Consumer complaint received 2025-05-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NE

Complaint narrative:
This is a complaint against TransUnion business practices, but I'm starting from the beginning with this issue, so please bear with me while I describe the entire situation. 
-On XXXX XXXX XXXX XXXXXX/XX/year> at XXXXXXXX XXXX, I received a text message from my XXXX XXXX XXXX  card asking if I was aware of a recent transaction on my card. I hadn't done the transaction and replied " NO ''. 
-That same evening, after receiving the text message, I signed into my online account and saw that there were XXXX transaction successfully completed before the one that triggered the fraud alert, so my account was definitely compromise. 
-On XXXX evening, XX/XX/year> at XXXX after work, I called XXXX XXXX XXXX and was on the phone for XXXX XXXX with they security representative disputing the fraudulent activity and providing all the details they requested. During this call I learned that somebody had called into the XXXX XXXX XXXX customer service on the XXXX and 1 ) requested a payment of {$1000.00} be made from my checking account on file and also requested a credit limit increase. Based on this information, it appeared that whoever was perpetrating the fraud had enough person information to pass the security check so i figured I would take the time to lock my credit report with the credit reporting agencies. 
-At the same time I was working with XXXX  XXXX XXXX XXXX security representative, I went online and successfully froze my XXXX  credit report using a service I pay for called XXXX XXXX. I then signed into Experian IdentityWork, a service I have for free from a past data breach, and froze my XXXX  credit report. 
-Finally, I have never engaged with TransUnion so I went to their website and it said that in order to freeze my credit report I would need to sign up for a free account. So, this same evening, I started the process of setting up a free account. After all my information was entered I received an OTP and entered the code and it says " Locked Account - At this time, we are unable to let you access the TransUnion XXXX XXXX XXXX. For assistance, please contact the Website Access Support team at XXXX. Our support team is available XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. '' Since the call with XXXX XXXX XXXX XXXX didn't end until after XXXX CT ( XXXX XXXX ) so I was going to have to call them after work on Thursday, XX/XX/XXXX. Just noting, so far this is a bad TransUnion experience that only gets worse from here. 
-Thursday, XX/XX/year> at XXXX XXXX  ( XXXX ET ), I call XXXX. I'm go thru the XXXX prompts for all the security information and am connected with a call center out of foreign country. I provide the necessary additional security information and explain the current situation : I successfully established new credentials for signing into TransUnion to freeze my credit report, but when I attempt to sign in it says the account is locked. After a XXXX minute hold I'm told this new account is locked ( I already knew this from trying to sign into the website ) and it can never be accessed. I was told I could get a free copy of my credit report and they said they could freeze my credit report on my behalf over the phone, but I could never sign in to free it through the account I just setup the night before and they could not provide an explanation for why. After request addition information they didn't not have available, I asked how this could be resolved and was told there was no path to resolution. At this point I requested the call be escalated to the next level so I could get an explanation and resolution to this issue. 
-I was transferred to " a supervisor '' from the same foreign country and after providing the security information and re-explaining the situation, I was put on hold for XXXX more minutes after which I was once again advised that the account was locked ( I already knew this from trying to sign into the website ), it could never be accessed, and they could freeze my credit report over the phone. This time when I asked " why '', they said I was a victim of a previous identity theft ( I am not ) and so TransUnion has determined I will never be eligible to sign into their website to freeze my credit, and have confirmed there is no path to resolution. Further, this issue could be escalated no further and ends at the " supervisor '' level. 
This was a complete waste of time for an unsubstantiated issue and TransUnion was not helpful with the issue at all. There service has some serious flaws that need to be address. They took what should be a very standard and convenient process, and turned it into an absolute nightmare with no assistance to resolve. I have never formally engaged TransUnion for any past issue until XX/XX/year> so their ID theft explanation doesn't make sense and I'm not sure why they've actually decided to lock me out of their service indefinitely, but this is unfair treatment that needs to be provided if they are going to compile information and report about me.

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