Consumer complaint received 2025-08-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: TRANSUNION INTERMEDIATE HOLDINGS, INC.
State: CA

Complaint narrative:
Continuation of complaint sent on XX/XX/XXXX : My complaints are as follows : Denying access to my credit report. 
Denying access to unfreezing my credit Failing to respond to a dispute. 
Not providing alternative means to access my account when there is an issue in their system Being repeatedly told the wrong issue to fix Reflects negligence or willful obstruction on the part of Transunion. 

Issue was not adequately addressed. I have cooperated with all requests, and the issue is not resolved. Transunion has failed to give me a reasonable explanation for what caused the issue and all claimed solutions have not worked. 

XX/XX/XXXX I was asked to mail ( physically ) verification to a XXXX XXXX XXXX XXXX, which I did. I was specifically told that a utility bill in my parents name would be acceptable, as long as that was stated, which I did. 

XX/XX/XXXX I received a call from Transunion XXXX XXXX XXXX XXXX XXXX, stating that my documents were received, my account was verified, but that my account still did not work due to a technical issue, and that the agent would escalate to that department. I was told that since my account had been recently deactivated ( at the request of the agent I was talking to at the time ), it had caused this issue. 

XX/XX/XXXX I received an email from XXXX ( an email I had corresponded several times with to try to resolve this issue already ) I was told I would have to have them deactivate my account ( again, as this was already attempted XX/XX/XXXX ) After doing this, they emailed me again asking for me to reset my password ( again, as this was also already attempted XX/XX/XXXX ) XX/XX/XXXX I received mail ( dated XXXX ) that stated : " Dispute status ( Minor Freeze not on Transunion file ) After reviewing your dispute request, we found that the information I disputed does not currently appear on your Transunion credit report. '' This is in accordance with my records that stated that I removed the minor freeze in XXXX, but I was still told multiple times by Agent Supervisor XXXX ( XX/XX/XXXX, XXXX ) that I would have to send the documents to remove the freeze as the it was still active. 
Regardless of whether it was still active, this document is proof that is now unfrozen, yet I can still not access my account. 

I also followed up with XXXX email threads to the XXXX email, XXXX of which received not answer since XX/XX/XXXX, and XXXX of which received an automated answer that did not even remotely address my question or issue that I asked. 

As of currently ( XX/XX/XXXX ), I am still unable to access my account, and have not been given a reason why, other than it is an issue with the system. I have been allowed to unfreeze my credit during the call XXXX, but have still not received an explanation of what the issue of accessing my account is. 

It is enormously frustrating, that not only can I not get the issue resolved, but that I am being told a number of separate problems and things I need to do to solve them. As none of these have worked, I am led to believe that Transunion is purposely making it difficult to resolve my issue as an attempt to shirk their legal responsibility to make my account accessible in hopes that I will give up trying.

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