Consumer complaint received 2015-04-10
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NJ
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: Inadequate help over the phone

Complaint:
XXXXTransUnion has been ineffective and frustrating to deal with for the most part on account of the fact that this major national credit bureau seems to employ incompetent customer service agents who are either inadequately trained or lack the requisite skills to take on the role in their respective functional departments. Calling into their customer service department can definitely make you fly off the handle inadvertently no matter how patient or level-headed you could be at the outset of each agent interface because the agents on the phone can not seem to exercise their due diligence duties to follow up on certain requests initiated either over the phone or online. I have had the misfortune of having to call into the Consumer Contact Department at Transunion several times and on XXXX occasion, I was put on hold for thirty minutes without getting transferred to a live supervisor. Worse yet, I had the extra stress of having spoken to supervisors who either gave me the wrong information or could not transfer me to a particular department. I was able to talk to a Social Media Manager on XXXX occasions today and this supervisor even apologized for having given me the wrong information which she attempted to compensate for by giving me the number to the Online Access Department that ended up hanging up on me after I politely requested to be transferred to a Supervisor on duty. The conflicting pieces of information I was given over the phone threw me for a loop so much that I attempted to contact the Social Media Manager in XXXX XXXX, PA who wound up apologizing to me after giving me the wrong information about being able to access my file on the TransUnion XXXX Division website despite the fact that a dispute is in progress. I then attempted to call the TransUnion Consumer Contact Department ( XXXX ) and I conferenced the call in to get the Supervisor to hear how incompetent and unskilled some of the agents could be. I even went on to state that I received a letter in the mail concerning the results of a certain investigation and I was somewhat completely thrown off by some derogatory information on my file that was supposed to have been removed from my file in XXXX 2015. If that letter was sent out on XXXX XXXX and the Transunion system is supposed to automatically delete derogatory information that is scheduled for deletion, then Transunion failed miserably in the technical department because either its system glitched up or a certain department did not exercise its due diligence duties since some information that was supposed to have been deleted is still in the system. I took this up with the Social Media Manager at Transunion XXXX XXXX ) and I was given a roundabout explanation as to such failure punctuated by an apology for having passed on misleading information concerning online account access while a dispute is pending along with the number for the Online Support Department ( XXXX ) under the impression that I would be given access to my consumer file online.To make matters worse, I have spoken to a Consumer Contact supervisor who gave me the website for uploading documents that is either nonexistent or unavailable ( which the Social Media Manager said is unacceptable ) as well as a Supervisor who can not transfer me to a certain department I politely requested to transferred to. The bottom line is that in light of the misleading information and the incompetence and lack of due diligence exemplified by the agents I spoke with in the Consumer Contact Department, this has somehow considerably diminished my confidence and trust in the manner with which Transunion handles consumer accounts. It 's such a shame for a major national credit bureau and of all the XXXX, Transunion is the worst.

Company response to consumer: Closed with explanation