Consumer complaint received 2019-12-14
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: UT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
Approximately 3 weeks ago I started a new account with XXXX XXXX XXXX XXXX a business account in order to get that business account stablished a credit report was run and I had a security freeze that I had to call in to get lifted with TransUnion. when they pulled up my credit report two ladies pulled up a report under an address in XXXX XXXX  XXXX XXXX in XXXX Arizona and said there was not enough credit history to be able to run security questions to lift my freeze a third lady helped me out and said that there were two reports on a different credit reports one showing XXXX Arizona and one showing XXXX XXXX XXXX Utah she pulled up the XXXX XXXX XXXX Utah one which is the correct one and was able to verify my identity through questions and successfully removed the security freeze and updated my PIN to the security freeze which should have been XXXX I verified this information multiple times wrote it down in three different spots that my security pin was thatnow over the past few days I've been trying to switch my XXXX  XXXX XXXX account to an XXXX  XXXX XXXX first Responders firstnet accountand in order to do so they have to run yet another credit check when they use TransUnion and so during this process I called in and tried to lift the security freeze permanently and my PIN number was not working and so I talk to customer service and now every agent tells me that there is no credit history to run security questions to reset my PIN and my credit history is 17 years old and I pulled my credit through XXXX  XXXX  and others and they are able to pull my credit without any issue and it shows my whole credit history there XXXX  XXXX XXXX can run verification questions under my credit but they still require the report to be fully unlocked I have tried to resolve this was TransUnion they keep saying I have to send in a letter but this needs to be accomplished within the next few days multiple reasons for that first of all a recent doctor 's diagnosis I don't have time to wait for letters to come in the mail I have to get this credit unlocked so I can be able to get a power of attorney taken care of and things taken care of for my family to handle my accounts but before that since it is XXXX  time I am trying to get things established so my family my mom and a couple others are going to be part of my phone plan and I'm going to surprise them with some new phones but unfortunately and tell that credits are all releases the credit the security freeze which they are putting me through a bunch of XXXX  to try to do when I verify multiple times that my credit report is existing 17 years and my security pin is indeed the one that they told me and it worked a couple times within the last few weeks and now it's not working suddenly so now I want this resolved and my phone number is XXXX XXXX XXXX now a bigger problem is occurring with this company that I've tried to resolve over the past 11 months they give you the option to secure your credit profile or unsecured it online yeah it for the past 11 months every other day I go in to check to see if I can access it and it brings up the same message that their system is down for 11 months every other day and they said that it should be fixed soon every time I call them they said it will be fixed soon in a day or two well now I could have had my report unlocked is easiest logging into their app or going online but they have not fixed it in 11 months therefore I want to file a complaint against them on that side of things to every other credit union allows me to login on their system is down for 11 months therefore I do intend to go civilly against them especially since I paid for their products and I can't access their systems and they said it's because their system is down so I want them to reimburse me for the eight months of XXXX that I've paid them

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