Consumer complaint received 2016-06-02 00:00:00
Product: Credit reporting — 
Issue: Credit monitoring or identity protection — Problem with fraud alerts
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NV

Complaint narrative:
TransUnion did place a security freeze on my consumer report and did not charge a fee for doing so. 

However, on or about XXXX XXXX, 2016, I attempted to request a temporary lift of my Security Freeze in order to reactivate FICO score monitoring, which was blocked due to the freeze. I first attempted to temporarily lift the Security Freeze on the TransUnion website at ( http : //www.transunion.com/freeze ). I was taken to the " Manage a State Security Freeze Online '' screen and asked to enter my Username and Password, which I did. I was then asked to confirm my current mailing address, which I did. After processing my information, I received the message, " We are not able to complete your request. We are not able to provide you with your online Personal Credit Report since it contains an open dispute currently under investigation.Once your dispute has been completed, your latest TransUnion Personal Credit Report, with the results of your dispute investigation, will be mailed to you. Please allow 5 to 7 days for postal mail delivery. '' First, I was not attempting to make a request to receive a copy of my credit report. Second, the fact that I have an open dispute with TransUnion about information contained in my file should not block me from temporarily lifting the security freeze which is in place. TransUnion is in violation of Nevada Revised Statute NRS 598C.350 [ Temporary release of consumer report upon request of consumer ], as the only requirements to temporarily release the freeze is that I provide sufficient identification to establish my identity, the PIN provided by TransUnion pursuant to NRS 598C.300 ( a ) ( 3 ). 

My next attempt by calling the TransUnion automated voice response system at XXXX to temporarily remove the freeze. After entering my personal identification information ( SSN, DOB, address, etc. ) and my security freeze PIN, I was advised by the automated system that I would be charged a fee to have the security freeze temporarily lifted. 

As I am a documented victim of identity theft, the information of which was previously provided to TransUnion and is available under the File Attachments here, pursuant to NRS 598C.320 ( 2 ) ( b ) [ Fees ], " A reporting agency may not charge a consumer the fee set forth in subsection XXXX to place a security freeze in his or her file, to temporarily release his or her consumer report for a specific period or to a specific person, or to remove a security freeze from his or her file if : the consumer is a victim of identity theft and the consumer submits, at the time the security freeze is requested, a valid copy of a police report, investigative report or complaint which the consumer has filed with a law enforcement agency regarding the unlawful use of the personal information of the consumer by another person. '' Said simply, TransUnion can not require me to pay a fee to temporarily lift the security freeze and are in violation of NRS 598C.320 ( 2 ) ( b ) for attempting to charge me a fee to do so. From its own website ( http : //www.transunion.com/credit-freeze/place-credit-freeze ), it states that for citizens of the State of Nevada who are Victims of Identity Theft, the fee to Add, Lift, or Remove a security freeze are correspondingly Free, Free, and Free. TransUnion can not, by statute, impose a fee for lifting the freeze while charging no fee for adding or removing one.

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