Consumer complaint received 2025-04-04 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: CA

Complaint narrative:
I have a long transcript from my secured connection with Transunion. They will not verify my identity securely and ask that I give them my full SSN over the unsecured and likely hacked phone while they record and their AI repeats verbally all info in full I can't secure chat with Transunion to unlock my account so I can put a freeze on the account. The say I must use their phone line first run by an AI bot that repeats verbally everything I type in. including my SSN and Birthdate. I have not done this yet and have received numerous security products indicating that my system is compromised... including my Military Top Secret application held by OPM from the XXXX where they confirmed the XXXX have my info. XXXX gave me identity protection and security but I am astounded that Transunion is doing this poor security method of verifying my identity by breaching it to the world. XXXX is the transcript and improper behavior of the secure chat live agent : XXXX XXXX! I am the TransUnion Virtual Assistant. Would you like to chat in XXXX AM web access help You - XXXX AM Sorry! I am still learning, could you please ask me again? 
You can select from the options below or you can type your question in the space provided. 
XXXX XXXX Account XXXX Credit Report XXXX XXXX XXXX XXXX XXXX XXXX XXXX TransUnion XXXX Assistant - XXXX AM Freeze Credit You - XXXX AM Click here to learn more. 
A credit freeze, also known as a security freeze, is the best way to help prevent new accounts from being opened in your name. The quickest and easiest way to freeze or unfreeze your credit file is online. 
Please select XXXX of the following options. 
Manage freeze online Sign up for a new account Freeze a loved one 's credit Main Menu Chat with an agent TransUnion Virtual Assistant - XXXX AM Chat with an agent You- XXXX AM In order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report XXXX XXXX XXXX XXXX TransUnion XXXX Assistant - XXXX AM Identity Verification Error You - XXXX AM Please hold while I am transferring you to a live agent. 
TransUnion Virtual Assistant - XXXX AM Thank you for your patience. Your estimated wait time is XXXX minutes. An agent will be available to assist you shortly. 
Info - XXXX AM I created an account with all my PII and the web page says to call XXXX. I know that the XXXX lost my PII to the XXXX XXXX XXXX XXXX XXXX many years ago. Your AI on the XXXX number keeps asking me to say or enter my SSN full over the unsecured and likely hacked phone line... and I will not. How can I get into the your web page safely without further breach or unsafe PII practices? 
I wish to have access so I can freeze and unfreeze my account that I am forced to have with you? 
You - XXXX AM Can you specify the concern. 
Are you having any login issue? 
XXXX XXXX XXXX AM I created an account with all my PII and the web page says to call XXXX. I know that the XXXX lost my PII to the XXXX XXXX XXXX XXXX XXXX many years ago. Your AI on the XXXX number keeps asking me to say or enter my SSN full over the unsecured and likely hacked phone line... and I will not. How can I get into the your web page safely without further breach or unsafe PII practices? 
I wish to have access so I can freeze and unfreeze my account that I am forced to have with you? 
You - XXXX AM To check here full ssn should be entered. 
Are you able to login to your TransUnion account? 
XXXX XXXX XXXX AM specifically I get this error after logging in : Identity Verification Failed : Failed safety check You - XXXX AM " I apologize for the inconvenience.. 
This Lock ( unable to verify identity ) will happen when customer is unable to pass full authentication online. This is activated by the system for the security purposes. In order to release this lock. I request that you please contact our customer relationship number. They will help you with this. 

CO Customer Service Number XXXX XXXX a.m. to XXXX p.m. XXXX XXXX, Monday through Friday XXXX a.m. to XXXX p.m. XXXX XXXX, Saturday and Sunday '' XXXX - XXXX AM Protecting the privacy of your personal information is our highest priority. We are unable to match the information you provided with your TransUnion credit report, and therefore can not complete your request at this time. Were sorry for any inconvenience. 
I will not give my ssn over a phone line, will that be a problem? 
You - XXXX AM The identity verification can not be checked here. 
So please reach above number. 
XXXX XXXX XXXX AM that doesn't answer my question XXXX? 
You - XXXX AM The ssn should be entered. 
XXXX XXXX XXXX AM I did on your web page will not over a phone... yes or no is that your only way? 
You - XXXX AM In this case what you need to do is to send XXXX forms of identification front and back. 
Examples include : XXXX of your drivers license XXXX of your birth certificate XXXX of your Social Security card to our fulfillment department. They will review the documents securely and they will sort the issue so you can access your account. Please send the documents to XXXX. 
XXXX XXXX XXXX AM why are you being evasive? 
You - XXXX AM To verify however the ssn will be asked. 
XXXX XXXX XXXX AM that doesn't make any sense grammatically, can you answer my question? 
You - XXXX AM Could you please specify the question. 
XXXX XXXX XXXX AM Here is the transcript I have copied so far and it appears you won't answer either of the questions I have asked : XXXX conversation Today Hello! I am the TransUnion Virtual Assistant. Would you like to chat in web access help You - XXXX AM Sorry! I am still learning, could you please ask me again? 
You can select from the options below or you can type your question in the space provided. 
XXXX XXXX Account XXXX Credit Report XXXX XXXX XXXX XXXX XXXX XXXX XXXX TransUnion XXXX Assistant - XXXX AM Freeze Credit You - XXXX AM Click here to learn more. 
A credit freeze, also known as a security freeze, is the best way to help prevent new accounts from being opened in your name. The quickest and easiest way to freeze or unfreeze your credit file is online. 
Please select XXXX of the following options. 
Manage freeze online Sign up for a new account Freeze a loved one 's credit Main Menu Chat with an agent TransUnion Virtual Assistant - XXXX AM Chat with an agent You- XXXX AM In order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report XXXX XXXX XXXX XXXX TransUnion XXXX Assistant - XXXX AM Identity Verification Error You - XXXX AM Please hold while I am transferring you to a live agent. 
TransUnion Virtual Assistant - XXXX AM Thank you for your patience. Your estimated wait time is XXXX minutes. An agent will be available to assist you shortly. 
Info - XXXX AM I created an account with all my PII and the web page says to call XXXX. I know that the XXXX lost my PII to the XXXX XXXX XXXX XXXX XXXX many years ago. Your AI on the XXXX number keeps asking me to say or enter my SSN full over the unsecured and likely hacked phone line... and I will not. How can I get into the your web page safely without further breach or unsafe PII practices? 
I wish to have access so I can freeze and unfreeze my account that I am forced to have with you? 
You - XXXX AM Can you specify the concern. 
Are You - XXXX AM XXXX sorry, Could you please specify the concern. 
XXXX XXXX XXXX AM I have You - XXXX AM I understand that you have concern with not providing the XXXX. 
But if you call the above number. 
It will be asked to verify you. 
In this case, Please reach us out at our XXXX XXXX Department by calling XXXX. They are available Monday through Friday from XXXX am to XXXX pm EST and XXXX a.m. to XXXX p.m. XXXX XXXX, Saturday and Sunday. 
When you call, Please dial the above number and follow the below steps to connect with call support agent : XXXX. For XXXX press XXXX XXXX. Reason for the call XXXX. Press XXXX for XXXX, Press XXXX for Android Or stay on the line Please note : When mobile messaging option offered, please do not select anything, if you select XXXX for XXXX or XXXX for Android it will hangup and send you a link to start a chat, so stay on the line dont select any options. 
XXXX. Input zip code or SSN XXXX. Please wait to connect with an agent In this case what you need to do is to send XXXX forms of identification front and back. 
Examples include : XXXX of your drivers license XXXX of your birth certificate XXXX of your Social Security card to our fulfillment department. They will review the documents securely and they will sort the issue so you can access your account. Please send the documents to XXXX. 


On their automated call line they ask you to enter PII info and the AI repeats the XXXX verbally over the unsecured line and asks you to confirm it before you can reach anyone live

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 non-monetary relief