Consumer complaint received 2020-03-31 00:00:00
Product: Credit reporting, credit repair services, 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: DC

Complaint narrative:
On XX/XX/XXXX I called to Transunion at XXXX XXXX. at the number XXXX, First I was speaking with XXXX, in XXXX. 
I called in order to UNFREEZE my PIN for Frozen Credit Report. 

Last time I unfroze my credit report was in XXXX or XXXX even, of XXXX. 

I called now to UNFREEZE my credit report, in order to REFINANCE my Veterans Affairs Home mortgage loan. And banker asked me to hurry up. 

I did not use my credit report since XXXX, and if I created user name and PW to login to TU in order to UNFREEZE it, I am sorry, but I forgot it. And in the last year so many things happened in my personal life : I got engaged I have fiance I am in romantic relationship I am moving to another state and selling home and etc etc new job and new project. 


I called to T U for help to unlock my Freeze for Banker at XXXX XXXX XXXX XXXX. 

XXXX said no problem : I will ask you questions for security. 

He asked me my job : and I did not understand what he said. 

I said to him I don't understand. 

He said I am sorry ... and you have to go online and unlock yourself.. and I asked where is American based service, I want to resolve it now, this is my credit report. 

He XXXX, transferred me to XXXX XXXX, in USA. I don't know where. 

XXXX asked me sec. q. : what is my jobs ( x 2 ) and he read it to me. 
I did not understand his accent also, or maybe he read it too fast. 
I asked to slow down. 
I understood that he mentioned " XXXX XXXX '' and I was XXXX in XXXX. 
I told to him about this that it is my job. 

HE XXXX said, I need you to pick up the second Job. 
ANd he read to me his list again. 
I did not understand. 
He read it again. I finally got it : I told him, he thanked me. 

He started to ask with which bank did I open an account in XX/XX/XXXX. 

And he again listed to me names of banks. 

I opened an account with XXXX XXXX XXXX XXXX Bank. what has 3 different addresses on the invoice : one XXXX XXXX XXXX  in Illinnois, one in XXXX Georgia, one in XXXX ALABAMA. 
But neither of the banks were banks, which XXXX read to me. 

Now I don't know what is the name of the bank who lended me {$5.00} XXXX in XX/XX/XXXX for XXXX XXXX. Becase I am paying to XXXX XXXX in XXXX Georgia. 
And it is XXXX XXXX XXXX XXXX. ( Medical ). 

I told to XXXX that I do not reco. neither name of the bank, which he read to me. 

HE said that then you will receive a letter in the mail or you can write to us a request to remove FREEZE.

I told him don't you have any other solution? it is COVID -19 in USA and I want to REFINANCE my Home and Bank wants to help me, and you are putting break in my wheel. 
Can you help me? 

He and I hung up. 

I called again. I spoke with XXXX, and she said that I already called 2 times, and they will not unfreeze my T U Account for me, and will not help me, and I must login to my account myself. HOW??

I asked for supervisor. I waited about 15 -20 min. 
Music was playing. 
Supervisor XXXX XXXX or XXXX answered my call. 
I explained what happened. I asked to give me a PIN or better yet to REMOVE freaking FREEZE please form my account!!!! 
She said that she will mail to me a letter with a PIN. 
It will arrive in 5 business days. 
ANd then I must I don't know what I must do. 

I emailed this to my banker, and banker asked me to hurry up because rates are chaning tice or three times a day and I am veteran female, and it looks like nobody cares that it is MY CREDIT REPORT and I need help Like what is going on in the country with COVID -19 and inside of the heads of TrAns Union -- are two different things.

They just DONT GET it that every little helps.

I need to UNFREEZE faster then 1 week from today, my credit Report.

It is for my BANK to refinance and lower my mortgage.

I hate Transunion.

I wish to TRANSUNION to happened the same thing as what they did to me and what I am going thru.

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