ComplaintsforTransUnion Of Canada Inc
Credit Reporting Agencies
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing today to express my outrage at your persistent refusal to update my two accounts, namely ******* *** and ****** Communications (collection by ***), despite my confirmed numbered ******** and the evidence of payment I have provided to you. Your uncompromising stance is unacceptable and demonstrates a glaring lack of professionalism on behalf of your company. Sending an email today to belittle your clients in this manner is simply unacceptable. Not only have you disregarded my consumer rights by rejecting my disputes, but you continue to disseminate inaccurate information on my credit report, thereby jeopardizing my financial reputation. This constitutes a direct violation of my rights under consumer protection laws and credit regulations. I solemnly warn you that if you persist in this negligent and irresponsible behavior by failing to update my accounts within the next five days, I will take more severe legal actions against your company. I will not hesitate to file a formal complaint with the Ontario Consumer Protection and engage in legal proceedings to seek compensation for the harm caused to my financial reputation and to restore my violated consumer rights. Please be aware that I will not let this matter rest, and I will do everything within my power to assert my rights as a consumer and rectify this detrimental situation to my financial well-being.Business response
10/08/2023
Hello,
Please note that we will communicate with the consumer.
Thank you.
Initial Complaint
03/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
********** keeps messing with my name on their record. They had 2 profiles for me in 2018 which took me more than 2 months to fix and I couldn't apply for a credit card during that time when I needed it most. Now for some reason they have messed up my name again and my request to extend my line of credit is not going through because of **********. I don't understand why my name keeps getting messed up. Why would they keep changing my profile? There is no support on their website or call centres. They keep regurgitating same useless information without supporting. If I don't get an extension on my line of credit, my grandmother cannot have a surgery and she is in dire need of it. Who will provide funds because ********** keeps messing with my name? Who is responsible? Who will fix it? 30 days is long enough for someone to die or lose their car/house because of **********'s actions.Business response
10/08/2023
Hello,
Please note that we will communicate directly with the consumer.
Thank you.
Initial Complaint
14/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I signed up for transunion to monitor my credit report. I’m now trying to cut back on my monthly subscriptions, so I went to try and cancel the membership. I found out that the only way to do so is by doing live chat or phone call. Both methods told me I have an 83 minute wait. I waited online with live chat for 1 hr and my wait time did not shorten. Every other subscription based service has an easy way to opt out of the subscription. Transunion doing it this way make it feel like I’m trapped into this subscription. It feels designed to frustrate me, so I’ll sign out of live chat, carry on with my day and then forget I needed to cancel it, prolonging the money they are getting from me. It’s incredibly ****** and I want my account cancelled. Any fees taken from this day forward I want returned to me.Business response
21/07/2023
Hello,
Please note that we will communicate directly with the consumer.
Thank you.
Initial Complaint
11/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been billed by TransUnion for the last 5 months even though I have attempted to cancel my subscription over email, online in my account and through many dropped calls directly to them. On my last call, it seemed like I was not cared about as the representative transferred me to a number that kept dropping. The same number she gave me I called back only to not get through to anybody. When you pay $11/month for half a year with no help to cancel your subscription, this is clearly a violation of my consumer rights. No amount of help seems to get me to cancel this subscription, leaving me to file this complaint. If TransUnion had an easy option online where I can cancel my account, I would have done this a long time ago.Business response
18/07/2023
Hello,
Please note that we will communicate with the consumer.
Thank you.
Initial Complaint
23/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Around April 2022, I noticed that my score between TransUnion and ******* were differing by 50+ points and noticed that TransUnion is not reporting my oldest credit card (**** ****) which I've been using since April 2018. I called TransUnion several times and have received multiple answers: they cannot do anything, they don't need to report all my credit cards, I need to contact the credit card issuer, etc. Months later, after escalating the problem through ****, I received a formal reply that **** is reporting my credit card to TransUnion, but for some reason, it's under a different (same last name, different first name completely). **** is not able to modify/see any other info. In March/April of 2023 (a whole year later), I was finally able to talk to a TransUnion representative who was able to find the file my missing credit card is on. For some reason, they were the only representative at TransUnion who was able to search up the file by the credit card itself, and told me that the two files will be merged in 3-5 business days. On May 19 2023, I still do not see the change reflected and called TransUnion again. This new representative told me that I only have 1 file and refuses to investigate further even though I told her my credit card is being reported to TransUnion under a different name, which has been confirmed by ****. The representative refused to connect me with someone else, stating that their supervisor is busy, and refused to let me have a callback so I can speak to their supervisor when they are not busy. The representative hung up on me.Business response
25/05/2023
Hello,
Please note that we will be contacting the consumer directly.
Initial Complaint
16/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
on May 15th I spent my entire day trying to resolve a simple issue with just logging into my account and getting a credit report. I called the main line first and they gave me another number to call, I waited for 1 hour and 45 minutes when the agent picked up I gave him all my info and what the issue was, he described the fix to this would be simple and was in the PROCESS of guiding me through the resolution. The call dropped, the call I waited so long for dropped and I received no email no call back nothing at all. I did not hang up he did this is so ridiculous. Horrible, terrible and totally inconvenient.Business response
02/06/2023
This letter is in response to your complaint notice filed by ******* ******.
Trans Union of Canada, Inc. ("TransUnion”) is a consumer credit reporting agency whose core business is to collect and maintain information about the credit and financial history of consumers. TransUnion obtains this information from numerous credit grantors, financial institutions, finance companies, federal and provincial government offices, and public registries where permitted to do so by law. Such information is assembled into credit files and provided to customers of TransUnion upon a specific request being made, typically by a credit grantor. Consumer reporting laws and privacy legislation require that TransUnion provide consumers with access to this information free of charge. TransUnion must also have a process in place to allow a consumer to dispute the accuracy of any information maintained. Our Consumer Relations Centre fulfills this role and we communicate directly with the consumer. If a consumer is not satisfied with the service provided by TransUnion in meeting our legal obligations, the consumer may utilize the complaint process available to them through their provincial Ministry for Consumer Services. If TransUnion receives a dispute from the respective provincial Ministry, we will communicate directly with that office. The Better Business Bureau has no oversight over the free services that TransUnion is legally required to supply to the consumer nor does the Better Business Bureau have oversight over the paid services that TransUnion provides to consumers. Therefore, we will communicate directly with the consumer on the matter that you have brought to our attention. We thank you for forwarding this information to us and trust that you will consider the matter closed. Sincere regards, Investigation Department Trans Union of Canada, Inc.Initial Complaint
10/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
The complaint is about the unprofessionalism of the customer agents. I am trying for the last 48 hours to register myself and my wife for a monitoring service as indicated by one of the Investment companies I hold, due to *********** ********** Cybersecurity Incident. The codes provided do not work and I am getting a message to contact ********** via phone. I waited for 3 hours and 12 minutes before someone answered. After I provided all my details, when to request help, suddenly they closed.No one phoned back. I tried 1 more time and after 1 hour and 46 minutes, an employee with badge 962 - Stella, responded to tell me that the office is closed and to call the next day. ********** is getting paid for this service and after almost 5 hours I think I would deserve a call back the next day. There is no manager available to make a complaint about the services and there is no link on the website to make a complaint. For a business like ********** this is not acceptable. For a company to act like it is owning everyone is not healthy for business and encourages bad behavior. I will follow with a complaint to the consumer rights ombudsman. There have to be checks and balances for any business and the behavior of its employees.Business response
24/05/2023
Hello,
Please note that we will communicate with the consumer directly.
Customer response
24/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. They have contacted me and acknowledge the problems, which will also be raised to management attention. There is nothing further that I can do at this moment.
Sincerely,
****** *******Initial Complaint
05/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
There is no way for me to cancel the subscription other than calling Transunion. And that requires a good amount of wait time. I would like my subscription canceled and the money returned. There is nothing explicitly on the page that says you're going to be charged a fee to look at your credit score. I couldn't even find the credit report I needed to download for my rental application. What are you guys running over there? PLEASE CANCEL THE SUBCRIPTION AND RETURN THE MONEY I NEVER INTENDED TO PAY... MY TRANSUNION ACCOUNT USERNAME IS *******@*******comBusiness response
24/05/2023
Hello,
Please note that we will communicate with the consumer directly.
Initial Complaint
05/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I don't understand why I've been charged and there is no way for me to cancel. I was looking for my credit report with my son. And we were charged without any express consent. Nowhere on the page did we see something that looked like a check out page. Please provide a refund and cancel my subscription so I'm not charged any further... I don't have the time to wait on the phone for a representative for hours.Business response
24/05/2023
We will communicate with the consumer directly.Initial Complaint
26/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
hi my name is ****** ******** ******* my file have bing mix a transunion i have dispute is i sending all my prof and ids and document they told me it will be resolved in 30 and 30 have bing pass and they fail to respond to me i am also a new immigrant to Canada i there are two fraud account on my credit report with transunion and they fail to respond i try everything and they keep telling me the other party dint respond to them yet i told them i am in the process of closing my mortgage my mortgage closing soon and the don't care they are abusing my rights the same this was happening to my ******* and they investigated it and find out its fraud it take ******* 7 days to complete this and remove it from my file i have put my downpayment on my house and if my bank see this fraud report on my name i can lose my money and me and my kids will be homeless because of this fraud transunion allow on my name and fail to respond to me whiting the 30 days i will be submitting my sin number and my health card so you can see the time i got them there should only be 2 account under my name 1 ********* credit card and 1 *** credit card both off them credit limit is 2000 no other account should be under my name are under my sin number please help me to get Transunion to remove these fraud account from my name ****** *** *********** ***** * **** **** a copy of my ******* credit repot those are the only 2 accounts that should be on my transunion credit report. * **** ****** * **** *** ******* ************* ****** thank you
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Contact Information
Customer Complaints Summary
181 total complaints in the last 3 years.
87 complaints closed in the last 12 months.