Consumer complaint received 2025-08-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Didn't receive services that were advertised
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: GA

Complaint narrative:
I am a victim of identity theft. As a result, I need to closely monitor and manage the accuracy of my credit report. However, TransUnion has placed severe limitations on my ability to do this by restricting my online access to view my credit report and submit or manage disputes.

I contacted TransUnions fraud department to resolve the issue and was told that I would need to mail in any documentation or dispute requests. This is not a reasonable or efficient solution. Mailing delays the dispute process and makes it extremely difficult for me to manage my credit profile in a timely and secure manner. In the digital age, I should be able to access and manage my credit information online just like any other consumer, especially in light of an identity theft incident. 

Restricting my online access not only penalizes me further as a fraud victim but also significantly hinders my ability to verify that the information reported to the credit bureaus is accurate. This lack of access is harmful and obstructive to my rights under the Fair Credit Reporting Act ( FCRA ), particularly : Right to Access My Credit Report ( 609 ) I am entitled to access my credit report at any time, especially as a victim of fraud. Blocking or limiting my online access impedes this right and delays my ability to monitor for fraudulent activity.

Right to Dispute Inaccurate Information ( 611 ) I have the right to dispute any information I believe to be inaccurate or incomplete and to have it investigated in a timely manner. Denying me online access makes the dispute process unnecessarily difficult and increases the risk of further harm from unresolved errors. 

Additional Details : The access restriction occurs specifically at https : //service.transunion.com, where I am unable to log in and manage my credit file, initiate disputes, or view updates in real-time. This restriction has been in place for at least 45 days. I have contacted TransUnions fraud department at XXXX to address the issue, but they continue to insist that all disputes or submissions must be handled by mail. This approach is inefficient and fails to meet the urgency of identity theft remediation. The inability to act quickly has impaired my ability to respond to inaccuracies and has placed me at greater financial risk. 

I am requesting that the Consumer Financial Protection Bureau compel TransUnion to immediately restore my full online access so that I can monitor, dispute, and manage my credit report efficiently and securely. As a victim of fraud, I should not be further burdened by procedural barriers that make it harder to protect my own credit identity. 

Requested Resolution : Restore full online access to my TransUnion credit report and dispute tools Implement a secure but accessible verification method that does not restrict fraud victims Cease any policy or practice that penalizes identity theft victims by limiting their access

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