Consumer complaint received 2023-05-20
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MN
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:
In response to my CFPB complaint # XXXX, on XX/XX/2023, TransUnion deleted and removed the collection account XXXX XXXX  from my credit file. This was the only change that was made to my credit file this day. As a result of this derogatory collection account being removed and deleted from my credit file, my TransUnion credit score dropped XXXX points. I am baffled and confused why my credit score was decrease and decline substantially by XXXX points when a derogatory collection account was REMOVED from my TransUnion credit file. I am a paid subscription member to TransUnion 's Credit Monitoring product, which is approximately $ XXXX. When I attempted to call in and speak to a customer service representative for this Credit Monitoring product, I was transferred to several different offshore customer service representatives, who spoke XXXX  XXXX, placed me on long holds, transferred me to different representatives, and finally the call was transferred to a representative who kept me on hold, without acknowledging me for nearly five minutes, and whose XXXX was so terrible and incomprehensible that I couldn't understand what she was saying. I asked her to repeat herself because I could not understand her, and she intentionally and deliberately disconnected the call. This is a repeated pattern of abusive behavior by TransUnion 's customer service representatives, and TransUnion is continuing to deny consumers their rights to dispute inaccurate credit information, ask questions about our credit file and scores, and not get what we pay for when we purchase their extra credit products such as the Credit Monitoring Service product I purchased. As of this complaint, I never received a response or answer from TransUnion for why my credit score declined and decreased by XXXX points, when the only change that was made to my credit file was positive -- the deletion and removal of the collection account from XXXX XXXX. Overall, TransUnion 's Credit Monitoring product and their customer service representatives are denying me, and other consumers, our rights to dispute items on our credit files, discuss our credit file and scores, and therefore TransUnion is financially harming me by charging me for a product whose services I did not get and my credit score that has dropped, without explanation, and had lenders deny me credit as a result of TransUnion 's abusive, deceptive and unfair business practices. Finally, when calling in to speak with a live customer service representative at TransUnion, TransUnion requires us to listen to several sales pitches of their products, such as their credit monitoring products and other services that delay allowing consumers to speak to a live person. These sales pitches and sales tactics are abusive and unfair, because they are irrelevant and offered several times throughout the interactive voice response system of the call, thus making it difficult, frustrating and cumbersome to speak to a live customer service agent without being offered extra products -- that cost money -- when this was not the intent of the call. These automated sales pitches and tactics often add more than three to five minutes to what would otherwise be a simple call to conduct a transaction that affects my credit and financial health.

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