Consumer complaint received 2021-10-17
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: LA
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:
Complaint on : Transunion Date : XX/XX/2021 XXXX. Due to being setup with XXXX XXXX to monitor my credit reports, transactions and history, a notice came through stating my Transunion credit report has no changes, however it indicated my score dropped 12 points with no reason why. 
Date : XX/XX/2021 XXXX. I called Transunion and informed the agent that I monitor my credit report via XXXX XXXX and that it stated there were no changes to my report but Transunion took 12 points and I need to review it, discuss what changes they saw, when XXXX XXXX stated their were none and I needed to get a copy of my credit report 2. The first agent use the several terminology such as, it could be, possibly because of collections on your account. I explained that for several months I have increased payments, paid off, had collections removed, etc and my credit score has been on the rise for months and now Transunion is taking a huge amount of points from me and can not give me a concrete answer as to why. It can not be because of anything that is currently on my report because I have been paying things off and the case should be that my score should be increasing with Transunion and not decreasing. THe agent stated that she could not tell me anymore than what it could possibly be. My statement to her was that is not acceptable and you seem to not be sure as to why, you are guessing and you are not concerned about the affect Transunion dropping my score problems this could cause. If Transunion were able to give me a concrete reason why other than what " may '', " possibly '' be the reason and give me a report could be justified. I asked to speak with a manager. I was placed on hold for 10 or 15 minutes.

3. A manager came on the line that sound like the first person that I spoke with, I verified all my information, AGAIN. I explained all that was told to the first agent. I also advised that I have been working on my report and increasing my score for the last several months. This person stated she could not give me a copy of my Transunion report and for me to get it from XXXX XXXX. Her reasons ... due to security purposes. So my comment to her was that, I have verified all my personal information with the agent prior to you and now with you and you all are using the excuse that I can't have a copy of my report to review because of " security purposes '' this is not acceptable. If you all are truly monitoring my report you will see I have been making progress with it and my scores surely would not be going down but up. Due to the foreign language each agent spoke, I ask if they were direct employees with Transunion or independently contractors customer service because of seeming to have limited information, options to assist and not knowledgeable of what is going on with my report. I then advised that I would file a complaint against them because of not being able to received any assistance or information or solution to Transunion taking away points with no real reason or evidence as to why. Agent stated she understand and said to have a good day.
4. I have attached a few screen shots from my XXXX XXXX account which indicate positive changes the impact my credit score to continue to increase.

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