Consumer complaint received 2025-06-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA

Complaint narrative:
To the Consumer Financial Protection Bureau ( CFPB ) : Complaint Against : TransUnion Issue Start Date : Ongoing since XXXX  Nature of Complaint : Denial of Online Access to Credit File ; Inconsistent Fraud Response ; Obstruction of Dispute Rights Details of the Complaint : TransUnion has placed a permanent lock on my online portal access, citing a fraud concern froXXXX XXXX Since that time, they have refused to reinstate digital access to my consumer report, stating that I may only receive and communicate with them via U.S. mail. 
This method is both unreasonable and insecure. I reside in an apartment community with highly unreliable mail service, and mail is frequently delivered to incorrect boxes. Delivering sensitive credit information by postal mail under these conditions only increases my risk of identity theft or privacy breach. 
Additionally, when I inquired whether TransUnion locked my credit file in XXXX  to prevent potential fraud, they admitted they had not. So while they permanently blocked me, the consumer, from accessing my own report due to suspected fraud, they did not lock the file from third parties, leaving it exposed to the same potential fraud they claimed to be concerned about. This is illogical and contradictory. 
TransUnions refusal to allow me access through industry-standard online methods not only restricts my rights as a consumer, but also delays or blocks my ability to identify and dispute inaccuracies. This arbitrary and one-sided limitation places me at a disadvantage and puts me at ongoing risk.

Legal Violations : TransUnions conduct appears to violate multiple provisions of federal law : Fair Credit Reporting Act ( FCRA ) - 15 U.S.C. 1681g ( a ) : Consumers have a legal right to access their credit file. TransUnions blanket refusal to allow standard digital access violates this right without lawful justification or due process. 


FCRA - 15 U.S.C. 1681i ( a ) : I am entitled to dispute inaccuracies in my file and have those disputes resolved in a timely manner. Preventing me from accessing the online portal severely limits my ability to monitor and dispute credit report errors efficiently, which is not in compliance with the law.

Consumer Financial Protection Act ( CFPA ) - 12 U.S.C. 5531 : TransUnions permanent ban from digital access, while still allowing the credit file to remain open to third parties, constitutes an unfair and abusive practice. It is punitive to the consumer without offering adequate fraud protection in return. 



Requested Resolution : I am requesting that TransUnion : Immediately restore access to my online account and consumer report, using secure and verifiable identity procedures. 


Provide the same level of access that other consumers receive, including the ability to review, monitor, and dispute credit report information online. 


Review and revise their fraud response policies to ensure they are not blocking consumers from protecting themselves while simultaneously keeping their reports open to external activity. 


Postal-only communication is not secure in my situation and should not be the only channel available to access my federally protected consumer data. TransUnion 's policy is not only overly rigid, it fails to actually protect consumers from the fraud it purports to address. 

If Unresolved : If this matter is not addressed promptly, I intend to escalate the issue by filing additional complaints with the FTC, my state attorney general, and pursuing legal counsel to determine if TransUnions practices meet the standard for willful noncompliance under the FCRA.

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