Consumer complaint received 2015-05-05
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NJ
Product: Credit reporting
Issue: Credit monitoring or identity protection
Sub-issue: Billing dispute

Complaint:
I received a letter from Trans Union stating that my credit monitoring service was canceled because they were unable to access my bank account information for payment. The letter was dated XXXX XXXX, 2015 and it arrived on or about XXXX XXXX. I knew there was a problem because my bank ( XXXX XXXX XXXX ) had posted a payment on XXXX XXXX, 2015 in the amount of {$11.00}. I meant to call and ask earlier in the month about the {$2.00} increase but I did n't get a chance. However, when I received the letter I knew I had to follow up. In the letter it states the time and dates to call, I called on Saturday, XXXX XXXX and spoke with XXXX and he said I would have to speak with the enrollment department on Monday between XXXX XXXX PT and he gave me a different number to call XXXX. I expressed my concerns to him and called on Monday, XXXX XXXX, 2015 and spoke with XXXX. I gave her all of my identification information and explained why I was calling. I thought it was a simple misunderstanding and I told her that I had my XXXX XXXX XXXX statement and I could email or fax them the document to review and determine the problem. That would not work for her, the system said they tried to process the charge on the XXXX and they could not do so and that is why my account was canceled. There was no meeting of the minds and I asked for a supervisor and XXXX came on the phone. He was n't any better and I became very frustrated with him too. I understood what they were seeing, but no one wanted to take a moment to look at what I 'm seeing ( my XXXX XXXX XXXX Statement ). I had no expectations that this would be resolved in XXXX phone, I thought the logical approach would be to gather all the information and for someone from Trans Union to review and call me back. This was not be, he said he would transfer me to the billing department since he was in disputes and only the billing department could resolve this issue. I was transferred to a very arrogant person by the name of XXXX in the Escalation department who informed me in no uncertain terms, Trans Union does not have a billing department and his department resolves all of these issues. We did n't hit it off, but he said something that gave me pause for hope, if he could get my current debit card number he could determine if a different account or someone else was billed to my account. I gave him my debit number, he asked me to hold for 2 minutes, came back on the line again, asked me to hold another minute longer and then the line went dead, either he hit the wrong button or simply hung up, I do not know but he was gone with my debit card number. I tried numerous times to call him back, speaking with XXXX, who said she could see that I was in contact with the Escalation department and would transfer me back. Did n't happen I ended up with XXXX in Customer Service, who said he would transfer me to the department instead I received a message that this line is not in service, hang up and dial again. I tried that XXXX number XXXX more times with no success. I decided to try the original XXXX listed on the letter and I reached XXXX who for identification purposes asked me to list all of my previous employers, when I asked how many, she said all. This is by and large the most arrogant group I have ever encountered and at the top of the list is XXXX, XXXX and XXXX, they were horrible. I had a minor billing issue that became a major ugly dispute simply because no one wanted to see what I had in my possession. I contacted my bank and asked them to put the {$11.00} in dispute and told them that Trans Union is unauthorized to collect from any of my accounts. Furthermore, I canceled the debit card number that I gave to XXXX over the phone and placed a security freeze with all three credit reporting agencies. I believe they are playing a shell game and I do not trust them.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation