Consumer complaint received 2018-11-06
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: MI
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: Problem getting your free annual credit report

Complaint:
Problem with Transunion : I can not get a free report. 

History of the problem : For the first time in my life, on XX/XX/2018 I attempted to acquire all 3 major reports by checking each box of Transunion, XXXX, and XXXX  through the website XXXX XXXX XXXX. 

The data entry screen was filled out with the correct personal information. 

In the first 2 selections ( Transunion, XXXX  ), I got error messages and the reports were not generated. In the third case on this same multi-attempt, I received the XXXX   generated report in pdf form successfully. 

I contacted my credit card company to alert them I could not get the Transunion report. They told me to try again by filling out the form, as done before on XXXX XXXX XXXX On XX/XX/XXXX, I did this and again ... now the prompts state I have already received the report from Transunion, by selecting only their box on the entry screens. ( did not try XXXX ) I called Transunion twice on XX/XX/XXXX, in each case the representative walked me through the process online and the same message appeared, " unable to process ''. The first representative referred me to XXXX XXXX XXXX to set up my account to see the report. It was NOT as expected. It is an HTML, watered down version of a pdf / hardcopy report with little detail. In addition, its packed with subcription solicitations which are NOT free. 

The second representative walked me through again, and same result : I was locked out because it states I have already received the report I then spoke with a Transunion supervisor ( XXXX ) finally and he verifies that error codes are present based on my request attempts at their recommendation. However he is unable to do anything about it. and referred me to XXXX to request a hardcopy by mail. I did that. It requires 6-8 days. XXXX was useless in resolving my complaint. 

However, the root cause problem is the https : XXXX Website spitting error messages, which after one time of error messages, locks me out from receiving my free annual report. " XXXX '' is unable to explain why but bear in mind, my first attempt to procure the 3 credit reports had generated one successful report of the 3 ( XXXX ). 

Thoroughly disgusted with the process here. And will now have to wait 6-8 days to see if a hardcopy shows up in my USPS box. The problem at Transunion, they are all stuck in their departmental chimneys and won't learn about the customer problem, only they recite the pre-programmed rhetoric they are empowered to convey which still does nothing for me the customer.. 

I still have no report and it is a FEDERAL STATUTE that I am entitled to this information. Transunion as of today has not met the requirements of the law.. 

Assuming no mail hardcopy by at latest on XX/XX/XXXX, what is the recourse of action to take against Transunion, short of PAYING FOR IT? 

Next up : Attempt to get XXXX report. Wish me luck.

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