Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 18th 2023, i vacated a appartment for reasons of lack of maintenance and cleanliness. Landlord refused to sublet the place and the same price and I left with notice. Landlord sent to collections and I removed the item off my ******* credit report but Transunion refuses to help me. I contacted ministry of consumer protection and contacted ***, and local police in the area but they all seem not to help. I need help *** ***** * **** ******** * ****** ****** ********** *** ********** I need this collections account removed off my file as it’s not correct and it is not valid, I did not stay at this appaetment for months March and April and his eviction application is all * ***.

  Business Response

  Date: 21/09/2023

  Hello,

  Please note that we will communicate directly with the consumer.

  Thank you.

  Customer Answer

  Date: 21/09/2023

  Illegal and fraudulent collection account Original report date: JULY 7 2023 Suite excel collections account number ******** This account does not belong to me as there is no real proof of debt and no real signature of this account to me. This item is deemed to be fraudulent and has been notified to me by creditors and local law enforcement have been envoleved. I am requesting an investigation to the legitametlhy of this account and for the immediate removal of this account. I have sent over 4 letters and multiple online disputes aswell as phone calls to remove this but they refuse to help and cause illegal action against me.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a dispute with Transunion regarding the unauthorized credit inquiry **** ******** did on my credit on May 31, 2023. ******* ******* ******* *** ********** ******* My credit score has also dropped 5 points from 626 to 621 even though I pay all my bills on time. * **** ******** **** ****** ** ********** ******* **** **** ** ***

  Business Response

  Date: 19/09/2023

  Hello,

  Please note that we will communicate directly with the consumer.

  Thank you

• Initial Complaint

  Date:07/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m disputing all inquiries on my credit report they need to be removed also why is closed accounts and credit utilization affecting my name they need to be removed also

  Business Response

  Date: 11/09/2023

  Hello,

  Please note that we will communicate directly to the consumer.

  Thank you

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been trying for months to get logged into my account and clear a fraud flag that does not allow me to get a new credit card. But no matter how hard I try, I get stymied by endless hold, or them telling me their system is down and to try again later.
  I have no choice but to try to get the BBB to help. It is unreal how any business could act this way.
  What I need:
  1. To be able to log into my account and clear the fraud alter flag so that I can take out new credit in my name.
  
  That is all I need. They claim this verification cannot be done online and that I have to call. But every time I call I get endless hold or “our systems are down and call back later”.
  
  PLEASE HELP!

  Business Response

  Date: 08/09/2023

  Hello,

  Please note that we will reach out to the consumer directly.

  Thank you.

  Customer Answer

  Date: 18/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  This is response is a non-response. They're basically saying they don't care about the complaint through the BBB and telling us to go away. They say that they'll communicate directly with me? Really? How? I guess I'll have to take this up with my "provincial Ministry for Consumer Services"; whatever that is.

  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:04/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 10/08/2023

  Hello,

  Please note that we will communicate with the consumer.

  Thank you.

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** 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

  Date: 10/08/2023

  Hello,

  Please note that we will communicate directly with the consumer.

  Thank you.

• Initial Complaint

  Date:14/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 21/07/2023

  Hello,

  Please note that we will communicate directly with the consumer.

  Thank you.

• Initial Complaint

  Date:11/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 18/07/2023

  Hello,

  Please note that we will communicate with the consumer.

  Thank you.

• Initial Complaint

  Date:23/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 25/05/2023

  Hello,

  Please note that we will be contacting the consumer directly.

• Initial Complaint

  Date:16/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.