Consumer complaint received 2023-11-16
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: VT
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
On XX/XX/XXXX, I created a TransUnion account ( online ) to subscribe to their monthly credit monitoring service. I noticed a few days later that my credit card was charged twice for the same product, i.e. TransUnion Report, Score, and XXXX XXXX XXXX XXXX. 

After checking my account, I saw that there were two orders when there should have been only one order, i.e. for a monthly credit monitoring subscription ; since I placed the order on XX/XX/XXXX, the first order was correct, i.e. for the subscription for the time period from XX/XX/XXXX thru XX/XX/XXXX. 

However, the second order showed a date range of XX/XX/XXXX - XX/XX/XXXX, which is clearly incorrect. 

At XXXXXXXX XXXX, XX/XX/XXXX, I tried, unsuccessfully, to chat online with TUs Customer Service; I then called the customer service number listed in the order confirmation from TransUnion : XXXX XXXX XXXX. After being placed on hold for over XXXX minutes, I spoke with XXXX. 

XXXX asked for the following information to look up my account : - my full name - both phone numbers ( landline and cell ) - my full social security number - the order numbers in question- my email address I gave XXXX all the above information, except my full SSN. I did provide the last four digits of my SSN. Despite all the information she now had, XXXX was not able to find my account and asked again for my full SSN. At XXXX, I asked to speak with XXXX supervisor, as I was getting extremely concerned that she was not able to find my account with all the information I had provided. 

XXXX refused to transfer me to a supervisor because, she claimed, she was not able to confirm my identity or find my account. When I argued that this was exactly the reason I needed to speak with a supervisor, she continued to ask for my SSN. I then decided that this conversation was not going anywhere and said goodbye. 

I then tried two other customer service numbers with TransUnion. Both times, after providing my ZIP code, I was disconnected.

It is extremely disconcerting that a credit monitoring company or one of its agents is not able to locate a customers information with all the details I provided and then, to make matters worse, refused to involve a supervisor. After all, the purpose of creating the TransUnion account was to monitor my credit card activity to prevent ID theft, so one would expect that TransUnion representatives would provide assistance when customers call to rectify issues with their accounts. Unless, of course, this specific person was not actually a TransUnion representative and Id unknowingly called a number associated with a fraudulent business. '' Either way, as someone who is concerned about her credit and possible ID theft, Im extremely worried now that so much of my personal data is being handled by TransUnion and that customer service representatives refuse to provide even the most basic assistance. 

After I emailed a complaint and request for a refund of {$29.00} to the customer service email address, I received an automated response, directing me to call their customer service number and speak with one of their skilled agents. 

I havent received the requested refund of {$29.00} for the second order my credit card was incorrectly charged with, nor have I received any other response from TransUnion. 

I've since cancelled the credit monitoring subscription with TU.

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