Consumer complaint received 2020-01-11
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Didn't receive services that were advertised

Complaint:
On Saturday, XX/XX/2020 at XXXX EST, I placed a call to Transunion at XXXX, the Tech Support Line advertised under " Talk to an Expert '' here : https : //www.transunion.com/customer-support/support-options This same web site also states that Tech Support is open Sat-Sun XXXX to XXXX EST. 

I called Tech Support because while trying to submit a dispute online, I was unable to get to Step 2 in the Dispute Center. I  was able to complete Step 1 ( What Would You Like to Dispute ) by selecting " Account '' and then " Continue to Step 2. '' However, the Step 2 page is essentially blank. It lists no information on what that step is. It only has two un-clickable tabs Dispute Process and Dispute FAQs and then other tabs ( Support, Privacy, etc. ). There is nothing to complete on the Step 2 page and all I can do is go back or exit the dispute center. 

I explained this to the representative I reached and she said she had to connect me elsewhere. She put me on hold, a message played about the dispute process, and then I was automatically put on hold again and then the system said it can not connect me to anyone and hung up on me. 

I called the same number at XXXX EST the same day ( 3 min later ) and a male representative told me after I explained the situation that I needed to create a new account. I explained I already created an account, which is what I used to log-in in order to submit a dispute ( you can not submit a dispute without logging in ). He said I need to go to a different web site. I said I was on the Transunion web site. He said there are different " doors '' to the " house '' of Transunion. He gave me the website dispute.transunion.com and then click Start Dispute, which took me to the same log-in page I'd already used, which I told him. He said I needed to create a different account with a different username, password, and security question. I said it doesn't make sense I would have to create a different account with different log-in credentials just to submit a dispute. Moreover, I told him the page he directed me to says under " Create an Account '' " One login for your personal credit report, score, and more. '' He said I have to create different credentials. 

So I did as he instructed and the system spit back that it is unable to complete my request. Specifically it said " Unfortunately, your request can not be fulfilled online at this time, based upon the data provided. '' It told me to file a dispute over the phone or by mail. He put me on hold and came back and said that's what I have to do. I said this makes zero sense to have me create a different set of credentials when I can access the dispute center fine under my current credentials. I've tried two different browsers and I have the same issue of not being able to get to Step 2 in the dispute center. He said he's only " customer support '' and that he's not tech support. I said I called the tech support number listed on the web site ( see my reference above ) and it is before XXXX EST ( it was approx. XXXX at this point ). He kept repeating he's not tech support. I asked to be transferred to tech support. He said ok and put me on hold. Then he came back and said he can't and couldn't provide an explanation. I said I would file a complaint with the CFPB and hung up.

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