Consumer complaint received 2017-03-28
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MI
Product: Credit reporting
Issue: Unable to get credit report/credit score
Sub-issue: Problem getting my free annual report

Complaint:
On XX/XX/2017, I attempted to pull my annual credit report from TransUnion through the " annualcreditreport.com '' website. After filling out the form, I received the message, " Unable to Complete Your Request ''. Beyond that statement I was not given any other information for why I was receiving this message. Additionally, I was not given any contact information to understand what this message meant, let alone a source that I could contact to try and get this problem fix. As you can imagine, after receiving a message like this, I searched the rest of the website for some kind of help. The only thing I was able to eventually find was an online form. No phone number, no email, just a form. Well, I filled out the form, hoping, that someone could help me. They never responded. 
I figure since " annualcreditreport.com '', is sponsor by the XXXX credit bureaus that I would contact TransUnion directly to discuss the matter with them, since they were the ones that the report was not coming up for in the first place. It should be noted that the other reports for the other credit reporting agencies were in fact coming up, just not TransUnion. Well after spending several hours on the phone talking to 6 different individuals at Transunion, I was no closer to getting a single question I was asking, answered. Transunion claims that I can get it online, but when I told them of the message I was getting, they simply told me to contact another number within TransUnion. When I told them I had already contact that number and spoke to an individual within that department, they play stupid and told me they could n't help me. Additionally, during some of the conversations that occurred with those six individuals, some of them alluded to some kind of reason for why I was not able to obtain my report, but when I asked them to clarify, or specify, or confirm what the exact issue was, they would, either, not say, or would tell me to contact some other department to get the details. When I did so, the only thing they told me was that I should contact the department I was just on the phone with before them. It was a complete run around. When I asked them why other external organizations are able to obtain my credit report, and I ca n't, and I am the one the report is about, they did n't have an answer for that either. When I asked to speak to a supervisor or to elevate this matter, they were of no help either. If that was n't enough, during this back and forth calls that were going on, some of the messages that I would get from one person would contradict what messages I would get from the other individuals who I had talked to. 
At the end of the day, TransUnion is not fulfilling their obligation to provide a credit report online. At the very least their employees are incompetent, unable to answer the most simplest of questions. Additionally, I suspect based on phone calls that occurred here today and the conflicting messages that I received, that some of them are lying through their teeth. I request that the CFPB investigate TransUnion shady practices.

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