Consumer complaint received 2024-07-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: NY

Complaint narrative:
When I tried to log in on XX/XX/XXXX and XX/XX/XXXX, the site that came up in XXXX wouldnt accept my credentials. I called XXXX, and the representative directed me to a different site, service.TransUnion.com, to log in, but it doesnt come up with XXXX XXXX XXXX  to indicate its secure. The representative said I need to use my XXXX login name with the first letter capitalized on service.TransUnion.com and not my email address which the first login site asked for. The XXXX factor authorization code took a good XXXX minutes or so to arrive by email, but I was able to log in. However, everything is blank. When I tried to check the status of my credit freeze, it came up as unknown. When I tried to see my fraud alerts, the site said I should log out and try logging in again after a few minutes. That failed to work also. The most recent credit report generated within the last 30 days had no data. When I clicked on the prompt to create a new report, the wheel turned for over XXXX minutes without generating anything. I logged out, logged back in again, and got the same results : NOTHING! After retrying multiple times, and even changing my address of record from XXXX XXXX to XXXX XXXX, I called web support. They escalated my website problem and are mailing me a copy of my credit report to the XXXX XXXX address, which I got on XX/XX/XXXX. Im told XXXX get back to me by XX/XX/XXXX, but they didnt. Followed up with TransUnion on XX/XX/XXXX to make sure I can login and access my information. Still cant. Their tech support ended our chat because I failed to respond quickly enough while doing what they asked me to. But, it was impossible to do what they were asking because their website wasnt loading fast enough. Their system is wonky and slow, and the tech should have been patient. I cant enter information on web page that hasnt loaded, in spite of their thinking anyone can miraculously do that. Instead, they terminated the chat. They sent me a report by mail which was missing a lot of information. Does this matter? 

My credit report on XX/XX/XXXX was completely blank, didnt even have my name. Chat gave me case # XXXXXXXX XXXX will respond w/in XXXX hours, by XX/XX/XXXXXXXX XXXX  didnt respond on XX/XX/XXXX so I called this time, ( XXXX ) XXXX, and got a new case #, XXXX. XXXX gave me file # XXXX to make it easier for me to get help when transferred because each transfer results in a new case #. XXXX XXXX, the problem is that I have multiple credit files that need to be consolidated which will take XXXX business days. I tried to call ( XXXX ) XXXX on XX/XX/XXXX to give them file # XXXX to verify the consolidation was completed and was unsuccessful. Called again on XX/XX/XXXX and spoke to XXXX different agents. The second told me to call the XXXX XXXXXXXX XXXX  at XXXX where the agent told me to mail a letter with XXXX ) my full name and nickname, XXXX ) drivers license, XXXX XXXX XXXX XXXXXXXX & XXXX ) file number to TransUnion XXXX XXXX XXXX XXXX, PA XXXX I also included documentation that I live at XXXX different addresses. I copied the revolving credit card bills that show XXXX XXXX. Sent XX/XX/XXXX, arriving XXXX, XXXX XXXX # XXXX The zip code I was given by the agent and put on the letter doesnt match the zip code the letter was delivered to, but I confirmed directly with TransUnion XXXX they got the letter, and that its part of my file. 

Chat from XX/XX/XXXX. I should receive a letter in 30 days with new credit report. The report I got still didnt have my revolving credit. 

XX/XX/XXXX Logged in to see if I could access my report and couldnt. I was instructed by the error message to call ( XXXX ) XXXX which transferred me into text chat on XXXX ( XXXX ) XXXX. XXXX was useless, but the supervisor, XXXX, was a bit better. She confirmed they received my letter, and now have info for XXXX different credit cards. But, it wasnt clear if it was just for last month or historical. I sent her summary screenshots of what XXXX has, a lot more than XXXX credit cards. XXXX arranged for my credit report to be sent by US mail within 7 days. XXXX escalated XXXX problems for me : XXXX ) not being able to see my credit reports online, and XXXX ) incomplete credit history. She said I should call XXXX if no one calls back in XXXX business days. Give them case # XXXX and file # XXXX. Specify your issues were escalated. XX/XX/XXXX No one has contacted me. I can see by checking my TransUnion credit score that only XXXX of the XXXX credit cards XXXX said they have records for have been included in my report. Its been 8 days. XXXX said theyd follow up in XXXX business days. I just tried calling XXXX, entered all my identifying information, and was automatically transferred to text chat even though I waited XXXX minutes to speak with an agent. My last experience with text chat is that they didnt have the authority to help with these problems, and that I need to call XXXX. Welcome to my endless loop. Ive been trying to get these issues resolved for years. TransUnion has proved to be unresponsive which is why Im filing this complaint with the CFPB. Im going to upload the letter I sent to TransUnion, and retake the XXXX screenshots I sent via text chat to TransUnion that provide a summary of what I should have in my TransUnion credit file. XXXX has all the credit information on me consolidated into a single credit file, and so does XXXX. I can access those credit reports easily online. So, whats stopping TransUnion?

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