Consumer complaint received 2019-05-20
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NV
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:
On or before XX/XX/XXXX XXXX XXXX XXXX offered free Credit Report Statements in connection with a XXXX XXXX XXXX.

I signed up and noted the online form would not accept my PO Box as mailing address, saying it required a street address. We have no mail delivery in this rural area.

I called XXXX and thought the account access problem was solved.

It was not.

I have repeatedly tried to sign-in and gotten messages indicating the password is incorrect. When I use the password recovery procedure with social security and XXXX  account number, it consistently returns the same message : " Please try again later.

This is a temporary issue, so it should work again in 30 to 60 minutes. If youre still having trouble, please give us a call.

TransUnion powers XXXX XXXX XXXX, and you can contact their customer service representatives Monday through Friday, from XXXX XXXX XXXX XXXX XXXX ET at XXXX. '' Apparently XXXX contracted with TransUnion to provide the free credit check report service.

Calling that number resulted in some of the poorest customer service experience ever received.

The first person who answered for TransUnion did not give her name on XX/XX/XXXX at XXXX XXXX. When repeatedly asked for her name she said spoke in an accent I could not understand. I asked her to spell her name and she hesitated. It turned out to be 'XXXX '. When I told her I was calling to recover access to XXXX XXXX XXXX, she put me on hold for 8 minutes with annoying music and no option to cancel it.

Then 'XXXX ' answered with an soft voice and accent that was difficult to understand.

She did not say what company or department she worked for.

XXXX  asked for my name, social security, DOB, Mailing Address to identify me.

When I told her about the mailing address/street address software problem with XXXX XXXX XXXX and TransUnion, she did not know what to say except that she would have to transfer me to someone else. She kept on repeating she was 'Here to help ' and I told her she was not helping, since all I wanted was my account access, not a runaround being repeatedly put on hold. She put me on hold and after 6 minutes of blaring music louder than her voice I hung up.

I seriously wonder if this is the kind of poor service XXXX and TransUnion CEOs XXXX XXXX and XXXX XXXX XXXX want their customers to have.

They are losing valuable relationships, goodwill and business referrals by putting customers through this ordeal without Corporate accountability.

That's why I called XXXX at CFPB to file a complaint and get help making XXXX XXXX XXXX and TransUnion provide the service they promised.

I noted that TransUnion paid {$17.00} M fines and restitution for Credit Report problems they created.

How about it CFPB?

Appreciate your help getting better service.

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