Consumer complaint received 2024-11-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: FL

Complaint narrative:
Department at XXXX XXXX XXXX XXXXXXXX, PA XXXX, visiting www.transunion.com, or calling XXXX. 
Disputes on TransUnion XX/XX/XXXX ( I could not log into my account with any of my possible emails ) XX/XX/XXXX - Call reference # XXXX Spoke with XXXX : A fraud lock has been placed on my account ( without my knowledge ). When I asked how I can remove the lock there was hesitation. I had to demand for the fraud alert to be removed, and I also had to demand to speak with the fraud department. I was transferred to customer relations ( not fraud department ). Spoke with : XXXX. It doesn't show that I have a fraud lock on my account anymore. They will escalate and it will take up to 3 days for me to receive an email to access my account. 

XX/XX/XXXX : Phone number : XXXX Speak with technical issues department Spoke with XXXX XXXX  on XX/XX/XXXX. They informed me that my account is locked because they can not access my credit report Then the rep said my account is locked because of an " system error '' Then he requested for me to email my License to email address : XXXX Attention : Fulfillment User ID : XXXX I asked him if I could cross out my account numbers and any other personal information in my account and he said yes, I was informed it would take XXXX business days to verify. I must call the same number back, after XXXX business days, so they can unlock account. 

XX/XX/XXXX ( in response to XX/XX/XXXX - Call reference # XXXX I emailed : XXXX as I was asked to do and I received a very concerning response : See below. Please note I received an additional email stating my case is " closed '' Fulfillment Thu, XX/XX/XXXX, XXXX ( 1 day ago ) to me Hello, Thank you for your email. For security reasons, we are required to lock accounts that have been set up fraudulently. 
Our records indicate that at some point in the past, you or someone else indicated to us that your account XXXX have been set up in error. 
This XXXX happen when a customer enters an incorrect SSN when they are attempting to set up their own account. 
We have placed a lock on the account in question ( user ID number XXXX ). Because we are legally required to keep this account locked, you will not be able to access your credit report via the TransUnion website or www.TrueCredit.transunion.com, and you will not be able to access your TransUnion report online through AnnualCreditReport.com. 
However, you still have multiple options to gain access to your credit report, online or offline : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Option XXXX Order by Phone : You may call TransUnions phone-orders department at XXXX to order your TransUnion report over the phone and receive it by mail. 

Option XXXX XXXX by Mail : You XXXX log in to annualcreditreport.com and request to receive your TransUnion report by mail, or you XXXX fill out the attached PDF form and send it to the address in Georgia that it lists. 

If you are in the process of disputing information in your TransUnion report and you require a copy of the updated report in order to help complete the dispute, you XXXX contact the TransUnion XXXX Department by phone at XXXX, by mail at XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, PA XXXX, or online at http : //www.transunion.com/investigate XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXf you have questions or you are not sure how to proceed, please contact the Escalation Center XXXX XXXX ( open XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX of our upper-level agents will be happy to assist you. 

Thanks, XXXX XXXX XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX Called XXXX this call lasted XXXX minutes while agent was helping me get back into my account the call disconnected. 

@ XXXX the agent called me back. This call lasted XXXX minutes. XXXX was able to successfully help me get into my account. The agent noticed every email I used previously would not allow me to gain access to my account, so she closed them and advised me to set up a new account. She told me it was a " system error '' and not someone trying to use my information. She was able to see the previous documents that I sent in via email to verify my identity. She also sent me a copy of my credit report. 

XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX received an email from XXXX XXXX  that my score went up with Transunion XX/XX/XXXXXXXX XXXX XXXX XXXX  I received another notification via email from XXXX XXXX that my XXXX XXXX changed. 
XX/XX/XXXX I logged into my XXXX XXXX account and noticed my score dropped by XXXX points on XX/XX/XXXX with TransUnion. TransUnion is reporting that between XX/XX/XXXX and XX/XX/XXXX, the following remarks were added to my account : CLOSED. However, this is inaccurate. My credit and debit account with XXXX XXXX is still active. I called XXXX XXXX to inquire why my account would be reported " closed '' and there was no information that they could give me. I also checked the other credit bureau and they are not showing my XXXX lender account as closed. 

XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX call lasted for XXXX minutes XXXX I called transUnion again, after trying to log into my account and getting a " account blocked '' message. I informed the rep that my account was saying blocked again, and I was on a call with TransUnion recently and they helped me get back into my account and I wasn't sure if I created a new email or not. However, this rep did not help me and instead insisted that someone was trying to use my social security number and that there is a block on my social security number. He went on to say that because of this reason TransUnion is allowed to keep me blocked out of my online account. I made him aware that I already know this but I was informed it was because of a system error. I informed me that I was asked to email documentation of identification and a previous rep already helped me access my report. The agent kept repeating they can not allow me to access my account and would not tell me who was trying to " use my information '' or where. He wouldn't even tell me who placed a " block '' on my social security number ''. 

XX/XX/XXXX @ XXXX I called XXXX to speak with technical support. I called to make them aware of the issues XXXX experiencing with their other departments getting back into my account. I pressed option XXXX for an agent to call me back. 

My credit is my life line and without it I will be denied from the simple things in life like renting a home, or even buying a car ( previous experience ). TransUnion is not reporting the same information as other XXXX and I personally feel if someone is trying to use my social security number its an inside job. I've experienced issues with this particular credit bureau for years, and they are the only bureau that makes it extremely difficult to gain access to your personal information online even after verifying your identity. I should be able to catch fraud and report it as soon as it happens and not have to wait for a credit report to come in the mail which could take weeks and by then the damage is already done.

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