Consumer complaint received 2020-03-06
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: WA
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:
On Friday, XX/XX/XXXX, I met with my banker at XXXX XXXX 's XXXX XXXX ( XXXX ) to discuss the sudden and unexpected closure of my Home Equity Line of Credit ( HELOC ), which I was using in the process of selling my current home and buying another. At that time, the employee, XXXX XXXX, was unable to access my TransUnion credit score, although TransUnion was the agency that had flagged my account. 
On Friday afternoon, XX/XX/XXXX, I spoke to XXXX at TransUnion, who told me that I was locked out of my account due to an error code 219, which occurred because TransUnion still had my account merged with my ex-spouse 's account under my married name, despite my having been divorced for seven years. XXXX informed me that I would need to send at least two forms of documentation via US mail to TransUnion, and at that point, I would be able to access my account after it was unlocked within five business days. I immediately sent the documentation. 
In the interim, I had filed a dispute with XXXX  and XXXX  regarding the inaccurate information filed by XXXX and XXXX XXXX  that shut down my HELOC and caused my credit score to plummet 200 points from XXXX to XXXX according to those two credit agencies. However, I was unable to access my TransUnion account, so I was informed by an unnamed representative at that agency that I would need to file my report verbally, so I did so. 
After this time, TransUnion reported receiving my information on XX/XX/XXXX, so I called again five business days later when I still denied a copy of my credit report. I was told by XXXX XXXX on XX/XX/XXXX that I could not access my account while I had a dispute on file. I replied that I had no idea what this unnamed representative had actually filed because it was verbal, so I needed to see the contents of the report, as well as submit substantiating evidence. Ms. XXXX was unable to help me in this matter, and then referred me to the special handling department. 
I contacted XXXX XXXX in the special handling department on XX/XX/XXXX, who would neither give me my credit score nor my report. She told me that the only way I could send substantiating evidence at this time was to mail all documents to the same address I was directed to by XXXX nearly two weeks before. I have now done so, but have been told that I can neither see my credit score nor my report until after the dispute is settled on XX/XX/XXXX. 
I understand that it is my right as a consumer to see my credit score, especially when a reporting agency is responsible for having caused a denial of credit, a lockout of existing credit, extreme financial difficulties in buying and selling properties, and time lost from work because of their reporting. How can I fight what I can not see? 
I hope that you are able to help me with this extremely frustrating and time-consuming matter. 
With Thanks, 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 non-monetary relief