Consumer complaint received 2018-11-29
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I attempted to set up a FCRA credit freeze with Transunion by going to their web site https : //www.transunion.com/credit-freeze, which directed me to a form at XXXX XXXX XXXX XXXX repeatedly filling in this form, even using different web browsers, failed, with an error page coming up asking me to contact the company. 

( The exact message was : " We are sorry, but we are unable to fulfill your request at this time. If the problem persists, please contact our Website Access Support team at XXXX '' ; I have attached a screenshot of this page. ) I had no difficulty helping my wife fill in the same form and get her credit frozen, so it appeared to be something wrong on Transunion 's end. I called the phone number at about XXXX on Thursday, XX/XX/2018 and got a completely unhelpful person who told me to do things like clearing my browser cache and to try another browser ( which I already had done. ) I then asked to speak to their supervisor, which they initially resisted doing until I insisted repeatedly. 

Around XXXX I was finally transferred to " XXXX '' ( who later told me his employee ID was XXXX and otherwise wouldn't give me any information about himself. ) XXXX told me that he had no access to any sort of tech support people and was basically unable to assist me further. He informed me that I could try sending a screenshot of the failure page to XXXX but he couldn't say whether or not this would result in anything positive occurring. 

He suggested I could also try using the Transunion credit freeze app. I immediately brought up the web page describing it on XXXX 's XXXX store. The app has a rating of 1.6 of 5 stars, and has descriptions from users like this : " Doesnt work Would be nice if this app actually worked. I downloaded it almost three weeks ago and it still says the service is unavailable and to check back later. I even called the number listed in the app and I got some customer service office overseas and they told me I wasnt even signed up. When I go through the signup process it tells me Im already signed up. From what I can tell a lot of users are having the same issue and no response from Transunion. '' See : XXXX XXXX XXXX XXXX XXXX XXXX Having read those descriptions, I then declined to download the app, since it looked like it would not be particularly productive. 

He then offered to transfer me to Transunion 's " Consumer Relations ''  department at XXXX XXXX XXXX for them to check if anything was wrong with my account that had been preventing me from using the credit freeze page. I allowed myself to be transferred to that department, which around XXXX indicated nothing was wrong with my account. They had little more to offer in the way of help, though they did suggest I could call another department that handled credit monitoring. Having spent most of an hour on the phone, I decided it might be a good idea to file a complaint.

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