an incorrect address on my Transunion Credit Report, received from XXXX XXXX XXXX. The incorrect address was removed in XXXX. 
In XXXX, I successfully accessed my Transunion Credit Report through XXXX XXXX XXXX. 
On XXXX, I attempted to request my Transunion free credit report from XXXX XXXX XXXX. The authentication process asked me What City Did I Live In in XXXX. Based on the options, the correct answer should have been None of The Above. The system rejected that answer twice and locked me out. The list of possible responses included a location that appeared to be related to the incorrect address that was REMOVED from my account after my XXXX dispute. 
This is an account authentication problem - the information used for the authentication question is WRONG, not from my credit history. I am locked out of my online Transunion free credit report online account because I ca n't authenticate in a way the system understands. 
If information that was removed from my account in XXXX is being referred to, then Transunion did n't fully correct my XXXX dispute. Transunion must correct it 's records and allow me to authenticate my account using valid information from my account. 
I attempted to resolve this problem :. 
On XXXX, I called Transunion, requested my free credit report by phone, and received a paper copy of my credit report in the mail on XXXX. I have confirmed my addresses are correct in my paper credit report. 
On XXXX, I called XXXX ( number for disputes on my paper credit report ). I spoke to XXXX at XXXX XXXX, who did n't understand my question. I asked twice for a supervisor. XXXX asked me to let him help me before he tried to transfer my call to a supervisor. On my third request, XXXX transferred me to XXXX, a supervisor, at XXXX XXXX. XXXX told me I had to call " the online department '' at XXXX. Call ended at XXXX XXXX. 
At XXXX XXXX, I called XXXX, selected the " Dispute '' option, and the " representative '' option. At XXXX XXXX I spoke to XXXX. She said I had to talk to " the online department '' and gave me the same XXXX number I had used to call her. I stated there was no option for " the online department ''. I asked twice to speak to a supervisor. She used the same script as XXXX, asked me to let her help me before transferring me to a supervisor, gave me the same XXXX number again, and said I was n't selecting the correct options. At XXXX XXXX I was transferred to XXXX, a supervisor. XXXX also verified the addresses on my account, gave me the same XXXX number, and insisted that I needed to talk to " the online department ''. 
At XXXX XXXX, I called XXXX XXXX more time and verified that the menu options do n't offer an " online department '' option. There is a dispute option, which eventually leads to an option to speak to a representative. There do n't appear to be any other options that could help with my account authentication question problem. 
All representatives used the same script - asked for my SSN, full name, mailing address, and file number. All confirmed the addresses on my credit report were correct. All redirected me to the same XXXX number, which does not help me resolve the problem with an incorrect authentication question on my Tranunion free credit report account. 
Transunion phone numbers, XXXX from my paper credit report and XXXX provided by the representatives, have limited menu choices and are set up to respond to a few high-volume requests. An authentication error linked to my credit report does n't fit the menu options, and there does n't seem to be any way to reach someone who can fix this problem. I need help correcting this please. Thank you for your support.

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 explanation