Consumer complaint received 2023-09-09
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CO
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Didn't receive services that were advertised

Complaint:
TransUnion website shows that you will receive your 3 bureau reports & scores for {$29.00}. I paid for it but then only received the Transunion report. It then made me pay an additional {$29.00} for the other two reports and scores. This is absolutely false advertising, fraud or something. I then contacted TU over chat but they would not even consider giving me the two products. IF this was just a monitoring fee, they would have tried to keep me as a customer but instead admitted that they charge {$29.00} for my ONE ANNUAL report and score PLUS another {$29.00} for the additional XXXX and XXXX. I requested a refund but do not beleive they will be refunding me. 


CHAT TRANSCRIPTION Today membership You ( XXXX XXXX )- XXXX XXXX One moment while I transfer you to a live agent. 
XXXX Authenticated Chat - XXXX XXXX You are now connected to XXXX. 
XXXX- XXXX XXXX I paid {$29.00} and didn't get my three scores??? 
You - XXXX XXXX Welcome to our live chat service. My name is XXXX and I am here to assist you. 
XXXX - XXXX XXXX I paid {$29.00} and didn't get my three scores??? 
You - XXXX XXXX Do you have a system issue on the webpage? 
XXXX - XXXX XXXX no. I paid the full amount {$29.00} but it only gave me my Transunion score. Its saying I have to pay anojther {$29.00} to add XXXX and XXXX XXXX - XXXX XXXX Yes, you will need to make a different payment to get all 3 credit scores XXXX - XXXX XXXX I should have gotten just my transunion for free. I should not have to pay {$30.00} TWICE If you can't fix it, please cancil my account and I want a refund. 
You - XXXX XXXX I can help you with the cancellation. Please fill out this form so I can locate your account. 

XXXX has sent you a Secure Form : PII Form XXXX - XXXX XXXX I could go to XXXX and XXXX and pay ONLY {$30.00} for all three. not {$60.00} You - XXXXXXXX XXXX That is great, I am glad you can get all 3 credit scores XXXX - XXXX XXXX Im filling it out now. 
I am also on the CFPB site to report this. Your site told me I woild get all three scores. Its a scam. 
What is your ID # and name? 
You - XXXXXXXX XXXX The following Secure Form has been submitted : PII Form XXXX - XXXX XXXX  What is your name a ID You- XXXXXXXX XXXX  Sorry it's taking us longer than expected to reply. We will respond shortly. 
XXXX - XXXXXXXX XXXX  Thank you! Please allow me a moment while I pull up your account & nbsp ; & nbsp ; I will need to confirm some information so I can proceed with the refund. & nbsp ; Is the credit card on the account still active? 
Did you request the refund with your bank as well or just with us for now? 

I am sorry, we don't handle name ID XXXX - XXXX XXXX The card I just used ending in XXXX is active I did not request a refund with my bank. I would like a refund with you You - XXXX XXXX Sorry it's taking us longer than expected to reply. We will respond shortly. 
XXXX - XXXX XXXX Thank you, We will process your refund immediately. Refunds can take XXXX business days to appear on your credit card statement or up to XXXX business days to appear on your bank account statement. 

Your membership has been cancelled, you will receive a confirmation email within XXXX - XXXX minutes & nbsp ; Any Credit Lock on the account will automatically unlock at the end of the billing cycle. You can create a free service account here service.transunion.com & nbsp ; XXXX - XXXX XXXX Your name is XXXX thanks You - XXXX XXXX Yes, I am so sorry for all the inconveniences. Is there anything else I can help you with? 
XXXX - XXXX XXXX  I want to confirm that you qacknowledge that I was made to pay {$29.00} for only my TU report & score only and then if I want my XXXX and XXXX I would need to pay another {$29.00}? 
And that your site would not let me pay {$29.00} for all three for an initial annual request? 
You - XXXX XXXX When you pay for TransUnion membership for {$29.00} it includes only your score with TransUnion, if you want XXXX and XXXX as well you will need to make another payment yes XXXX - XXXX XXXX  Can you send me a trasncript of this chat? 
You - XXXX XXXX Sorry it's taking us longer than expected to reply. We will respond shortly. 
Info - XXXX XXXX I am sorry, I don't have that option at the moment. You can save the chat on your end XXXX Today membership You - XXXXXXXX XXXX One moment while I transfer you to a live agent. 
XXXX Authenticated Chat - XXXX XXXX You are now connected to XXXX. 
XXXX- XXXXXXXX XXXX I paid {$29.00} and didn't get my three scores??? 
You - XXXX XXXX Welcome to our live chat service. My name is XXXX and I am here to assist you. 
XXXX - XXXX XXXX  I paid {$29.00} and didn't get my three scores??? 
You - XXXX XXXX Do you have a system issue on the webpage? 
XXXX - XXXX XXXX  no. I paid the full amount {$29.00} but it only gave me my Transunion score. Its saying I have to pay another {$29.00} to add XXXX and XXXX XXXX - XXXXXXXX XXXX Yes, you will need to make a different payment to get all 3 credit scores XXXX - XXXXXXXX XXXX I should have gotten just my transunion for free. I should not have to pay {$30.00} TWICE If you can't fix it, please cancil my account and I want a refund. 
You - XXXX XXXX XXXX can help you with the cancellation. Please fill out this form so I can locate your account. 

XXXX has sent you a Secure Form : PII Form XXXX - XXXX XXXX I could go to XXXX and XXXX and pay ONLY {$30.00} for all three. not {$60.00} You - XXXXXXXX XXXX That is great, I am glad you can get all 3 credit scores XXXX - XXXX PM XXXX filling it out now. 
I am also on the CFPB site to report this. Your site told me I woild get all three scores. Its a scam. 
What is your ID # and name? 
You - XXXX PM The following Secure Form has been submitted : PII Form XXXX - XXXXXXXX XXXX  What is your name a ID You- XXXX XXXX  Sorry it's taking us longer than expected to reply. We will respond shortly. 
XXXX - XXXX XXXX Thank you! Please allow me a moment while I pull up your account & nbsp ; & nbsp ; I will need to confirm some information so I can proceed with the refund. & nbsp ; Is the credit card on the account still active? 
Did you request the refund with your bank as well or just with us for now? 

I am sorry, we don't handle name ID XXXX - XXXX XXXX  The card I just used ending in XXXX is active I did not request a refund with my bank. I would like a refund with you You - XXXXXXXX XXXX Sorry it's taking us longer than expected to reply. We will respond shortly. 
XXXX - XXXXXXXX XXXX Thank you, We will process your refund immediately. Refunds can take XXXX business days to appear on your credit card statement or up to XXXX business days to appear on your bank account statement. 

Your membership has been cancelled, you will receive a confirmation email within XXXX - XXXX minutes & nbsp ; Any Credit Lock on the account will automatically unlock at the end of the billing cycle. You can create a free service account here service.transunion.com & nbsp ; XXXX - XXXXXXXX XXXX  Your name is XXXX thanks You - XXXX XXXX Yes, I am so sorry for all the inconveniences. Is there anything else I can help you with? 
XXXX - XXXX XXXX I want to confirm that you acknowledge that I was made to pay {$29.00} for only my TU report & score only and then if I want my XXXX and XXXX I would need to pay another {$29.00}? 
And that your site would not let me pay {$29.00} for all three for an initial annual request? 
You - XXXX XXXX  When you pay for TransUnion membership for {$29.00} it includes only your score with TransUnion, if you want XXXX and XXXX as well you will need to make another payment yes XXXX - XXXXXXXX XXXX Can you send me a trasncript of this chat? 
You - XXXX XXXX Sorry it's taking us longer than expected to reply. We will respond shortly. 
Info - XXXXXXXX XXXX I am sorry, I don't have that option at the moment. You can save the chat on your end XXXX

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