Consumer complaint received 2017-09-26
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: OK
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 XXXX XXXX, 2017, in my presence and at my request, my daughter obtained my free annual credit report from XXXX and XXXX, using the website annualcreditreport.com. On completing the same steps and information to produce my credit report from Transunion the result was this message : " Welcome, XXXX XXXX Help Unable to Complete Your Request Please order by phone or mail What happened : Unfortunately, your request can not be fulfilled online at this time. 
What to do : To request your Free Annual Credit Report by phone, please call ( XXXX XXXX XXXX. 
Alternately, to request your Free Annual Credit Report by mail, return to annualcreditreport.com to download the request form.
2017 TransUnion LLC. All Rights Reserved. 
TransUnion.com Privacy Policy Terms of Use. '' Also on XXXXX17 my daughter successfully assisted my wife in obtaining her free annual credit reports on-line from all the three major credit reporting agencies. 

Today, XXXX XXXX, 2017, I attempted to obtain my credit report from Transunion on the same site and got the same result as my daughter did, shown above. At that time I called the phone number for Customer Support given on the Transunion site, XXXX. When an agent came on the phone line I explained what had taken place, including my report being able to be produced from the annualcreditreport.com site for the other two agencies, and that my wifes report was produced for all three agencies. An important point here is that my wife and I have co-mingled finances, sharing the same checking account, investment account and credit cards, with each of us being the primary card holder for one of two card accounts. We are both listed on all of our other accounts with privileges to discuss the accounts and make transactions. 

The first agent I spoke with at Transunion said he could not tell why I received the message above, rather than my report being produced. He said I would have to order the report to be mailed via USPS. I explained that we chose to request the reports on-line because, despite the risks on-line, we also have a real risk of our mail being put into the wrong XXXX XXXX at our local post office, where we receive all of our mail. We in fact have had mail, including a financial document, put into a XXXX XXXX that was near ours. That happens often enough that the Post Office has a slot for Mis-boxed mail, with the intent and hope that everyone receiving someone elses mail will be honest enough to put that mail into the Mis-boxed slot, preferably unopened. 

The agent gave me another number for Transunion On-line Customer Support and said I would have to call that number to try to get an explanation of why my report could not be obtained on-line. I called that number and was given the same answer, that the agent could not explain why my Transunion report could not be obtained on-line, even though my wifes report was obtained. The agent also said neither she, nor anyone in Customer Support, have access to Transunion IT personnel who might address and correct the issue. At my insistence the agent finally agreed to connect me with a supervisor, though all I got was a busy signal. I called back and eventually was connected with a supervisor who also could not or would not explain why I could not get my Transunion report on-line, and that she also could not speak with anyone in technical support about an on-line problem. Further, the supervisor suggested that perhaps both my daughter and I did not enter my information correctly or made some other error of input or procedure in trying to obtain my report. She, and a subsequent agent, apparently did not believe me that my daughter was able to obtain three reports for my wife, and two for me, indicating that she did know the correct information and how to input it. My daughter had also made two attempts to get my report, with the same result. Considering that my daughter was a XXXX XXXX in a highly respected accounting program at a major US university, had a XXXX in her XXXX in accounting and high scores on her XXXX exams while working full-time, it is doubtful that the problem was due to her error. I hold a XXXX degree and ran my own XXXX XXXX XXXX for 28 years. Both my daughter and I know to check our own work, which we did. 

As such, I dont value the suggestion from Transunion that both my daughter and I are not competent enough to complete the process correctly and accurately, while Transunion personnel apparently are neither willing, authorized or able to determine the cause of the resulting message above, rather than my Transunion report being produced. 

Summary : 1. in three correct attempts to produce my free annual credit report on-line from Transunion , the result was the same message shown above ; 2. Transunion personnel appear to be unable to explain why the above result happened three times, unauthorized and perhaps untrained to do anything about this problem, other than suggest the problem is entirely due to the consumers on-line input error ( s ) ; 3. Transunion personnel made no offer to relay this problem to higher levels or appropriate departments in their organization.

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