Consumer complaint received 2024-03-31 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: VA

Complaint narrative:
Today ( XX/XX/24 ) I opened a letter from XXXX  XXXX XXXX indicating they had reduced my line of credit ( i.e., adverse action ) based on information from a Trans Union credit report. The letter stated that I have the right to get a free copy of my Trans Union credit report based on this adverse action ( which was consistent with my understanding of consumer rights ) and provided a phone number and website. 

I called Trans Union at the number ( XXXX ) listed on the letter. An electronic VRU answered the call and made me jump through four security/identity verification items. I selected the menu option that I wanted my free credit report based on adverse action ( as opposed to my one year free annual credit report ). Trans Union tried to sell me my credit score for {$9.00} five different times. Not withstanding that I pressed 2 to pass on paying for my credit score, the electronic phone system tried to ignore my declination and pitched it again and again. Then, two more times, their electronic phone system said they couldnt understand my response ( which is highly suspect, since I was pressing the number 2 on my phone ). This is my first complaint.

Eventually, I got past that, and was told that their office was closed for the holiday and their electronic phone system hung up on me. This is my second complaint. If their automated phone technology, can not process a credit report request based on adverse action on a Sunday, they should say that upfront and not waste consumers time ( requiring them to go through so many questions with the electronic VRU automated phone system technology ). Giving Trans Union the benefit of the doubt, this is merely bad customer service, and poor programming. However, in light of my other experiences with Trans Union today, it seems very plausible to me that their automated system would have let me complete a transaction to give them {$9.00} to buy my credit score. ( Though very frustrated at this point, I still would not have gone to the trouble to file a CFPB complaint. ) Next, I went to the website ( www.transunion.com/myoptions ) listed on my adverse action notice letter. Nowhere on this website could I find how to request my free Trans Union credit report based on recent adverse action. There were many links and options on the website that allowed/encouraged me to buy my credit score or other paid credit monitoring services from Trans Union . There was also a link to request once a year free annual credit report. I perused the main page, the drop-down menus, and the FAQs. No luck. I searched adverse action also no luck. The fact that I could not locate a way to request my free adverse action credit report from the Trans Union website to which I was directed from the adverse action notice is my third complaint. 

At this point, I began to suspect that Trans Union had no interest in enabling me ( or any other consumer ) to obtain the credit report to which I was legally entitled based on the adverse action of a bank/credit card company . This larger/overall experience is what prompted me to file this complaint with the CFPB. I have a XXXX XXXX, passed the XXXX exam, worked for XXXX years for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX If Im struggling to obtain my adverse action, free credit report from Trans Union, I can only XXXX how challenging it is for others. 

I request that the CFPB look into Trans Unions practices in this regard. 

Respectfully, XXXX

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