Consumer complaint received 2023-02-17
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
On XX/XX/XXXX I called Transunion to lift a credit freeze so that I can purchase a vehicle. I tried doing it online myself but the website stated my freeze status was unavailable and to call Transunion directly so thats what I did. When I spoke to a representative, they stated that my freeze was lifted once I answered all the security questions. That financial company in which I am trying to purchase my vehicle from kept stating that my freeze was still active and it was blocked. I even would get notifications from XXXX XXXX and TransUnion telling me a creditor has tried to pull my credit report but it has been blocked because my security freeze. I called Trans Union again for them to lift it and they said that it was after a while I became frustrated and just left it alone however being that I am in dire need of a car I tried again to get my lift my credit report XX/XX/XXXX. I did it through the automated system and the automated system stated that my credit freeze has been lifted. I go back to the financial company to run my credit again so I can purchase a car. I ran into the same issue. My credit report is still frozen. Today which is XX/XX/XXXX, I called Trans Union a total of six times today about my credit freeze the first three times, a rep stated my credit freeze was lifted yet the finance company still is being blocked. The fourth through six time I spoke to Trans Union, they said my file was being handled by a special department and that they can not check my credit report. I got transfer to the special department for the first time the rep stated that they left my credit freeze after authenticate in my account. Yet Im still having issues with my credit being frozen. I asked him why was my file sent to a special department they wont tell me. I asked to speak to a supervisor and still cant get the assistance I need. I then go on the website to try to pay for a paid membership. The money came out my account, however, according to the website they say my card was invalid. I called Trans Union back and they stated that my membership was canceled and they refunded my money. I asked them why did they cancel my membership and refund my money. They cant give me an answer. As of right now I do not have my money back. I do not know whats going on with my Trans Union credit report and thus far nobody has helped me. I need to be able to have full access to my credit report at all time. That is my right. If something is wrong they need to let me know. Being that I can not get my TransUnion report unfrozen for the moment I can not purchase me a vehicle at a particular finance company that I am trying to use to get my car because of the frozen credit report. This particular finance company pulls from TransUnion. I need this taken care of immediately I verified and authenticated my account on several occasions so I dont get what the issue is and cant nobody tell me why.

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