Consumer complaint received 2015-09-01
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: AZ
Product: Credit reporting
Issue: Unable to get credit report/credit score
Sub-issue: Problem getting my free annual report

Complaint:
Hello team, I came to US few years back and have started using credit cards since then. I have been using XXXX every year to review my credit reports without any issues. 

In XXXX 2014, I was retrieving copies of credit reports for the year. It worked for the XXXX and XXXX, but erred out with Transunion. 
Following is the error message I got : We are unable to complete your requestWhat happened : Unfortunately, your request can not be fulfilled online at this time, based upon the data provided. 
What to do : To request your Free Annual Credit Report by phone, please call ( XXXX ) XXXX. 
Alternately, to request your Free Annual Credit Report by mail, return to XXXXXXXXto download the request form. 

When I called the number provided, I ended up in selecting the option for getting the report by mail. However I followed up with Transunion to check what was the issue. But they did n't help since the free annual report was already sent. 

This year, I tried to obtain the annual reports again. Unfortunately, I saw the exact same error while getting Transunion report. The other XXXX bureau reports are working fine without any challenges. I immediately contacted Transunion customer service ( XXXX ) and explained them the problem. 

They just transferred me to another department ( XXXX ) called - " Transunion interactive '' which deals with their website ( I believe ). The representative told me that they are seeing error number XXXX while pulling my report, which is usually seen because of multiple profiles getting created for the same SSN or usage of multiple names etc. He asked me to contact " Transunion customer relations '' number ( XXXX ) and have them fix the data on my report. 

On contacting the consumer relations, I was surprised to hear that my Transunion profile/ report did n't have any issues, and so they do n't see anything to update. 
They asked me to contact the interactive team again with the confirmation that nothing is wrong with my report. 

Even after having such confirmation from Customer relations, the Interactive team kept on pushing back saying that they ca n't do anything about it. I contacted both these teams few more times, but was just getting transferred between their teams. They never agreed to come on a single call, which might have fixed the issue. I have even talked to supervisors from both the teams, and also talked to few folks from " Special handling '' department, but no one could tell me what the actual issue was. I have n't got a resolution so far. 

For now, I have asked them to send me a physical copy. But I my preference was to get an online copies because I think online copy is more secure and easy to manage. 

I need your help so that someone from Transunion can really look into the issue and resolve it so that I can use the online credit report like everyone else. 

Regards,

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief