Consumer complaint received 2024-08-28 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: MD

Complaint narrative:
One picture being worth a thousand words, here is a transcript of my monologue with TransUnion so far ( it is now XXXXXXXX XXXX, and this ordeal began before the chat, when I tried to perform the simple ( on the other Bureaus ' websites ) transaction of temporarily unfreezing my credit, so that I might obtain a mortgage prequalification from my credit union. They can't process two out of three -- it has to be all three. 

One moment while I transfer you to a live agent. 
XXXX XXXX  TransUnion Chat - XXXXXXXX XXXX Thank you for your patience. Due to higher than usual volume, your estimated wait time is 46 minutes. An agent will be available to assist you as soon as possible. Did you know you can get answers to most questions and complete requests such as Freeze & Unfreeze Credit, Dispute Credit Report and more by logging into our self service portal? Please click here for more information XXXX XXXX XXXX XXXXXXXX XXXX - XXXXXXXX XXXX This is and always has been by far the worst of the three credit bureaus! Just trying to temporaily unfreeze my credit is an ordeal. 
The website sends me to customer service. Customer service 's bot tells me to go to the website. 
Meanwhile, your horrible, tinny music is drowning out the news while I'm on terminal hold on the telephone, waiting for SOME KIND of PROMPT CUSTOMER SERVICE!! 
You - XXXXXXXX XXXX I know that's not the fault of whoever is answering this, but I hope your " management '' is seeing this, " for training purposes ''! THEY'RE THE ONES IN NEED OF TRAINING!! 
I LOGGED INTO YOUR " CUSTOMER SERVICE PORTAL '' -- that's what sent me to your EQUALLY USELESS telephone number. Why is a simple action that takes seconds on the other two bureau sites always torment, on yours?????? 
You - XXXXXXXX XXXX This is the message on the website XXXX XXXX XXXX XXXX XXXX, under the tab " Credit Freeze '' : ______________________ " Sorry, we're having trouble showing the status of your credit freeze right now You can contact us during support hours via the live chat icon at the bottom of the screen, or by giving us a call at XXXX. Our support hours are Monday - Friday XXXX XXXX. - XXXX XXXX and Saturday - Sunday XXXX XXXX XXXX XXXX XXXX. XXXX XXXX. '' ______________________ Please note that there is no way to turn off their horrible, loud, tinny " music, '' which pauses intermittently only to tell me how " important '' my call is to them, and that there is still no response from " customer service '' ( chat ) on their website. 

This behavior is chronic, on TransUnion 's part, and needs to be addressed. Consumers have a right to prompt access to their credit accounts and reports, and this is a simple process that could be handled easily by the robots that substitute for competent human beings on their website. There is no excuse for a ( promised above ) " XXXX delay '' -- and this is NOT " customer service '' -- it's customer abuse.

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