Consumer complaint received 2020-03-19
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NC
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:
TransUnion LLC Consumer Dispute Center XXXX. XXXX  XXXX XXXX PA XXXX Wednesday, XXXX XXXX, XXXX, at XXXX XXXX  EDT, I called TransUnion, but my call was dropped after being placed on hold. I called again at XXXX XXXX   requesting you to lift the freeze on my credit report so XXXX XXXX could acquire information needed for a mortgage. I called because I was unable to lift the freeze online. There was a problem with your web site, that did not allow me to get to the area where I could do this. 

After giving the man who answered all the pertinent information and asking security questions, he supposedly unlocked my account to grant XXXX access to my credit report. I called XXXX XXXX  and informed them that the report was now unlocked. 

About 90 minutes passed, when XXXX called me back and stated the credit report was still locked, as per the TransUnion representative they contacted. At XXXX XXXX  EDT, I called TransUnion a second time to request my credit report be unlocked. The woman I spoke with claimed it was unlocked, and I explained to her what had happened. She told me to have the bank call again, perhaps XXXX had called too soon. 

I spoke with XXXX XXXX  immediately and they tried again. Again, no luck. 
Supposedly, my account was unlocked, but when XXXX called TransUnion, they were being told by your representative that my report was still locked. 

This exercise was repeated the next day, Thursday, XXXX XXXX, XXXX. XXXX notified me the credit report was still locked or frozen. Once again, I called TransUnion. The first call was at XXXX XXXX EDT. I went through the entire story yet again. The lady at TransUnion stated the problem may be at XXXX 's end and to try again. My report was definitely not frozen or locked. 

I phoned XXXX and told them to try it again. They did and called me back. No luck! 
The report was still locked. In the meantime, I finally was able to get to the page on your site where I could unlock or remove the freeze from my account online. After I logged in, and attempted to remove the lock, I received a message that stated " Your TransUnion Credit Report Freeze Status is currently unknown. '' At XXXX XXXX  EDT, I phoned TransUnion again. I was told my account was not locked or frozen, AGAIN! I asked how it was possible that my report was not frozen when I called, but when XXXX XXXX  called they were being told it was still frozen. I also explained to this lady that this was the fourth time I had called about this same issue. 
I then further related the incident with your web page when my attempt to unlock my report failed and I received the message I quoted above. How could my report be locked to XXXX, unlocked to me ( only via telephone ) and unknown when I access it on line, and all at the same time? 

I asked to speak to a supervisor and this didn't happen. I asked to speak to a supervisor at least three times, and still, no supervisor ever came to the phone. I was referred to technical assistance about the " unknown status. '' They were of no use. No one cared enough to attempt to solve the problem. 

On XXXX XXXX, XXXX, I logged onto your site to see if anything had changed, I received the same message as I did 4 days ago : " Your TransUnion Credit Report Freeze Status is currently unknown. '' When I called again that same day, at XXXX XXXX   EDT, I spoke with a lady and explained what was happening. She pulled it my report and stated it was LOCKED! I asked her to unlock my report and begged XXXX XXXX  to try it one more time. 

On XXXX XXXX, I was informed by XXXX that my credit report was still locked and they were denying me a mortgage, because they could not access my credit report. For this, I am holding TransUnion responsible, and will take whatever action I can.

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