Consumer complaint received 2020-10-05
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
In me and my husbands attempt to secure a mortgage authorization letter, I worked with a lender beginning on XX/XX/2020. On 5 occasions, 1 original applications and the 4 follow-up applications, the lender received notification from the credit bureaus ( XXXX, XXXX  and TransUnion ) with the messages that our credit are frozen and not available as show at the bottom of this communication. Two notifications came across our cell phones on the 5 times which we responded to the request to allow access to our lender. I've tried numerous times over the last 5 weeks to resolve this with the credit bureaus which is impossible as no agents are available through the VRUs to assist - especially with XXXX. 
We have probably 12 different numbers that we have tried with the 3 bureaus Working on- PRODUCT OR SERVICE Credit reporting, credit repair services, or other personal consumer reports TYPE Credit reporting ISSUE Problem with fraud alerts or security freezes HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? 
Yes XX/XX/2020 Complaint Print https : //complaint.consumerfinance.gov/submit-a-complaint/s/complaint-print? XXXX XXXX We have probably 12 different numbers that we have tried with the 3 bureaus. Working on line with our 3 credit bureau accounts for my husband and myself, we see that there is no credit freeze on all accounts, and no fraud-alerts on 2 bureaus ( Transunion and XXXX   ). 
XXXX doesn't allow fraud alert removals on-line. It was our thought process over all these weeks to remove all freeze and fraud alerts so facilitate the lenders ability to get to our credit data. We intend to put the freezes and fraud alerts back on the our 3 credit bureaus account when our lender successfully pulls the credit report data. This has left us exposed to fraud which is usually available through the credit bureaus in the meantime. We can't get anyone to help us with the 3 bureaus to even understand what the problems is. I sent registered letters to the 3 credit bureaus on XX/XX/2020 to ask them to remove all freezes. We are at a loss of how to get our credit information made available to our lender which is hampering our ability put an offer on a home. Sincerely, Consumer Referral Information XXXX  XXXX XXXX XXXX | XXXX XXXX XXXX   XXXX XXXX, GA XXXX | XXXX | XXXX TRANSUNION | XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX, PA XXXX | XXXX | HTTP :  //WWW.TRANSUNION.COM XXXX  XXXX | XXXX XXXX XXXX XXXX, TX XXXX | XXXX | XXXX Error : FROZEN BY CONSUMER AS ALLOWED BY STATE LAW. TO SSN DOB TRU Applicant Co-ApplicantINFILE REPORT : Page 2 of 3 OBTAIN ACCESS YOU MUST OBTAIN AUTHORIZATION FROM THE CONSUMER AND PROVIDE THE REQUIRED IDENTIFIER WITH YOUR Co-Applicant Error : CONSUMER REQUESTED SECURITY FREEZE ON CREDIT FILE - REPORT UNAVAILABLE

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