Consumer complaint received 2025-10-23 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: VA

Complaint narrative:
b'Transunion Breach\n\nXXXX XXXX  approximately XXXX  spoke to Transunion Fraud after not being able to log in to online access.  They confirmed that my information (email, password, user id, and phone) had been changed, Credit was unfrozen and alerts removed. Fraud representative changed my personal information back and suggested locking online access.  This was confirmed and I was assured that anyone calling in would have several security questions personalized to you that it was very secure.\nXXXX XXXX, on my credit information, personal information and my credit bureau with Transunion was fraudulently UNFROZEN, alerts removed and personal information was changed again.\n\n-XXXX XXXX, fraudulently Transunion UNFROZE the account AGAIN, personal information was changed again, and alerts were REMOVED AGAIN and the online access that was supposed to be suspended was active, which your fraud agent confirmed on XXXX at XXXX At this time the agent changed the personal information back, added the freeze back and alerts to keep my Transunion from being breached again. I was told this was the best they could do and I would be contacted by someone higher in 3 days, I confirmed this was unacceptable and wanted to speak to a manager, I was given a case number at this time of # XXXX  and transferred to fraud special handling at XXXX XXXX XXXX I was transferred to the Fraud Special Agent, who I reported that Transunion had 3 security breaches (one in less than 24 hours) and my account was unfrozen, information changed and alerts removed.  At XXXX the Special Fraud Agent added another level of security (which I provide a password) and she confirmed the account CANNOT be accessed, nor can changes be made to my personal information, nor can fraud alerts be lifted or my account be unfrozen without the password I provided.  Online access continues to be locked at this time.\n\n-XXXX XXXX, called Transunion Fraud Special Handling confirmed that on June 3rd the freeze was lifted again, contact information (email and phone had been changed), and alerts have been removed. I was given all this information again without being asked the password.  I asked why the password is not being used, they then asked me for the password.  I suggested maybe the breach was from inside Transunion, they assured me it was not. I filed a complaint with the Federal Trade Commission that Transunion cannot secure my information or keep my credit frozen Report Number #XXXX.   Transunion assured me that all information would be secure and asked to be put on hold to address with other managers my issue.  Transunion Fraud Special Handling Agent confirmed that this was only happening to you.  I again asked why someone would change this information and unfreeze my account with all the high Identity Fraud going on under my account, they had no answer.  Agent assured me again that the account was frozen, alerts were placed on and information was corrected.  Called back in at XXXX to ensure account was secure, the 3x time, I have called in the password created to get ANY information was not asked.  When asked agent why this was, he reported we really dont do anything like that, which I asked to be transferred to special handling.\nJune 4-Called XXXX to confirm Freeze, Alerts and personal information has not been changed.  Password was not asked for, I asked why, was told by special handling that there was no password protection.  I asked them to look into their chart and identify this password.  Special Handling Agent Stated it would show up if was asked to make changes.  \n\nXXXX XXXX-Called Transunion at XXXX XXXX XXXX  each time I was given my phone by the Transunion agent and was not asked for my password. \n\nXXXX XXXXXXXX caught a Transunion credit pull by XXXX XXXX  Called Transunion approximately 1XXXX confirmed at XXXX with a Transunion agent that the credit freeze was lifted today at XXXX, at time I was at an appointment.  I told Transunion this, also who did not ask for my password and then told me I did not have an established password, then corrected themselves and asked me for it, only after I told them they are supposed to be using it.  I asked that the freeze immediately be put back and they confirmed it had, they also stated that the freeze was lifted from their automated line and security questions.  I informed them I removed the online profile due to significant breeches with Transunion and asked that this automated call in be removed as well.  They informed me as Superior Supervisor would have to call me about that and would do so in 24, 48, 72 hours.  I addressed that they can unfreeze again and once again Transunion can beech my secured information and lift a freeze.  Transunion rep agreed but reported that she could not transfer the call to a superior supervisor and could only make a request to call me which could take up to 3 days. I called XXXX XXXX at approximately XXXX and confirmed that a fraudulent application was submitted today in my name.  I informed them this was fraud and requested they note this and remove the application, they confirmed this.  After this I made another federal trade commission complaint and CFBP complaint. \n\nXXXX XXXX Got alerts from Aura that Transunion was breached, Transunion breach again.  My freeze was lifted again, my address was changed to a Houston address, I spoke to Transunion and was supplied and case number was assigned #XXXX, I was transferred to Special Handling where they confirmed that today they put the freeze back on and corrected my address.  XXXX XXXX had done a pull on my credit which I now have to dispute again.  The Special Handling Agent confirmed the freeze was lifted from the chat site and prior this it was lifted by the automated phone system.  I again told them that this continues to be breached and Transunion cannot keep my information and account secure.  I asked that something more be done.  I was told that the password could be changed, I assured them the freeze was lifted without the password, which is the same scenario in the past.  I asked the agent to review the chat and confirm the password was provided to lift the freeze.  The passcode was never asked for. I was told today to change the passcode, which I did and all automated chat, phone and online access would be eliminated. \n\n\n\nXXXX  XXXX  was breached, despite paying for the XXXX  Protection Plan, setting up a security freeze pin, and a security question.  I called XXXX  at XXXX  I was told that a freeze and fraud alert we set back, while I was on the phone with the fraud department, my identity theft protection Aura, confirmed that while I was talking with XXXX  Fraud and they confirmed they froze my account the fraudster already unfroze my credit report with XXXX  again.  I was then transferred to a manager after telling the fraud agent this and he saw the account was unfrozen again while he was on the phone with me.  All my information was changed and my online password and login was change making me unable to access it.  I was told that the membership was blocked and frozen again and there is now a freeze and the membership is blocked until I mail in a letter with the Case Escalation Number XXXX, copy of DL, SS# and copy of utility bill/bank statement to XXXX XXXX XXXX XXXX XXXX XXXX I have already done this and supplied the police report.  I will mail this again but they are unable to keep my information secure even with pins and passwords and paying for their protection. \nFILED A COMPLAINT CFPB TO ID FOR COMPLAINT SENT TO XXXX  CREDIT BUREAU\nXXXX XXXX XXXX  was already breached again, Inquiry through XXXX  from XXXX XXXX XXXX (2 applications), XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX was breached again, it was unfrozen, personal information was changed, login and password were changed again, fraud alerts removed and online access was allowed again. \nXXXX XXXX Called XXXX back and they confirmed all the breaches, froze the account again, changed back the information to my personal information and put the fraud alerts back on. I was then transferred back to Membership Services XXXX XXXX which I could not get to an agent, called back and spoke to Fraud XXXX XXXX, I was told that this was escalated to the tech team and I would hear back by email, once my personal information is corrected and they can freeze the account.  I asked to speak to a manager, I was told that this was escalated the online access that was being breached would be suspended but they could not tell me a time frame when this would happen.  In the meantime this has been breached 3xs in less than 24 hours. \n\n\nXXXX XXXX  breached, online password and login changed.  Called XXXX and spoke to an agent, he added the freeze and the security alerts back today.  I asked for my online access to be blocked and was escalated to a supervisor, supervisor confirmed today that they locked out the online.  Case number #XXXX  \nFILED A COMPLAINT CFPB TO ID FOR COMPLAINT SENT TO XXXX  CREDIT BUREAU\nXXXX  Transunion Breach- Called Transunion spoke to Special Handling provided a case number XXXX  and then was placed on hold to speak to a Manager, waited on hold for exactly another hour for a Manager.  At XXXXXXXX XXXX XXXX checked my credit through Transunion on XXXX and it was checked prior by XXXX XXXX on XXXX   I spoke to agent and was confirmed that my account has been frozen and fraud alerts placed back on, online access has been removed/blocked, automated self-service portal is also blocked.  XXXX XXXX XXXX XXXX Inquiry through Transunion,  XXXX XXXX XXXX XXXX inquiry through Transunion.\nFILED A COMPLAINT CFPB TO ID FOR COMPLAINT SENT TO EQUIFAX CREDIT BUREAU\nXXXX XXXX XXXX fraudulently unfroze my account again.  I called in and had it frozen, added a 7 year fraud alert and requested that the membership be removed so that an online profile cannot be accessed fraudulently. \n\nXXXXCalled Transunion Freeze was fraudulently lifted and a fraudulent phone number was added and email was fraudulent, Transunion confirmed that there were three loan application and credit was pulled for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  I again requested a freeze be put back on, fraud alerts put back on, and personal information corrected back and disputed the three credit pulls as Fraud. I confirmed online access continues to be locked. Transunion was breached again.\n\nI CONTINUE TO MAKE COMPLIANTS to you and NOTHING happens, Transunion reports that "they are working on it" but nothing is improved and my account continues to be breached, and my personal information submitted fraudulently.'

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