Consumer complaint received 2021-12-07
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem canceling credit monitoring or identify theft protection service

Complaint:
On the evening of XX/XX/2021, I wanted to check my credit report with XXXX, XXXX, and TransUnion on their websites. I have not done this before, yet the first XXXX services caused no issue. 

My issue is with TransUnion. The TransUnion website is purposed designed to be misleading in order to trick the user into paying money by accident. When clicking on " Get Your Score '' the user is led to first provide personal information such as name, address, and SSN, then create an account, and then enter credit card details ; the text and layout of the page suggests that the information being collected is simply to verify your identity. Even if I was to be charged, I expected a " Confirm your order '' type of page which shows the amount about to be charged before the card is actually charged, just like literally every other online purchase I have ever made. Bear in mind that I had no intention of paying anything, I just wanted my free credit report. After entering card details, the button below was labelled " Next Page '' or something to that effect, instead of " Purchase. '' When I clicked that button, I was astonished to learn that I immediately was charged {$24.00} ; not only had I not known that I was going be to be charged this amount, but I did not expect that I was even purchasing anything all at on this website! I'm actually still not sure what I even paid for. After that, I immediately tried to undo/cancel the transaction on the website which of course isn't an option, so I tried to call but TransUnion 's offices were closed. I know I call the right number because a robot responded to tell me that it was TransUnion 's line and they were closed. So an hour ago ( Tuesday, XX/XX/2021 at XXXX PM XXXX, which is within their stated buisness hours ), I tried to call again and their line basically rung forever with no answer. I tried XXXX minutes after that and still no result. Note that the number I used is found here : https : //membership.tui.transunion.com/tucm/support.page Afterwards, I went to check out the website in a different browser and realized when signing up there is a banner with smaller font than most of the text hidden off to the side that is purposely disguised like some kind of internet banner advertisement and hidden between XXXX other banners which shows the XXXX $ fee. Even seeing it, it can easily be mistaken for an optional service that can be declined because it is so out of the way and TransUnion supposedly offers free credit reports. It should also be noted that the payment is actually a monthly recurring subscription to further take advantage of unaware buyers. 

I'm very disappointed with TransUnion. I have never accidentally bought something online before and I consider this a scam. I would like reimbursment.

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 monetary relief