Consumer complaint received 2022-03-14
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: OH
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:
XXXX XXXX XXXX XXXX XXXX, Transunion XXXX XXXX XXXX XXXX PA XXXX Dear XXXX XXXX : Allow me to drop in from the real world for a moment. First, I have had a Transunion MyAccount for decades. Second, I am a credentialled professional who educates people in financial independence. Third, even with excellent microprocessing experience I am apparently no match for XXXX XXXX today. My main Transunion MyAccount was deactivated on XX/XX/XXXX. The entire episode is quite eye opening which is why I am contacting management. This involves disclosure to the client, the training of the customer service reps, and the entire user-facing portal experience with Transunion. Were at a different place in history right now and I think we would welcome seeing XXXX XXXX self-reflect and self-regulate. Only management can care enough to make that happen. We have other options for remedy but I would like to have your attention professional-to-professional. When you read my record of what happened I think you will see the errors in the Transunion customer experience. 
Here 's that chronology of what happened to MyAccount : XX/XX/XXXX I was at the Transunion website and signed on. I saw XXXX being offered with three levels the first one being a free access. It looked like a feature we could simply add but would prove to be more like a trap. Since I had questions, I called XXXX and spoke with XXXX. During this process, there were THREE ways to reach XXXX. One was linkage from the Transunion signed-on member website, another was the public Transunion website without signing on, and the third was the XXXX website. XXXX guided me to the XXXX website. At XXXX, I began to create a new account signon but it did not work. So, I tried my existing Transunion signon which also did not work. I had to call back and got XXXX who sent a temporary password but that did not work either. By this time, it was a mess. I was locked out of both my original Transunion and certainly had no TrueIdentity either. This is where my complaint concerning disclosure comes in. Your CSR people do not advise that by signing up for XXXX you will lose your original Transunion MyAccount nor does your website. Had I known that I would never had any interest in the XXXX. 
This is just the literal action on the ground. Back at the Board Room, theres a much greater meaning. The credit bureaus have two scoring products now of course. The game is to move people from FICO which is governed and needs to be offered for free, to the XXXX which can be a subscription with another set of add ons. I knew about the two systems but I did not suspect that Transunion was about to close the door behind me and lock me out of the traditional Transunion account. That needs to be clearly disclosed! I prefer the original MyAccount with Transunion and the FICO score. I had that account set with a freeze and an opt out which is exactly what I want. I am busy and have no time for any high-maintenance cyber involvements such as subscription-based entanglements. 
XX/XX/XXXX thru XX/XX/XXXX I tried calls to a series of Transunion published numbers. Why? Because my case was supposed to be escalated on XX/XX/XXXX and a call would come in within 5 days. This did not happen which is why I started calling Transunion on XX/XX/XXXX. Transunion had sent a letter, which is a good thing, in response to being locked out. It was an unrequested credit report and yet another phone number to call. All of these phone numbers published at the website or on this letter do NOT have Tech Support or Level 2 people who can actually solve problems. They are hopelessly scripted people with very limited access. Here are the phone numbers that were completely useless to me : XXXX, XXXX and XXXX. These all go to the same script, tech support is not offered on the phone tree and they spend enormous amounts of time trying to ID the person because they are using universal searches and are apparently not online with Transunion. How did this kind of customer service get past your Consumer Interactive guy? Its a waste of my time. When something is Level 2 and needs Tech Support it needs to be statused as such. At one point, I contacted Investor Relations and left a vm for them. Nothing. Total blockage for your client because you can do that in your metaverse. 
Lets establish something : I am a citizen. Real person. If you were in MY metaverse, would you like to be handled like this????? Would you like your financial person to fail to disclose? Would you like your banker to offer only Level 1 help? Would you like a whole series of phone numbers that all go through the same processor with the same dead end?

My final question is this and reason for the letter : would you be so kind as to have a REAL qualified person help me restore my traditional Transunion MyAccount? That is my data, I have had that account for decades and with proper disclosure from Transunion I would never have allowed it to deactivate by getting involved with TrueIdentity. Thank you. 
cc : XXXX XXXX XXXX XXXX

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